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About ACORN PLMS

At Acorn PLMS, we are on a mission to transform the corporate learning experience. Our cutting-edge Performance Learning Management System (PLMS) software is powered by AI and designed to ensure that what people learn directly contributes to their exceptional performance in business. Corporate performance and learning needs a revolution, and Acorn PLMS is the antidote. We are the only solution that guides learners step by step to master the specific capabilities required for their roles, ultimately accelerating organisational performance.

We are open to individuals based in Sydney, Australia – this is an in-office role.

About the Role

As our Customer Support Specialist, you’re a trusted partner to our customers - someone they can rely on when things feel complex or unclear. You take ownership of issues from start to finish, not just resolving tickets but helping customers feel confident, supported, and understood along the way.

You’re comfortable navigating Acorn’s platform across features, integrations, and configurations, and you enjoy digging into problems to find thoughtful, lasting solutions. When challenges arise, you approach them with curiosity and care - diagnosing root causes, guiding customers step-by-step, and collaborating with internal teams to ensure the best possible outcome.

Beyond solving individual issues, you notice patterns. You look for ways to make things clearer, smoother, and easier - whether that’s improving documentation, sharing insights with teammates, or refining how we work. You’re naturally empathetic, proactive in setting expectations, and motivated by creating consistently positive customer experiences.

You also see AI and emerging tools as an opportunity - not to replace human connection, but to enhance it - using them thoughtfully to improve responsiveness, clarity, and the overall quality of support we deliver.

5 Key Capabilities

The best part… we use Acorn for Acorn. We believe in the power of our Leaders and Staff being aligned on the 5 capabilities needed for each role, and the level that we expect for any given role, using our Acorn AI tool to streamline this consistently across our business. The 4 levels comprise Foundational, Developing, Proficient, and Advanced.

Here are the 5 key capabilities for our Customer Support Specialist role and the level expected to give you an idea of what the role entails:

1. Communication & Stakeholder Management - Communicate clearly and manage stakeholders to understand needs, align expectations, and coordinate action to build trust, resolve issues quickly, and drive customer value through continuous improvement. Level – Proficient: At the proficient stage, you lead empathetic conversations and set expectations. You partner with product, sales, and customers, document accurately, escalate via agreed paths, and drive faster resolution within SLAs.

2. Continuous Improvement & Knowledge Sharing - Identify patterns in customer issues, implement incremental improvements, and codify and share knowledge to enhance customer outcomes, reduce repeat demand, and raise team performance. Level – Developing: At the Developing stage, you spot recurring issues and trial small improvements. You document solutions, update knowledge articles, and share insights with the team. You use customer feedback and time to close to prioritise efforts that reduce repeat contacts and improve resolution speed.

3. Customer Issue Resolution - Diagnose, resolve, and prevent customer issues to restore service quickly, maintain customer trust and retention, and drive continuous improvement. Level – Proficient: At the proficient stage, you independently resolve most issues end-to-end. You manage SLAs, document clearly, and escalate with context. Your work reduces repeat contacts and improves team metrics.

4. Product & Domain Knowledge - Develop and apply product and domain expertise to diagnose issues, resolve enquiries, and guide effective product use that maximises customer value and sustained adoption. Level – Proficient - At the proficient stage, you diagnose issues across features, integrations and learning, replicate scenarios, and propose workarounds. You keep articles current and turn article priorities into practical use, resolving most enquiries.

5. Support Operations & Tooling - Design, operate, and optimise support processes and systems to ensure reliable service delivery, improve customer outcomes, and scale self-service. Level – Developing: At the developing stage, you use tools to manage queues, meet SLAs, and use tags/macros. You document fixes and configure automations with guidance. This speeds resolutions and reveals trends.

Key Responsibilities

• Independently manage and resolve customer support tickets end-to-end, diagnosing issues across platform features, configurations, and integrations while meeting SLAs.
• Accurately assess, prioritise, and maintain tickets in HubSpot, ensuring detailed documentation of troubleshooting steps, context, and resolution outcomes.
• Replicate and investigate complex issues to identify root causes, propose workarounds, and escalate product defects with complete and actionable context.
• Lead clear, empathetic customer communication, proactively managing expectations and providing structured guidance toward resolution.
• Collaborate cross-functionally with Product, Engineering, Customer Success, and Implementation teams to coordinate timely and effective outcomes.
• Identify recurring issue patterns and contribute to knowledge base improvements, helping reduce repeat contacts and improve resolution speed.
• Leverage HubSpot automation, reporting tools, and AI-powered support tools to improve documentation quality, workflow efficiency, and operational insights.

Required Experience

• 2–4+ years in customer support, service desk, or SaaS environments.
• Demonstrated experience independently managing customer issues through to resolution.
• Strong diagnostic and problem-solving skills, with the ability to replicate and analyse technical scenarios.
• Exceptional written and verbal communication skills, with a customer-first mindset and a natural ability to build rapport.
• Experience working cross-functionally with Product, Engineering, or Customer Success teams.
• Demonstrated empathy, patience, and professionalism when managing customer interactions.
• Comfortable leveraging AI tools to improve workflow efficiency and knowledge management
• Technical or software experience – candidates must show aptitude, curiosity, and motivation to learn Acorn’s platform and technical concepts.

Why Join Acorn PLMS?

This is a unique opportunity to join a rapidly growing global SaaS company redefining corporate learning. You’ll have the autonomy to shape our brand and marketing strategy at scale while working with a passionate, high-performing executive team. At Acorn, you’ll be part of a culture that values innovation, impact, and learning – and where your work directly drives the success of millions of learners worldwide.

Compensation

One of our core values is transparency and we believe in being upfront with candidates throughout the recruitment process, to make sure expectations are aligned.

This role sits within a salary range of $68,500 - $90,000 AUD + 12% superannuation contribution, commensurate with experience and qualifications.

Location

We are open to individuals based in Sydney, Australia. We are an office-first company, meaning we work from our local offices the majority (if not all) of the time. We want to create cool stuff with great people, and we know from experience that is best done through daily moments like the coffee run, walk to grab lunch, or quick huddles. Being able to capitalise on this is key to our ongoing success and a large part of the reason we can work at the pace we do. Please note candidates will need to be in commuting distance to our office based in the Sydney CBD (Townhall).

Applicants must have full working rights in the location they apply to, to be considered for this role. Unfortunately, we are unable to provide visa sponsorship at this time.

Our Recruitment Process

Acorn is committed to fostering a diverse and inclusive workplace where everyone feels valued and respected. We are an equal opportunities employer and welcome applications from all qualified candidates. We aim to ensure that our recruitment process is fair and accessible to everyone and encourage candidates to request any accommodations needed during the application or interview stages.

About Working at Acorn

Acorn is the hub for learning and performance for over 3 million active learners globally. The work you do — whether that’s writing lines of code, designing the layout of a dashboard, or talking to customers — helps real people grow not just professionally, but personally. In the space of 10 years, we’ve grown to a global platform in the heart of many major organisations’ ecosystems. There’s still so much more to do, and we need people who are keen to help us journey into the next phase on board! And since we’re still growing, there’s so much you can learn on that journey with us. To find out more about life at Acorn, our Values and working with us, check out our website at https://acorn.works and see our Life At Acorn video here! https://youtu.be/2BGUk-n3FrQ?si=U_sS1Y5ZSP0tNtZW