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
- 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
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.
Skills Required
- 3-6+ years in customer-facing roles across at least two of: support, customer success, or implementation
- Proven ability to manage a portfolio of customers including onboarding, adoption, and retention outcomes
- Experience working in B2B SaaS environments and familiarity with customer lifecycle management
- Strong problem-solving skills with ability to troubleshoot technical issues and coordinate cross-functional solutions
- Experience with tools such as Salesforce, Zendesk, or similar CX/CRM platforms
- Ability to operate independently in ambiguous, fast-paced environments
- Excellent communication skills and ability to translate technical concepts for non-technical stakeholders
- Experience working across time zones and collaborating with distributed teams
- Experience in healthcare, senior living, or market-launch/team-of-one environments
What We Do
MealSuite is a fully integrated, end to end, dietary, food production, inventory, kitchen management and point of sale solution on a mission to revolutionize the continuum of care through food service technology. Since 1989, our industry leading innovations have empowered food service operators across North America to streamline administrative labor, cut down on food waste, reduce risk and meet regulatory requirements, so they can spend more time focusing on what matters most: improving the quality of life for their patients and residents. Dedicated to delivering SMILES & SATISFACTION to healthcare & senior living communities, we pride ourselves on providing personalized solutions matched with unparalleled customer service.
