Customer Onboarding and Support Specialist (AI)

About the role

This position blends customer success and technical support for clinics using Aeva AI Receptionist in Australia. Roughly half of the work is focused on helping new and existing clinics adopt the product well, improve outcomes, and build long-term loyalty; the other half is centered on handling support conversations, diagnosing issues, and resolving problems directly.

Customer success focus

• Guide every newly onboarded clinic so they begin using Aeva confidently and see real value from it.
• Proactively reconnect with clinics that are not yet benefiting from the product as they should.
• Host regular workshops that help customers use the platform more effectively.
• Contribute to building a network and community among clinic owners.
• Encourage satisfied customers to refer others.
• Take ownership of customer satisfaction, retention, and NPS outcomes.

Customer support focus

• Manage the Intercom support queue, handling around 45 mostly written conversations each week.
• Update AI scripts in the dashboard to refine how the receptionist responds and behaves.
• Review call logs and CRM settings to identify the root cause of issues.
• Escalate genuine product defects to the engineering team and resolve the rest independently.
• Capture recurring issues and share those insights with the product team.

What this role involves

This is a hybrid role in spirit, combining relationship-building with hands-on technical problem solving. It is best suited to someone who enjoys both sides equally. If you only want strategy without ticket work, or only want support without owning customer relationships, this role will not be a fit.

Who tends to succeed here

• Professionals with about 2 to 5 years of experience in customer success or implementation.
• People who communicate naturally and warmly in writing and on video calls.
• Those who enjoy working inside software tools, including scripts, logs, and integrations.
• Problem-solvers who like figuring out why something is not working and fixing it.
• Candidates with a genuine interest in AI beyond casual use.
• People who want to shape community, workshops, and internal processes rather than simply maintain them.
• Those who are excited to work closely with founders and a small team on a mission to help ensure healthcare phone calls are never missed.

Who may not enjoy it

• People who want to manage a team immediately.
• Those who feel customer support work is below their preferred role.
• Anyone who needs a rigidly defined job scope with no ambiguity.
• People who require a fixed 9 to 5 schedule, since customer needs can sometimes shift working hours.

Additional information

The role is flexible in practice, but customer demands may occasionally require adjustments to working hours. The company is focused on a mission to make sure phone calls in healthcare are never missed.