CareVision
About CareVision CareVision is an Australian care management software platform purpose-built for the aged care, disability (NDIS), and social and community services sectors. Our platform helps care organisations manage the full client journey — from intake and care planning through to billing, claiming, rostering, and reporting. We work with a growing number of NDIS, HCP, CHSP, and SCHADS-governed providers across Australia. Our clients range from boutique community organisations to multi-site providers, and our platform is deeply embedded in their daily operations. We take that responsibility seriously. Our team is small, talented, and direct. We move fast, take ownership, and care deeply about the outcomes we deliver for our clients and their participants. The Opportunity CareVision is building a next-generation support function — one that pairs a high-performing human team with AI tooling to deliver exceptional client outcomes at scale. We’re looking for a Support Operations Manager to lead this build. You will own the support desk end-to-end: the team, the processes, the tooling, and the metrics. You’ll be the person who decides how tickets are triaged, how AI is used to accelerate resolution, how SLAs are measured, and how the team grows over time. This role suits someone who has managed a software support desk before, understands what good looks like, and is excited by the opportunity to embed AI into the fabric of how support works — not as a bolt-on, but as a core operating model. What You’ll Do Build and lead the team • Define the support team structure, roles, and hiring roadmap — from Tier 1 agents through to senior analysts • Recruit, onboard, and develop support staff in line with CareVision’s growth • Build a team culture centred on ownership, speed, and genuine care for client outcomes • Establish performance frameworks, coaching cadences, and career pathways Own the support desk operations • Take full ownership of Zoho Desk — configuration, workflows, SLA setup, escalation rules, and reporting • Design and implement a tiered support model (Tier 1 triage → Tier 2 specialist → escalation to product/dev) • Ensure SLA compliance across response and resolution timeframes, with clear visibility for the business • Establish and maintain the CareVision knowledge base (support.carevision.academy) as a living, high-quality self-service resource • Manage inbound support volume across ticket, email, and live channels including daily client drop-in sessions Lead the AI-augmented support model • Working with a dedicated AI Support Engineer you will Design and implement AI-assisted triage, classification, and response workflows using advanced AI and other tooling • Own prompt design, quality assurance, and continuous improvement of AI support tools • Build automation that reduces manual handling time without sacrificing quality or client experience • Use AI-generated insights (ticket trends, resolution patterns, topic taxonomy) to drive proactive improvements • Stay current with AI tooling developments and bring forward recommendations for adoption within the Support Workflow Drive insight and continuous improvement • Produce weekly support intelligence reporting — volume, SLA performance, agent metrics, product issue trends • Working with your support team you will help Identify recurring ticket themes and translate them into product improvement recommendations via Jira • Run retrospectives and root cause analysis on SLA, breaches, escalations, and recurring issue types • Act as the voice of the client within CareVision — surfacing support signals that inform product and delivery decisions Collaborate across CareVision • Partner with the delivery team on client go-lives, ensuring smooth handover from implementation to ongoing support • Work with sales and BD to ensure client expectations are set correctly at onboarding • Escalate product defects and platform issues to the development team with clear reproduction steps and impact data • Provide the CEO with a clear, weekly view of support health and any items requiring executive attention What You’ll Bring Essential • 3\+ years managing a software support desk or customer success/support function in a SaaS or technology environment • Demonstrated experience building and leading support teams — including hiring, onboarding, and performance management • Deep hands-on experience with Zoho Desk (configuration, workflows, SLA management, reporting) or a comparable platform (Zendesk, Freshdesk) • Practical experience implementing AI tools in a support context — prompt engineering, automation, quality review • Strong analytical capability — comfortable working with ticket data, SLA metrics, and trend analysis • Exceptional written and verbal communication — you can explain complex software concepts simply and clearly to non-technical users • A genuine builder’s mindset — you’re energised by setting things up from scratch, not just running existing systems Highly regarded • Experience in aged care, disability (NDIS), or social and community services software — or strong familiarity with Australian care sector compliance and terminology (NDIS, HCP, CHSP, SCHADS, DEX) • Experience supporting clients through software go-lives and post-implementation phases • Familiarity with Jira for product escalation and bug tracking workflows • Experience building or managing a self-service knowledge base • Exposure to billing, claiming, or financial processing workflows in a care or health context What Success Looks Like In your first 90 days: • You have a clear picture of current support volume, ticket types, SLA performance, and team capability • Zoho Desk is configured to match CareVision’s formal SLA framework, with accurate automated reporting • You’ve identified the highest-impact AI automation opportunities and have a roadmap for implementation • The knowledge base has been audited and a plan is in place for structured improvement • You’ve built strong working relationships with the delivery, product, and sales teams Within 6 months: • A tiered support model is operating with clear ownership at each level • AI-assisted triage and response workflows are live and demonstrably reducing resolution time • Weekly support intelligence reporting is running and informing product and business decisions • SLA performance is consistently tracked, and breach rates are trending in the right direction • You have a team hiring plan in place and the first new hires are onboarded How We Work CareVision is a remote-first team. We communicate asynchronously where we can and use structured processes to stay aligned without unnecessary meetings. We value people who take ownership, communicate proactively, and are honest about what’s working and what isn’t. The care sector we serve carries real responsibility — our clients support vulnerable Australians. We take that context seriously in everything we do, including how we design and operate our support function.
CareVision
