Customer Support Agent

Customer Support Agent (Remote | Weekend Availability Required)

Help Health Professionals Thrive - One Conversation at a Time

At Zanda, we build software that helps health professionals around the world run smooth, efficient practices and deliver better care. But even the best tools need a human touch. That's where you come in.

We're looking for an experienced Customer Support Agent - equal parts problem-solver, communicator, and trusted guide. You'll be supporting customers with empathy, accuracy, and efficiency, handling more complex cases with confidence. Whether you're troubleshooting a technical issue, running a product demo, or helping refine our support resources, your focus is always the same: helping people feel confident and capable using our platform.

This is a remote, full-time role with regular weekend coverage, where you'll bring proven experience in customer support and step into a role with more independence, responsibility, and opportunity to contribute to team improvements.

• Customer Support Excellence: Handle inquiries via email, chat, phone, and video with professionalism and empathy.
• Onboarding & Demos: Run product walkthroughs and onboarding sessions, tailoring guidance to customer needs.
• Troubleshooting: Take ownership of technical and workflow issues, investigating and resolving them or escalating when necessary.
• Knowledge Building: Contribute to help docs, saved replies, and internal processes to improve self-service and team efficiency.
• Collaboration: Partner with Product and Engineering to surface bugs, share feedback, and advocate for customer needs.
• Team Contribution: Share insights, support newer teammates, and model reliability and best practices.

We're looking for someone who combines experience with curiosity and drive:

• Experience: 1-3 years in customer support, SaaS, or technical troubleshooting roles.
• People Skills: Calm, empathetic, and professional, even under pressure.
• Communication: Excellent written and verbal English; clear, friendly, and adaptable.
• Proven Quick Learner: You've shown the ability to quickly master new tools and processes, picking up the intricacies of complex SaaS platforms and applying them with confidence.
• Problem-Solving: Strong "figure-it-out" mindset with the ability to diagnose and resolve technical issues.
• Technical Comfort: Confident with SaaS tools, browsers, email configuration, and ticketing systems (HubSpot, Zendesk, or similar).
• Ownership: Reliable, proactive, and able to work independently in a remote-first environment.
• Team Values: Collaborative and generous with knowledge-sharing; a steady presence for customers and colleagues.
• Growth Mindset: Open to feedback, eager to learn, and adaptable to change.
• Requirements: Available to work a regular schedule that includes a Sunday - Thursday, & legally entitled to work in Australia.

Bonus Points If You Have:

• Experience supporting healthcare or healthtech customers.
• Exposure to SaaS startups or high-growth environments.
• Prior experience with live chat, weekend coverage, or mentoring newer teammates.

Who You Are

You're the kind of person who:

• Asks thoughtful questions and digs into the "why."
• Enjoys helping others and takes pride in dependable, high-quality support.
• Brings positive energy and curiosity to your team and your day.

Why You'll Love Working With Us

Work from AnywhereWe've been a fully distributed team from the start - no offices, no commute, just great people from all over the world doing meaningful work together.

Flexibility & AutonomyWe care about outcomes, not clock-watching. Outside of agreed core hours that align to your role, your time is yours - whether that's doing the school run or squeezing in a midday gym class.

Generous Paid Time OffBalance matters. We offer paid time off and expect you to take it - because rest fuels great work.

High Trust, Results DrivenWe strip away red tape so you can focus on impact. No pointless meetings or rigid hierarchies -  just space to move fast, solve problems, and make a difference.

Growth & InnovationYou'll be encouraged to experiment, stretch your skills, and bring YOUR bold ideas to the table. Everyone at Zanda contributes to shaping what's next.

Inspiring TeammatesYou'll work alongside passionate, curious people who support and cheer each other on - even across time zones. Collaboration is how we win.

Meaningful ImpactEverything we build helps health professionals spend less time on admin and more time helping patients. Your work will directly improve lives.

Competitive PayWe hire the best people - wherever they are - and we make sure they feel valued and well-rewarded for the work they do.

Zanda is a fast-growing, globally loved practice management platform that helps health professionals run smooth, efficient practices - and spend more time caring for their patients. We're used by thousands of clinics across Australia, New Zealand, the UK, the US, and Canada, and we're just getting started.

Our mission is simple: make health practice management easy and enjoyable.To do that, we need brilliant, passionate people who are excited by innovation, love solving complex problems, and thrive in fast-moving environments.

At Zanda, you'll join a globally distributed team that's small enough to move fast and think big - and driven enough to deliver work that makes a real impact. We live our values every day:

• Growth: We stretch ourselves, learn constantly, and support each other's development.
• Reliability: We follow through on our commitments and show up for our team and customers.
• Impact: Everything we build helps health professionals spend less time on admin and more time helping patients.
• Teamwork: We win together -  celebrating wins, sharing ideas, and having each other's backs.

This is an exciting time to join Zanda. We're self-funded, scaling quickly, and building something that truly changes lives. If you're ready to grow your career while making a meaningful difference -  we'd love to hear from you. Zanda collects and processes your personal data for the purposes of managing employment candidate application and recruitment-related activities as well as for organisational planning purposes, for further detail, please refer to the Zanda Health Privacy Policy.