Customer Support/Success Agent AU

About the Opportunity

Zanda is hiring a Customer Support/Success Agent to support healthcare professionals using its practice-management software.

This is a full-time employee position that can be performed remotely from anywhere in Australia. Candidates must be legally entitled to work in Australia.

The role combines hands-on customer support, onboarding, product guidance, technical troubleshooting and customer-success work in a SaaS environment.

What You’ll Do

• Support customers through email, chat, phone and video.
• Investigate customer questions, workflow problems and technical issues.
• Take ownership of issues and escalate complex cases when appropriate.
• Run product demonstrations, walkthroughs and onboarding sessions.
• Help customers adopt Zanda successfully and get greater value from the platform.
• Maintain clear and accurate customer communication throughout issue resolution.
• Contribute to help documentation, saved replies and internal support resources.
• Identify recurring issues and recommend improvements to processes and customer experience.
• Collaborate with Product and Engineering to surface bugs, customer feedback and technical issues.
• Share knowledge with teammates and contribute to a supportive remote-working culture.

Required Experience

Zanda’s current job listing asks for approximately one to three years of experience in customer support, SaaS support or technical troubleshooting.

Candidates should be comfortable handling customer conversations independently and solving both product and workflow-related problems.

Communication and Customer Skills

Excellent written and verbal English is required. Candidates should be able to explain technical information clearly, remain calm and professional when customers are frustrated, and communicate with empathy and confidence.

The successful candidate should be customer-focused, proactive, reliable and comfortable taking ownership of problems from investigation through resolution.

Technical Skills

Candidates should be comfortable working with SaaS products, web browsers, email configuration and customer-support or ticketing platforms such as HubSpot, Zendesk or similar systems.

Zanda values people who can learn new software quickly and apply that knowledge confidently when helping customers.

Remote Work and Eligibility

This position is fully remote within Australia. Candidates must be based in Australia and legally entitled to work there.

Zanda operates as a distributed company, so candidates should be comfortable working independently in a remote environment while collaborating closely with colleagues.

Preferred Background

Additional useful experience includes supporting customers in healthcare or healthtech, working in SaaS startups or high-growth companies, delivering product demonstrations or onboarding, using live chat, mentoring teammates, and working with AI-enabled customer-support tools.

Compensation and Benefits

Zanda describes compensation as competitive but does not publish a numerical salary range for this role.

The employer also highlights remote work, paid time off, flexibility and autonomy, professional growth opportunities, and a distributed working environment. Exact employment benefits should be confirmed directly with Zanda.

About Zanda

Zanda develops practice-management software used by health professionals and clinics. Its platform is used by customers in markets including Australia, New Zealand, the United Kingdom, the United States and Canada.

Candidates applying through WorkinVirtual will be directed to Zanda’s official recruitment page. WorkinVirtual is not the employer and does not accept applications for this opportunity.