Customer Success Associate

Customer Success Associate – AI‑Native Care Management (Entry Level, Adelaide)

Opening – who we are

Effica is Australia's first AI‑native care management platform, built in Adelaide to help NDIS providers deliver better, safer, more human support at scale.

We're part of the TABC Group ecosystem (Tibii, DSA, B‑HART and more), working at the intersection of disability support, technology, and AI.

We believe in "hire for fire, train for skill": we care more about your energy, empathy and willingness to learn than about what's on your CV.

The role – a day in your life

It's Tuesday morning in our North Adelaide office. You grab a coffee, open Effica, and see a few NDIS providers flagged by Effie, our AI assistant, as needing a check‑in today.

You jump on the phone with a Support Coordinator whose caseload just grew and help them feel confident using Effica to keep participants safe and organised.

You answer live chat questions from a small therapy provider about onboarding their team.

You log simple issues and patterns so our product team can make Effica better every week.

By the afternoon, you're following up with a provider who attended our AI in NDIS Summit and now wants to trial Effica; you guide them through next steps and make sure they feel supported, not "sold to."

You're the human face of Effica – the person our customers remember when they think "that was actually helpful."

What you'll do

• Be the first point of contact for Effica customers by phone, email and chat.
• Help NDIS providers get set up, stay organised and get value from the platform.
• Capture feedback and common questions so we can improve training, product and processes.
• Work closely with our founders and product team in Adelaide as we scale across Australia.

What you don't need

• You don't need prior Customer Success experience.
• You don't need a degree in business or IT.
• You don't need to know the NDIS inside‑out on day one – we'll teach you.

What we're looking for

• You like people, and people like you – you listen well and communicate clearly.
• You're curious about technology and not afraid of learning new systems.
• You're organised enough to keep track of follow‑ups and promises you've made.
• You care about doing work that actually helps people, not just ticking boxes.

Location and type

Full‑time, in‑office role based in Lightsview, Adelaide.

Salary

$65k–$72k base + super, depending on experience and fit.

Why this role matters

Effica sits at the centre of how NDIS providers manage risk, quality and participant outcomes. Every time you help a customer use Effica properly, you're indirectly helping a participant get safer, more reliable support.

You'll learn customer success, NDIS operations, and AI‑powered SaaS from the inside – the kind of career capital that opens doors for years to come.

How to apply

When you apply, we'll ask you a few short questions instead of just a CV upload – things like:

• "Tell us about a time you helped someone through something confusing."
• "What excites you about working at the intersection of disability and AI?"
• Answer honestly and in your own voice. We read every application ourselves.

Apply Here:

Apply Link: https://app.hiroo.world/apply/effica-customer-success-associate