Customer Experience Specialist

About MealSuite MealSuite builds end-to-end foodservice technology for healthcare and senior living organizations. Our mission is to help care teams deliver better dining experiences with less effort. We're a fast-growing team working on meaningful problems that directly impact patient and resident care. About the Role We are seeking a Customer Experience Specialist to support our growing customer base in a new market. As an early member of our Australian Customer Experience team, you will work across customer support, implementation, and customer success, helping customers achieve value throughout their journey with MealSuite. Reporting directly to Customer Experience leadership, you will serve as a key connection between our global teams and Australian customers. This role is ideal for someone who enjoys variety, thrives in a fast-paced environment, and is passionate about delivering exceptional customer experiences. What You'll Do Serve as a primary point of contact for Australian customers, managing support inquiries across email, chat, and video while maintaining strong CSAT and response time performance Troubleshoot and resolve product issues, partnering with global Support, Product, and Engineering teams as needed Support end-to-end customer implementations, including project scoping, configuration guidance, onboarding, training, and go-live readiness Manage customer relationships throughout the lifecycle, helping drive adoption, engagement, retention, and long-term success Conduct regular customer check-ins and business reviews, building trusted relationships with stakeholders Identify customer risks, surface opportunities for improvement, and contribute to customer retention efforts Collaborate with North American Customer Success, Support, and Implementation teams to deliver a consistent customer experience across regions Adapt and document processes and playbooks to support the unique needs of the Australian market Represent the voice of Australian customers internally by sharing feedback, trends, and market insights What You Bring 2-4+ years of experience in customer-facing roles across at least two of the following areas: customer support, customer success, or implementation/onboarding Experience working in a B2B SaaS environment Proven ability to manage customer relationships and support onboarding, adoption, and retention outcomes Strong problem-solving skills with the ability to troubleshoot technical issues and coordinate cross-functional solutions Experience using customer-facing platforms such as Salesforce, Planhat, Zendesk, or similar CRM and CX tools Excellent communication skills and the ability to explain technical concepts to non-technical audiences Comfortable operating independently and adapting to changing priorities Experience working with distributed teams across multiple time zones Familiarity with Australian business culture and customer expectations Why You'll Love Working Here Unlimited paid time off – we trust our employees to create balance Health benefits – medical, dental, vision, life & disability insurance, and paid parental leave starting day one Hybrid flexibility – balance in-person collaboration with remote work Work-life balance – 90%+ of employees feel supported by their leaders Employee Share Ownership Plan (ESOP) – share in MealSuite's growth Career development opportunities – we support your long-term goals Purpose-driven work – our mission aligns with the values of 90%+ of employees Compensation $75,000.00 - $85,000.00 AUD Additional Information We want to ensure that every qualified individual has an equal opportunity to work with us. If you require accommodation during our application process, please contact us at [email protected]. MealSuite uses AI-assisted tools during parts of the hiring process, including screening and workflow automation. All final hiring decisions are made by people. This is an active hiring need.