Customer Success and Enablement Specialist

Job Description

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• Employment: Full-time, 38 hours per week
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• Reports to: Product Manager
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• Practicalities: Must have legal entitlement to work in Australia
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About SuperAPI

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SuperAPI is a Melbourne based RegTech company that sits between Australia's employers, their payroll and HR software, the ATO, and superannuation funds. Every time someone starts a new job, we handle superannuation onboarding from end to end: capturing and validating employee details, checking for a stapled fund, managing choice of fund, and registering default funds, all compliantly and automatically. This matters more than ever now that Payday Super requires contributions within days of payday, which turns getting onboarding wrong into a real compliance risk on every hire.

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We reach employers through our platform embedded inside many of Australia's leading payroll and workforce management platforms, through our own product Xonboard (a simple and secure onboarding solution and a certified five star app in the Xero App Store), and increasingly through enterprise systems like Workday and SAP SuccessFactors to reach some of Australia's largest corporates.

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On the other side, we partner with many of Australia's largest super funds, which gives us some of the broadest fund coverage in the market. We're proudly independent, which is what lets funds and software partners trust us to operate neutrally across the whole market, and we're growing fast with a lot still to build.

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About the role

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This role covers every surface where our users touch the product: Xonboard, and our platform embedded inside partner systems like Tanda and Deputy. You will be the person who makes sure employers, accountants, bookkeepers and partners actually get value from the software, not just access to it.

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The role is enablement first: most of your time will be spent talking to customers and getting them live. You are also our feedback loop, turning what you see and hear into insights for the product team and content that helps the next customer help themselves.

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This is a varied startup role with real ownership. If you thrive on customer contact and enjoy rolling up your sleeves, you'll love it.

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Key Responsibilities

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• Customer enablement. Run demos, getting-started sessions, webinars and training for employers, accountants and bookkeepers, getting them live on Xonboard and using it well.
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• Partner enablement. Support our partner platforms (Tanda, Deputy, Humanforce and others) by helping their employers adopt the software, switch on the ATO connection, and resolve onboarding issues, and by maintaining FAQs and enablement material for partner teams.
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• Accounting firm onboarding. Own the motion for bringing accounting and bookkeeping firms onto Xonboard: outreach support, onboarding, follow-up to activate their client base, and the collateral, copy and how-tos that make it repeatable.
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• Support. Respond to support tickets and calls across all platforms, troubleshoot step by step, and build the product depth to resolve most issues yourself and elevate the rest with a clear picture of the problem.
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• Knowledge base and content. Maintain the Xonboard knowledge base and partner FAQs, turning common questions into self-serve articles, guides and website resources.
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• Events and insights. Run and support customer and partner events, and report back on what users are doing in the software, where they get stuck, and what they are asking for
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Key Position Outcomes

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• Activation. A high and rising percentage of customers complete the setup steps needed to switch the product on, so it is live and working for them.
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• Adoption. Employers are genuinely using the software to onboard employees, not just holding an account. Onboarding volume per employer grows over time.
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• Engagement and reactivation. Xonboard users come back to the product more often. Users who have gone quiet are identified, contacted, and either reactivated or their reasons for leaving understood and fed back to the product team.
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• Support resolution. Support tickets are resolved immediately or same-day wherever possible, and recurring problems and product ideas are fed to the Product Manager as feature proposals.
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• Partner health. Partners like Tanda and Deputy see us as easy to work with: strong working relationships, responsive support for their teams, and measurably higher rates of employer ATO authorisation through their platforms.
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• Events. Regular webinars and events run on a consistent cadence, attendees find them genuinely useful, and feedback is consistently strong.
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Required Skills & Experience

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• 1 to 3 years' experience in customer success, support, onboarding, enablement or another customer-facing role (SaaS, technology, bookkeeping, payroll). Tech-savvy and quick to get deeply across new software, comfortable demoing and explaining it to others.
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• Strong communicator who relates well to accountants, bookkeepers, employers and partner teams. Clear writer, able to turn a support conversation into a knowledge base article, FAQ or how-to guide.
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• Organised and self-directed, comfortable juggling onboarding sessions, a support queue and content work in the same week. Curious, proactive, and willing to muck in across the team.
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• Familiarity with payroll/accounting software (Xero, MYOB, QuickBooks) is highly desirable; exposure to superannuation or payroll compliance is a bonus.
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SuperAPI Culture & Values

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We're a small team with a big mission: to simplify employer compliance through intuitive, integrated tools that automate superannuation and payroll obligations. Our values:

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• Security First : Trust is built into every layer of what we do.
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• Make It Simple : We reduce friction for customers at every opportunity.
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• Better Together : Collaboration drives the best outcomes.
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• Practical Innovation : We focus on solving real problems with reliable tech.
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