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About CareVision

CareVision is an Australian software platform designed for care management across aged care, disability (NDIS), and social/community services. It supports organisations through the entire client lifecycle, including intake, care planning, billing, claiming, rostering, and reporting.

The platform is used by a broad mix of providers across Australia, from smaller community operators to large multi-site organisations, and it plays a central role in their day-to-day work. Because of that, the team treats reliability, service quality, and client outcomes as critical.

The company is compact, highly capable, and direct in how it works. It values speed, accountability, and a strong focus on delivering real outcomes for clients and the people they support.

The Opportunity

CareVision is creating a modern support function that combines a strong human team with AI-enabled tooling to deliver better client outcomes at scale. The company is seeking a Support Operations Manager to lead that build.

In this role, you will own the support desk from end to end: the people, the workflows, the tools, and the performance measures. You will shape how support requests are prioritised, how AI is used to speed up resolution, how service targets are monitored, and how the team evolves over time.

This position is a strong fit for someone who has already managed support operations in a software environment, knows what effective support looks like, and is excited to make AI a core part of the operating model rather than an add-on.

Key Responsibilities

You will be responsible for building, running, and improving the support function while collaborating closely with other teams across the business.

Design the support team structure, define roles, and create the hiring plan for growth from front-line agents through to senior specialists.
Recruit, onboard, and develop support team members in step with the company’s expansion.
Shape a team culture built on accountability, fast action, and genuine commitment to client success.
Set up performance expectations, coaching rhythms, and progression pathways for the team.
Take full ownership of Zoho Desk, including configuration, workflows, SLA setup, escalation logic, and reporting.
Create and manage a tiered support model that moves from initial triage to specialist handling and then to product or development escalation when needed.
Ensure response and resolution targets are met and visible across the business.
Maintain the support knowledge base as a current, high-quality self-service resource for clients.
Oversee incoming support across ticket, email, and live channels, including daily client drop-in sessions.
Work with a dedicated AI Support Engineer to design and implement AI-supported triage, classification, and response workflows.
Own prompt design, quality checks, and ongoing refinement of AI-assisted support tools.
Build automations that reduce manual effort while protecting service quality and client experience.
Use AI-driven insights such as ticket trends, resolution patterns, and topic categorisation to identify improvement opportunities.
Stay informed about developments in AI tooling and recommend where new tools should be adopted within support operations.
Prepare weekly support intelligence reports covering volumes, SLA results, agent performance, and product issue patterns.
Analyse recurring themes and translate them into product improvement requests through Jira.
Run retrospectives and root-cause reviews for SLA breaches, escalations, and repeated issue types.
Represent the client voice internally by surfacing support trends that help shape product and delivery decisions.
Partner with the delivery team during client go-lives to ensure a smooth handover into ongoing support.
Coordinate with sales and business development so client expectations are aligned at onboarding.
Escalate defects and platform issues to development with clear reproduction details and business impact.
Provide the CEO with a concise weekly update on support health and any matters needing executive attention.

What You’ll Bring

The role calls for a practical support leader with strong systems thinking, technical confidence, and a hands-on approach to building better operations.

At least 3 years of experience managing a software support desk or customer success/support function in a SaaS or technology setting.
Proven experience building and leading support teams, including hiring, onboarding, and performance management.
Strong hands-on knowledge of Zoho Desk or a comparable platform such as Zendesk or Freshdesk, especially for workflows, SLA management, configuration, and reporting.
Practical exposure to AI in support operations, including prompt design, automation, and quality review.
Solid analytical skills with comfort handling ticket data, service metrics, and trend analysis.
Excellent written and spoken communication skills, with the ability to explain technical ideas clearly to non-technical users.
A builder mindset and comfort working in environments where processes, structure, and systems need to be created from the ground up.

Highly Regarded Experience

Experience with software for aged care, disability (NDIS), or social/community services, or familiarity with Australian care-sector terminology and compliance such as NDIS, HCP, CHSP, SCHADS, and DEX.
Experience supporting clients through go-live and post-implementation stages.
Familiarity with Jira for product escalation and bug tracking.
Experience creating or managing a self-service knowledge base.
Exposure to billing, claims, or financial processing in a care or health setting.

What Success Looks Like

Success in this role will be measured by how quickly and effectively the support function becomes structured, measurable, and improved through automation and leadership.

By day 90, you have a clear understanding of current ticket volume, request categories, SLA performance, and team capability.
Zoho Desk is aligned with the company’s SLA framework and produces reliable automated reporting.
The most valuable AI automation opportunities have been identified and mapped into an implementation roadmap.
The knowledge base has been reviewed and a structured improvement plan is underway.
Strong working relationships are established with delivery, product, and sales teams.
By 6 months, a tiered support model is operating with clear ownership at every level.
AI-assisted triage and response processes are live and helping reduce resolution time.
Weekly support intelligence reporting is in place and feeding business and product decisions.
SLA performance is consistently tracked and breach rates are improving.
A hiring plan exists and the first new team members have been brought on board.

How We Work

CareVision operates as a remote-first team. The company prefers asynchronous communication where possible and relies on structured processes to stay coordinated without unnecessary meetings.

The team values ownership, proactive communication, and honesty about what is and is not working.

Because the organisation serves the care sector, it takes the responsibility of supporting vulnerable Australians seriously. That context shapes both the product and the way the support function is designed and run.

Customer Support Operations Manager