This is your chance to join a team of forward-thinking, change-making individuals collectively transforming the way healthcare is delivered. Operating at the intersection of two fast-growing industries – health and tech – you’ll play an active role in shaping the future of healthcare in Australia.

The Gig:

HealthEngine is looking for a driven, customer-centric leader to manage the Customer Support team on a 12 month maternity contract.

The purpose of our Customer Support Manager is to lead and manage the day to day operations of the Support and Installation teams, as well as the individual performance with KPIs and HealthEngine values. The Customer Support Manager will be the advocate for the team and the customer, and will be part of the planning and organising of Customer focussed activities to maintain and enhance customer satisfaction. On a Company level, the Customer Support Manager will be the cross department subject matter expert for practice support, provide feedback to internal stakeholders and maintain and improve systems and procedure relating to Support functions.

Responsibilities:

• Lead, mentor and develop a team of 12 Technical Support & Implementation Specialists
• Resource planning, recruitment and training for all support verticals
• Sprint planning, prioritisation, UAT testing and training for all support verticals
• KPI reporting
• Complaints resolution and Customer satisfaction
• Zendesk Management and analytics
• Help Centre content management and analytics
• Phone reporting management
• Monthly performance reviews
• Involvement in the recruitment process

About You:

You have strong leadership capabilities, keeping team members motivated through your compassion and other interpersonal skills. You must have excellent communication skills to liaise with clients and employees across the Company and are an expert in managing the Customer experience.

Experience you’ll bring:

• A minimum of two (2) years experience of leading a team
• A minimum of two (2) years experience in technical support
• Experience working with Zendesk and Salesforce preferable

What’s on offer:

HealthEngine is where you’ll be your best self. You’ll collaborate with smart, interesting people who will challenge you to be better. You will learn lots and grow even more. There’s no limit to your progress — your future’s what you make of it.

• A diverse culture of smart creative individuals who are passionate about HealthEngine’s mission and vision
• An open-plan office with a variety of spaces for working and socialising
• Regular social events from mini golf, to afternoon drinks, birthday-brunches, hackathons and huge end of year celebrations

Company Description:

HealthEngine is a purpose-led business, on a mission to make healthcare better for all. We’re dedicated to simplifying Australia’s complex healthcare system through modern, innovative technology. Transforming the way patients access healthcare, we’re seamlessly connecting patients and practices while providing practitioners with tech solutions to improve the patient healthcare journey.

If you’ve got some ambitious aspirations to kick some serious career goals, the rocket ship is launching, the flight path set. Suit up and climb aboard.