Customer Experience Lead

About MealSuite

MealSuite creates integrated foodservice software for healthcare and senior living providers. Its purpose is to help care teams improve dining experiences while reducing the effort needed to do so. The company is expanding quickly and works on practical challenges that have a direct effect on patient and resident care.

About the Role

MealSuite is looking for a Customer Experience Lead for Australia to build and lead its customer experience function in a new market. As the first CX team member in Australia, you will work as a broad-based generalist across support, implementation, and customer success, managing the entire customer journey from onboarding through long-term account management.

This position is central to the company’s Australian expansion. You will connect the global CX approach with local customer expectations by supporting customers, managing implementations, improving retention and growth, and sharing market feedback internally. It is a high-ownership role suited to someone comfortable with uncertainty and energized by creating processes and structure from the ground up.

What You'll Do

• Act as the main contact for Australian customers, handling support requests by email, chat, and video while keeping customer satisfaction and response speed at a strong level.
• Run implementations from start to finish, including project scoping, configuration support, onboarding activities, and readiness for launch.
• Take responsibility for customer success results by monitoring account health, encouraging product usage, and supporting retention across your customer portfolio.
• Develop trusted relationships with customer stakeholders through recurring check-ins and business reviews, while spotting risks and opportunities for expansion.
• Work closely with global CX, Product, and Engineering teams to resolve issues, raise recurring problems, and improve the overall customer experience.
• Adjust global customer experience playbooks for the Australian market and create documentation for repeatable processes that support scale.
• Bring the perspective of Australian customers into internal discussions, advocating for local requirements and helping shape product and CX direction.
• Contribute to designing and evolving the future CX team structure in Australia as the business expands.

What You Bring

• At least 3-6+ years of experience in customer-facing roles, with exposure to two or more of support, customer success, and implementation.
• A track record of managing customer portfolios and delivering onboarding, adoption, and retention outcomes.
• Background in B2B SaaS and an understanding of the customer lifecycle.
• Strong analytical and troubleshooting ability, with experience resolving technical issues and coordinating cross-functional answers.
• Hands-on experience with CX or CRM tools such as Salesforce, Zendesk, or similar platforms.
• Comfort working independently in fast-moving environments where processes may still be evolving.
• Excellent communication skills and the ability to explain technical topics clearly to non-technical audiences.
• Experience collaborating across time zones with distributed teams.
• Bonus experience in healthcare, senior living, or related industries, as well as in a market-launch or team-of-one setup.

Why You'll Love Working Here

• Unlimited paid time off, with trust placed in employees to manage their own balance.
• Retirement savings support through RRSP/401(k) matching at 100% up to 3%.
• Health coverage that includes medical, dental, vision, life, and disability insurance, plus paid parental leave from day one.
• Hybrid working flexibility that combines in-person collaboration with remote work.
• A supportive work-life balance, with more than 90% of employees feeling backed by their leaders.
• Employee Share Ownership Plan (ESOP) participation so you can share in the company’s growth.
• Career development support to help you progress toward long-term goals.
• Purpose-led work aligned with the values of more than 90% of employees.

Compensation

The salary range for this role is AUD 75,000 to AUD 87,500.

Additional Information

MealSuite is committed to equal opportunity and welcomes qualified candidates who may need accommodation during the hiring process. If you need support, you can contact accommodations@mealsuite.com. The company uses AI-assisted tools during parts of recruitment, including screening and workflow automation, but all final hiring decisions are made by people. This is an active hiring requirement.