Hi there, we're The Lookout Way, and we make Lookout — a SaaS-based care management platform that powers aged care and NDIS service providers to get exceptional outcomes for their clients, families, and support workers.
Our team extracted Lookout from the digital infrastructure we made by running a real, world-class service provider, Five Good Friends. Lookout has already powered over 1,000,000 hours of support in the home.
We're aiming for a flexible start in April. We're accepting applications until Monday 7th March 11:59 pm UTC+10.
We're carving out a brand new space inside our Product Team to welcome a Product Success Specialist. In this newly created role, you'll help our customers run on Lookout by educating them about both the ‘how’ and ‘why’ of upcoming releases. To date, this has been a side project for our Product Managers, but you will be taking over the reins of Lookout's canonical reference material and release management. The work is a blend of storytelling, technical writing, and the coordination of making new features generally available to all of our customers.
We maximise our impact by pacing releases into long, eight-week cycles. Product Managers, Engineers, and Designers collaborate to solve problems this cycle while you write about what they solved and beta tested the last cycle. We have a strong writing culture, so you'll get regular updates from Project Teams as they develop new features, but you'll also draw insights by interviewing people and trying out beta features for yourself.
Thousands of people will read the reference materials you create. You'll write one-page announcements, publish guiding support articles, record quick screencasts, wire up timely in-app prompts, and flip the switch to turn features on.
Our customers will use your reference materials to learn about what's new or get help with a specific topic. Our Success Team will use your reference material to support customers with adopting features or troubleshooting problems. Our Marketing Team will use your reference materials to proudly tell the world about what we've made and how it can help them make progress. Your writing will become representative of our product's voice.
To give you a better idea of the day-to-day, here are some recent examples from our Product Managers:
We use Basecamp to collaborate internally and coordinate releases, Notion for our internal reference documentation, and Intercom to email customers, wire up-in app prompts, and manage support articles.
Your favourite part of working on new products is delivering real value to customers. You enjoy interacting with your team and customers in a consultative way. Showcasing technology cross-departmentally and to customers energises you. Applying deep curiosity to new challenges comes naturally, and you persist until you can see the most efficient path to full resolution. You are happiest when you are continually learning. You write exceptionally well.
You believe in the collective ownership of the product. We celebrate the highs, and we learn from the lows. We're kind, honest, and authentic with each other. We invite debate and encourage alternative perspectives, but when we commit, we put our differences aside and see it through.