Customer Support - Digital Health Platform

Sydney | Hybrid (remote-first, weekly in-person)

At Cardihab, we’re helping people recover from and prevent cardiac events in ways that actually work for them.

We’ve built Australia’s first clinically proven digital therapeutic for cardiac rehabilitation. The evidence shows people live longer, healthier lives and the system delivers better-value care.

We’re already working with ~85% of Australia’s major health funds, have a TGA-registered product, and support thousands of patients with measurable outcomes.

Now we’re scaling and reliability matters more than ever.

Why this role exists

When someone has just experienced a cardiac event, getting started with care isn’t optional, it’s critical.

Right now, when something doesn’t work, it can create friction, confusion, or delays at the exact moment people need clarity and support.

This role exists to make sure that doesn’t happen.

You’ll be the person who steps in, solves problems quickly, and helps people confidently take the first step in their recovery.

The role

This isn’t a typical helpdesk role.

You’ll support participants, clinicians, and partners in moments that matter. Often, the people you’re helping are stressed, unfamiliar with technology, or unsure where to start.

Your job is to guide them clearly and calmly so they can move forward.

You’ll report to the Chief Product Officer and play a key role in making sure the platform is usable, reliable, and improving as we grow.

What you’ll own

• First-line support across participants, clinicians, and delivery partners

• Helping users get set up, onboarded, and confident using the platform

• Troubleshooting issues in real time, using clear, non-technical language

• Managing support tickets end-to-end with speed and organisation

• Keeping clinicians informed so care isn’t delayed

• Escalating issues to engineering with clear, structured context

• Identifying recurring issues and feeding them back into product improvements

• Contributing to simple support resources that reduce future friction

What success looks like

• Participants are onboarded smoothly and using the platform without friction

• Support issues are resolved quickly and clearly

• Clinicians can rely on participants being ready for scheduled care

• Tickets are organised, prioritised, and up to date

• Patterns are identified and fewer issues repeat over time

What we’re looking for

• Experience in customer support, technical support, or similar

• Strong communication skills, especially with non-technical users

• Calm, patient, and empathetic under pressure

• Comfortable guiding people step-by-step through simple technical processes

• Highly organised and reliable across multiple conversations

• Comfortable using digital tools (Jira or similar is a bonus, not essential)

• Able to clearly document and escalate issues

• Comfortable working in a startup environment where things evolve

Who this works well for

• Someone looking for meaningful part-time work with real impact

• People returning to the workforce who want flexibility without losing responsibility

• Those building a portfolio career or balancing other commitments

• Anyone who values purpose-driven work over volume-driven support roles

Important to know

This is a part-time role (approximately 0.3 FTE), spread across weekdays.

You’ll need to be available every weekday for a few hours rather than working full days. Support needs to be responsive and aligned to patient and clinician schedules.

Availability during business hours is important, as many issues are time-sensitive and linked to care.

How we work

We’re a small, distributed team across Sydney, Brisbane, Tasmania, and the Philippines.

We’re practical, outcome-oriented, and not overly process-heavy.

People who do well here:

• Take initiative without waiting

• Are comfortable with ambiguity

• Care about improving healthcare in a real way

If you need heavy structure, this won’t be the right fit.
If you want to do meaningful work that directly impacts people, it will be.

A note from us

As we grow, more people are relying on Cardihab every day.

This role is about making sure the technology doesn’t get in the way of care and, ideally, disappears into the background so patients can focus on recovery.

It’s also one of the most important feedback loops into our product. What you see, fix, and surface will directly shape how we improve.

If that sounds like the kind of work you want to do, we’d love to hear from you.