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You can reach us at info@harkmedical.com.
HARK MEDICAL
Customer Support Lead
Melbourne · Full-time · Reports to Chief of Staff
Posted on:
15 July 2026
About Hark Medical
Hark Medical creates medication management technology. Our hero product, SASHA, is a device that stores medication and alerts the user when it’s time for a dose. SASHA uses audio and visual cues, releases the correct dose, and tracks everything in a connected app. It works in residential aged care, home care, and increasingly for people managing their medication themselves.
Around 250,000 medication-related hospitalisations happen in Australia every year, two in three of them preventable. SASHA helps reduce them, while giving care teams the visibility they need and residents the independence they deserve.
We're a Melbourne-based startup that gives people real ownership and trusts them to run with it – no micromanagement here (who has the time?). We’re at an exciting point in our growth with new opportunities unfolding over the coming months, and this role is an essential piece of the puzzle as we scale.
About the role
Hark has grown to the point where customer support deserves a dedicated owner. The foundations have been built by the team, and now we need someone to bring it all together and formalise the support function on top: a knowledge base, clear escalation paths, a closed-loop rhythm with the product team, and the kind of customer follow-through that turns a single issue into a lasting fix.
This is a role with real autonomy. You'd be the first person at Hark whose full job is to own customer support: keeping it running well day to day, steadily improving how we work as we grow, and ensuring that every issue lands somewhere good - a customer answer, a process fix, or a product change.
You'd also be the customer's voice inside Hark, bringing what you hear from facilities and care teams into the conversations that shape what we build next.
What you'll do
Be the face of Hark when things go wrong. Our AI assistant Emily handles front-line phone support for us and currently resolves about 50% of calls on her own. You’ll be the escalation point for any calls Emily can’t resolve, as well as inbound emails: triaging issues, resolving what you can, and escalating where needed. This includes an on-call component for occasional out-of-hours support, which is compensated accordingly.
Run the proactive monitoring loop. Our dashboards surface alerts before clients call us. You check them daily, follow up with clients, and chase patterns that point to bigger issues.
Drive the weekly worst-offenders review. Investigate the devices and sites causing the most alerts. Decide what needs to be troubleshot in person, what's a product issue, and what's worth tracking further.
Become Hark's go-to expert on how SASHA behaves in the wild. Spot patterns. Recognise recurring issues before they become repeated tickets. Suggest where automation or AI tools could help carry the load.
Get out of the office. You’ll brief our account managers before facility visits, and sometimes join them on the road. You might spend 1–2 days a week seeing SASHA in use, building relationships with the people on the ground, and bringing what you learn back into how we work. It's one of the best ways to understand the product, and the people who depend on it.
Be the voice of the customer inside Hark. Every call, email, and alert tells us something about a person, a facility, a product, or a process. You carry that perspective into priority discussions with the product team, advocate for the fixes that matter most to customers, and follow through until they're released and the customer is told.
Maintain and improve the system. Keep our knowledge base current. Refine escalation paths as we learn. Train Emily to handle new support queries, and contribute to selecting a more robust ticketing platform as we scale. Bring regular trend reporting to leadership.
What we're looking for
You own things end-to-end. When you see something dropped, you pick it up. You're comfortable knocking on engineering's door (politely and persistently!) until you get an answer. You don't consider an issue closed until the fix is verified and the customer told.
You present well to customers. Calm under pressure, warm with stressed clients, the kind of email that makes the recipient feel heard.
You see process gaps and you fix them. A spreadsheet you built because nobody was tracking the thing properly. A playbook you wrote so the next person didn't hit the same wall you did. A standing meeting you started because the same Slack thread kept coming up. We're not necessarily looking for someone who's built a function from scratch, but we are looking for the instinct to spot what isn't working and fix it.
You're technically curious. You're comfortable digging into the data when something doesn't add up, triaging hardware vs. software vs. user error, and communicating with engineering about bugs and product improvements. You don't need to write code; you need to know when to call someone who does.
You care about the people on the other end. We’re proud that our product makes a genuine difference in the lives of those who use it, across people managing complex medication schedules at home, elderly people in care, families, nurses, and organisational leadership. It’s important to us that the person in this role genuinely cares about the mission and the people we support.
We're open about background. Healthcare or aged care experience is a bonus, not a must. At least 2–3 years experience working in customer support, customer success, help desk, or another customer-facing role is preferred. Ex-clinical, SaaS customer operations and hardware product support backgrounds are all welcome. We care about the traits above more than the sector.
You'll need full Australian working rights, as we're not able to offer sponsorship for this role.
What we offer
Compensation: Competitive base salary plus super, with additional pay for any out-of-hours calls taken.
Where you work: Our office in Richmond, Melbourne, with one WFH day per week. You’ll also visit facilities, so a driver's licence is required, and access to a car is preferred.
The team you'll join: Small, capable, working on something meaningful. You'll report to our Chief of Staff, but work closely with all other teams across the business.
Where this could go: For the right person, as we scale this role could grow into Head of Customer Support with a team underneath.
How to apply
Send us a cover letter about why this role catches your eye, plus your CV, to info@harkmedical.com, or click the Apply button below.
We want to know what kind of problems you like solving, and where you’ve done your best work.
We’ll respond to every applicant.
Safer medication, smarter care.