fibreHR are representing this fantastic opportunity for EnrolNow
About EnrolNow
At EnrolNow, we’re changing the way the early childhood education sector manages centralised registrations, enrolments, and family engagement. Our clients include local councils and Early Years groups across Australia, and we’re proud to support hundreds of early learning services nationwide.
We blend smart technology with deep industry insight to deliver software solutions designed specifically for the early education space. Every implementation is configured to the unique needs of each client, so your impact will be immediate and meaningful. This is a place where client collaboration, curiosity, and problem-solving really matter.
You’ll be joining a close-knit team of ten, including our two founders. Our team is hands on, passionate, agile, and growing fast – united by a goal to build tools that genuinely make life easier for families, educators, and communities.
Title: Customer Engagement Lead - SaaS Platform Support
As our Customer Engagement Lead - SaaS Platform Support, you’ll play a key role in configuring, improving and supporting the EnrolNow platform for our customers. This is not a traditional Customer Engagement role — it sits at the intersection of client success, platform operations, workflow design and backend problem-solving.
You’ll work closely with customers to understand their processes, then translate those needs into practical system setups, automated workflows and clear operating rules ensuring the system behaves as intended.
We’re looking for someone who enjoys and thrives in Customer interactions and jumps at the opportunity to get into the detail of how a system works behind the scenes. You’ll be confident investigating issues, troubleshooting backend problems, assessing workflows, and identifying where a process, rule or setup needs to be refined. Success here looks like clear and concise Customer support, accurate system configuration, smarter workflows, confident users and Customers who can rely on the platform to run smoothly.
Key responsibilities
· Partner with the Client Success Team and Tech Team to design, configure and deliver practical platform solutions for clients
· Onboard new Customers and ensure their system is set up accurately, efficiently and in line with their processes
· Support workflows and automations, including automated email communications, workflow triggers, rules, conditions and customer-specific settings
· Investigate and troubleshoot system issues, particularly where backend configuration, data or workflow logic may be impacting the customer experience
· Assess customer data, identify inconsistencies, and use Excel confidently to review, clean, compare and interpret information
· Act as a key contact for customers, supporting day-to-day queries, training needs, system updates and process improvements
· Build and refine systems, workflows and processes that improve accuracy, efficiency and scalability
About you
You’re someone who likes to understand how systems work, not just how they look from the front end. You enjoy asking the right questions, mapping processes, testing logic and finding practical solutions when something isn’t working as expected.
You may have worked in a SaaS, software, systems administration, implementation, customer success operations, business systems or technical support environment. What matters most is that you can demonstrate experience working with workflows, automations, platform configuration, data and troubleshooting.
You’ll also be comfortable and energised speaking with customers and internal teams, explaining technical concepts in a clear and helpful way, and balancing detail-focused backend work with thoughtful client communication.
We would especially love to hear from candidates who can talk through examples of:
· Demonstrated Customer engagement success
· Setting up automated email workflows, including what triggers the automation and what conditions must be met before an email is sent
· Using workflow logic to improve a customer process or reduce manual work
· Troubleshooting a backend system issues
· Working with data and using Excel to assess, clean or compare information
· Testing a system setup to make sure it works correctly before going live
We are looking for you to have:
· Full working rights in Australia
· Experience in a SaaS, software, platform, systems, implementation, customer success operations or technical support environment
· Confidence troubleshooting backend system issues and working through problems methodically
· Strong Excel skills, with the ability to assess, compare, clean and interpret data accurately
· Experience working with customer requirements and translating them into practical system configuration or process improvements
· Strong communication skills and the ability to explain technical concepts clearly to non-technical users
· Customer success, client support or account management experience within a tech-driven business
· A proactive, curious and solution-focused approach, with comfort working autonomously in a small team
· The ability to learn quickly and adapt to a new technology platform (we’re built on Zoho – experience is a bonus but not required!)
· Strong organisational skills with the ability to prioritise multiple projects and manage inbound requests or tickets
Why join?
Work from home: Enjoy the flexibility of working from home four days a week – more balance, less commuting
Be part of a growing company where your ideas genuinely matter
Work closely with founders and a passionate team driving meaningful change in the early education sector
If you have any questions or would like to discuss this opportunity further, please do not hesitate to contact our Careers Team at car••••@fibrehr.com.au.
Your privacy is important to us, for further information, please click below:
https://www.fibrehr.com.au/resources/privacy-policy