Premium Support Specialist

About the business

Exciting opportunity for a skilled and passionate Software Product Support Specialist to work with a SaaS company currently experiencing high growth. You'll become the trusted point of contact for a portfolio of Premium and high-value customers, combining technical expertise, proactive relationship management and customer success to help organisations get maximum value from Brevity.

At Brevity our mission is to develop leading software tools for the disability care and aged care industry, to make staff jobs easier, their client's lives better, and their business more efficient.

If you enjoy solving complex problems, building strong customer relationships, and taking ownership of outcomes, we'd love to hear from you.

As a key hire your expertise will help propel us forward as we establish ourselves as a market leader.

About the position

As a Premium Support Specialist, you will manage a portfolio of Premium and strategic customers, helping them achieve success through proactive support, technical guidance and ongoing engagement.

You will work closely with customer stakeholders, Support, Development and Customer Experience teams to ensure issues are resolved effectively, customer expectations are exceeded, and long-term customer success is achieved.

You will take ownership of customer relationships and act as a trusted advisor, ensuring customers receive a consistently high-quality experience throughout their journey with Brevity.

Key Responsibilities

• Manage a portfolio of Premium and high-value customer accounts.
• Build trusted relationships with customer leaders and key stakeholders.
• Conduct regular customer catch-ups and business reviews.
• Provide specialist technical and product support across the Brevity platform.
• Investigate and resolve complex customer issues and escalations.
• Coordinate with Product, Development and Support teams to drive issue resolution.
• Monitor customer health, satisfaction and adoption.
• Identify customer risks and proactively implement action plans.
• Ensure customer issues are managed through to resolution.
• Identify opportunities for additional training, education and product adoption.
• Support customer retention, NPS and customer satisfaction initiatives.
• Contribute customer insights and product improvement opportunities.
• Create and maintain knowledge base articles and customer documentation.

Skills and Experience

We're looking for someone who combines strong technical capability with excellent customer relationship skills.

Ideally you'll have:

• Experience in Premium Support, Technical Support, Customer Success, Account Management or a similar customer-facing role.
• Experience supporting SaaS or cloud-based software products.
• Strong technical troubleshooting and problem-solving skills.
• Experience managing customer escalations and complex support issues.
• Excellent written, verbal and interpersonal communication skills.
• Strong stakeholder management and relationship-building abilities.
• Experience using Jira Service Management or similar ticketing systems.
• Ability to manage multiple customers, priorities and deadlines.
• Highly organised with strong follow-through and attention to detail.
• A proactive customer-first mindset.
• Experience within NDIS, disability, community care or plan management sectors will be highly regarded.

Why Join Brevity?

At Brevity, you'll be joining a passionate and growing team that is helping improve outcomes for care providers across Australia.

We offer:

• Flexible remote working arrangements.
• Strong career development opportunities.
• Ongoing professional development and learning.
• A collaborative and supportive team environment.
• The opportunity to influence product and customer experience improvements.
• Exposure to strategic customer relationships.
• The chance to make a meaningful impact on both our customers and our business.

Why Join Brevity?

If you're looking to move beyond traditional ticket-based support and want to play a key role in helping our customers succeed, we'd love to hear from you.

Apply now and join Brevity Care Software as our next Premium Support Specialist.