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Lumary is a high-growth Australian healthtech company on a mission to revolutionise technology for the healthcare industry. We do this by developing solutions that support and empower service providers, working together to ensure better outcomes for people that need care. This commitment to partnership has been a key part of our success so far, and we are driven to continue evolving our products and our people so we can impact the healthcare community to thrive on a global scale.

Join Lumary and grow with us

• Well-established team working in nine cities across Australia, South East Asia, and the USA
• Our customer base includes contracts with 200+ enterprise and SME disability and aged service providers
• 25k+ people use our core platform every day, supporting 100k+ care recipients
• Be part of a team solving a global issue for a highly addressable market
• International growth means more opportunities as we expand our products into the USA and beyond

You will be working in an exciting and dynamic environment, with plenty of opportunities to develop your skills and make a meaningful contribution. While our culture is relaxed, we push ourselves to build innovative products and deliver a first-rate customer experience. You will find yourself quickly growing in your career, backed by a collaborative team that is open to new ideas and encourages everyone to bring their best selves to work.

As a Customer Success Analyst/ Service Desk Analyst based in Adelaide you will drive customer success and partner effectiveness by identifying, qualifying and classifying service requests and problems. You will be required to elicit the information that is necessary to solve problems; and, facilitate collaboration and communication between Lumary, service partners, solution partners and customers.

A day in the life

• Provide a deeper dive of analysis of cases/tickets raised when it is out of the scope of the Customer Success Champion
• Facilitate collaborative analysis, prioritisation and validation of customer, service partner and solution partner requests; and dev or config work arising from escalated requests
• Document and detail tickets for Emergent work to the standards defined
• Assist the Customer Success Manager in providing support information for the prioritisation of escalated requests
• Undertake QA and testing for product development undertaken by the Emergent team

About you

• Experience with Zendesk and Salesforce is highly desirable
• 2 years prior experience in a similar role
• Demonstrated experience of collaboration and stakeholder management.
• Enjoy engaging with, teaching and problem solving
• You are a fast learner with experience working in a fast-paced environment
• You are curious, inquisitive, open to learning and stepping outside of your comfort zone

You Are Willing To

• Be vulnerable, make mistakes and share your learnings openly so others can learn too
• Work in a scale-up environment where uncertainty and ambiguity is expected and normal
• Meet us where we are but also inspired and energised to contribute to our growth
• Hold yourself accountable to getting things done in a self-organising team environment where we are all responsible for energising our roles and bringing the purpose of our role’s to life

You Value

• Going above and beyond to deliver value because you care about bringing about positive outcomes
• Self-awareness in others and yourself, sharing and relating to others on a personal level at work
• Your personal values being reflected in your employers values - Lumary’s values: No limits, Own It, Better together, Whole-hearted, Always growing

Benefits of Working With Lumary

• Learning is happening constantly - it’s part of how we work
• Own your own personal and professional development and work with an internal coach or mentor (of your choosing) to support you on your journey
• Flexibility to work from home and the office - hybrid working environment
• Flexible start and finish times - have a routine but on the days you need to book an appointment or finish early, you go for it
• Competitive remuneration with annual remuneration reviews
• Exposure to cutting-edge social technologies in an international scale-up environment

Working at Lumary

We are proud of the work we are doing and the team we have built so far.

Join us and be part of a team working together to do better. From the advanced products we build to our philanthropic work, we connect with the belief that what we do every day is positively impacting the lives of our community.

Our remote-friendly and flexible working environment means we encourage all applicants to apply, regardless of location. Talk to us and we can work it out.

If you are interested in working with us, but your experience looks a little different from what we identified, tell us why you think you are the right fit in your cover letter. We care about more than just your skills and look forward to learning about you.

At Lumary, we value diversity and believe in a culture of inclusivity, regardless of race, religion, age, gender identity, sexual orientation, physical or mental ability, or ethnicity. We are committed to building a welcoming workplace where everyone feels safe and respected.

The successful candidate will be required to undergo 'National Criminal History Check and Working With Children Check'.