Learning and Development Support

What is the role?

An exciting permanent part-time work from home role has become available, to join a rapidly growing Australian learning platform (SaaS). You might be 

• Experienced in SaaS customer support in a comparable software platform – an LMS or HRIS ideally - and interested in the Learning and Development industry, OR
• Learning and Development (or HR) professional who is savvy with IT and interested in a highly varied opportunity to provide advice and support to a wide range of organisations.

The role requires 4 days per week. There is flexibility on days and hours to suit requirements (e.g. childcare). Candidates requiring a full-time 5 days per week role are encouraged to apply (the role can be extended to full-time for the right candidate). We are a remote working organisation, so you can be located anywhere in Australia.

As a Learning and Development Support Consultant, you will help customers (typically organisations, not individuals) implement our learning platform - onboarding new admins, helping with data migration, training on key features, advice on training plans, assisting with creation of learning content.

This role also includes daily support for existing customers (provided via online chat), maintaining our knowledge base of support articles and providing feedback to the development team for product improvements.

Ideal candidates will also have experience in either learning and development or community and marketing. 

What is Tribal Habits?

You’ll be working within our proprietary online learning platform. It’s a lot like a learning management system, but it has a built-in elearning authoring tool (is similar to Rise 360) as well as an extensive library of ready-made content. It’s a powerful platform with a very wide range of features.

We are an Australian organisation and the platform is designed, developed and run entirely from Australia. Our vision is to empower any employee in an organisation to transform their workplace knowledge into interactive online training for other staff. Organisations can capture vital internal processes and skills to quickly create customised learning for staff and customers. 

The platform has many unique features designed especially for small to medium Australian organisations, including local compliance training content and powerful automated learning features.

Our customers range from small training providers, many Not-For-Profit organisations, small to medium businesses across a range of industries, international firms with Australian HQs and several Government organisations. 

For many of our customers, we are their first online learning platform and they have a great appreciation for our support and L&D advice.

Why is this role available?

We are enjoying rapid growth! Our existing support team simply needs some extra resources. So you will be working within a small team of existing customer support staff. You will be provided with extensive training, be able to join and observe existing support sessions and follow a path to taking the lead with new organisations as you progress. 

What are the role responsibilities?

The role has four components.

First, is assisting new organisations with their onboarding of our platform. This includes setting up new portals for customers, running (virtual) implementation training sessions, assisting with data set up or migration, maintaining customer notes/files in our customer engagement platform and providing advice to common training/learning/software questions. Implementation is led by the customer and we have processes and training in place for them. But they benefit from having a dedicated customer support manager to guide them through the journey, answer questions and help them avoid mistakes. Implementation activities vary through the year with our sales cycle, with onboarding typically taking 2 months per organisation.

Second, providing daily support for administrators at our organisations. Admins can access support chat within our platform. Our chat feature suggests articles and encourages self-service, but we provide very responsive support chat as needed. This may mean helping customers understand complex functions, find a feature or – potentially – identify a possible bug and troubleshoot.

Third, maintaining our knowledge base. We manage an extensive online knowledge base, including articles and videos. We also provide training modules within the platform. We regularly (weekly) release new features which require updates to existing articles or the creation of entirely new articles. This work also includes reviewing customer support data to identify and action improvements.

Fourth, contributing to the continued development of the platform – suggesting new features, testing newly developed features or assisting in the development of future ideas. As you will be directly exposed to customer activities and feedback, you are in a great position to identify ways to improve our UI or features.

Ideally, candidates will also be able to add value in one of the following areas:

1. Learning and development. You may be an L&D or HR professional with experience in LMS, elearning tools or HRIS. As part of customer support, we are often providing advice to customers on L&D. This may include curriculum design or training roll-out. We also offer a service to convert customer content (such as documents, slides or videos) into interactive online training. So experience with instructional design can be very useful.
2. Community and marketing. You may be a Support professional with experience in building user communities or creating value-adding social content. As our range of customers grows, we are seeking ways to build a community – to share best practices, generate connections and build referrals. So experience in hosting community webinars, writing blog articles, creating support videos or other content can be very useful. 
3. Basically, you will join a small, growing, highly motivated team. As a smaller organisation, your opinions will be listened to and valued. If you have a good idea, we’ll do it! This is not a cookie cutter role. We are looking for input and ideas. Tribal Habits is constantly evolving, and we want someone who is onboard and excited to contribute to that growth.

What is the required experience for this role?

Candidates would have a minimum of 3-5 years prior experience in EITHER:

• SaaS customer support – ideally with LMS or HRIS platforms.
• Learning and development (or HR) experience - ideally also with using LMS, eLearning or HRIS platforms. 

In addition, the following competencies would be required:

• Comfort with technology – Word, PowerPoint, Excel, Zoom / Teams
• Comfort with data and spreadsheets (including data migration)
• Outstanding communication skills, both written and verbal
• Excellent stakeholder management skills
• The skills of a creative problem solver
• The attitude of a professional, honest and a good team player
• Experience working from home. This is a fully remote role
• The ability to be organised and self-motivated

What are the benefits for a successful candidate in this role?

• A competitive salary (with an opportunity to grow your hours or responsibilities over time)
• Being part of a team building an innovative product where you can see real results 
• Gaining experience at a growing Australian Internet success story
• Working with experienced entrepreneurs creating revolutionary new technologies
• Working from home / remotely, with flexible working arrangements and hours
• A quarterly Recharge Day in addition to standard holidays

Interested? What are the steps to apply for this role?

1. Include a cover letter about why this role interests you. Applications without a cover letter will not be accepted or reviewed.
2. Include your CV with the application. Please focus on relevant experience as outlined above (particularly in Software Support or L&D/HR).

Please note that while our CEO and Support Team Lead are based in Brisbane, you can be located anywhere in Australia. We are a remote working environment with staff located around Australia. You only need a suitable work-at-home environment and good broadband.

Interviews will be held via Teams. Selected candidates will interview with the General Manager and Support Team Lead. Second-round candidates with the CEO.

References will be required.

This role is ready to start immediately.

You must also have the permanent right to live and work in Australia. 

We request that recruitment agencies do not contact us about this role. We will only accept CVs directly from candidates.