We were founded in 2020 to uplift the delivery of care by combining transformative technology with industry experience. Our origin lies in addressing the challenges faced by in-home Aged Care service providers.

Our flagship product, Lookout, is an all-in-one Software as a Service platform designed to equip service providers and their clients with tools and oversight to optimise in-home care delivery for quality and profitability.

We are headquartered in Brisbane, Australia, and our team and customers come from all over Australia.

About the Role

We are seeking a motivated and knowledgeable professional to ensure our new customers are set up for success on the Lookout Platform. You will be responsible for delivering tailored training programs that equip our customers with the skills needed to fully utilise the platform’s features, particularly within finance/payroll, claims and sector-specific requirements.

In this role, you will work closely with our customers operating in the aged care, home care, support at home and NDIS sectors. Your industry knowledge will be critical in helping customers meet compliance standards and optimise their operational workflows.

This position requires regular interstate travel to deliver personalised, in-person support to new customers across Australia.

Responsibilities

Training

Deliver online training, including 1:1 sessions and 1:many sessions (webinars)

Deliver training to internal stakeholders to ensure they are up to date on new feature releases

Develop customer training courses in line with ongoing needs identified by management

Conduct regular training sessions to ensure customer competence both in the controlled classroom type environment and also in relation to the workplace.

Assist in tailoring training programs to meet the specific needs of different customer groups and organisations.

Maintaining up-to-date records of training activities.

Train customers on how to use Lookout’s finance functions

Modifying and maintain training courses, to ensure that they reflect current best practice and the most up to date features.

Provide input into translating customer needs into marketable training solutions.

Provide clients with product knowledge to ensure optimum utilisation of the the Lookout platform and suggest the use of additional products offered by The Lookout Way where applicable.

Work with individuals and teams on their processes, improving their success as a team and their effectiveness

Customer Service

Investigate and resolve complex enquiries escalated from the customer success team. Where appropriate, escalate further to the product and engineering teams.

Recommend the purchase of additional products offered by The Lookout Way where applicable or identifying sales opportunities for follow-up by our Sales Representatives.

Go-Live

Deliver onboarding and Go Live training: Conduct comprehensive training sessions to prepare customers for the successful rollout and day-to-day use of the Lookout Platform, with a focus on finance

Provide hands-on Go Live support: Work directly with customers during their Go Live period to ensure a smooth transition, troubleshoot issues, and build user confidence in real-time.

Collaborate with internal teams: Partner closely with product, support, and customer success teams to escalate customer feedback, resolve issues quickly, and ensure an outstanding onboarding experience.

Drive user adoption and platform best practices: Act as a trusted advisor, helping clients fully leverage Lookout platform features to improve their business outcomes, especially in financial and operational processes.

About You

Your Experience and skills

3+ years experience delivering software training and onboarding programs, ideally for SaaS (Software as a Service) platforms.

Background in finance, accounting, or payroll, preferably within aged care, home care, or NDIS settings.

Experience with Go Live / post-implementation support, troubleshooting, and guiding users through early adoption stages.

Industry knowledge of aged care, home care, and NDIS compliance and operational processes (e.g., funding models, reporting requirements, workforce management).

Experience working directly with customers in training, customer success, consulting, or support roles.

Demonstrated ability to manage multiple client relationships and provide hands-on, high-touch support during critical periods.

Comfort with regular interstate travel and delivering in-person workshops or 1:1 training.

What’s in it for you?

The way we work and the perks we offer are designed to help you live a fulfilling life. Some of us start late, and some of us finish early. We overlap for most of the day, and we work a regular week where overtime is rare. Our work is meaningful, and the problems we solve are interesting. We like coming to work and working together, but we're parents, carers, siblings, friends, students, athletes, dancers, gamers, writers, gardeners, and hobbyists with a life away from work too.

We are prepared to offer a competitive salary package of around $81,000 per year plus super. This salary is negotiable, depending on your skills and experience.

You’ll work remotely from anywhere in Australia as long as you have a stable internet connection and a comfortable setup. We do have offices throughout the country for face to face contact.

You will get an annual $500 health and well-being allowance to spend on anything contributing to your health and well-being away from work.

On top of the standard 4 weeks of annual leave, after your second year, you will accumulate an additional day of annual leave each year you are with us. You will also have access to our Pandemic Leave policy and have the chance to purchase additional annual leave.

Access to our employee assistance programme, where you can receive free confidential and professional counselling.

Parental leave benefits –All caregivers who are eligible for the government’s paid parental leave scheme will receive top-up wage payments. Additionally, primary caregivers will receive top-up superannuation payments for their first year of unpaid parental leave.

One free membership plan with our sister company, Five Good Friends, which covers the Care Management fees. This could be worth more than $7000/yr.

Working for a company that has an employee engagement score that is 6% higher than the top 10% industry average (we are actually a great place to work).

And… after 5 years of continuous service, you will receive a trip to Okinawa, Japan - the community that inspired the creation of The Lookout Way and Five Good Friends. Costs of your return economy airfare, 5 nights in hotel accommodation and airport transfers will be paid.