Support Team Leader at HotDoc

Computer Software, Full-time, Melbourne, Victoria, Australia melbourne support full-time
Description
Posted 16 days ago

HotDoc’s mission is to improve the health care experience for everyone in Australia—already more than half of Australia’s GPs and 1 in 4 Australians use the platform. Our technology helps better connect patients and doctors by making interactions between both parties accessible and easy across the entire patient journey, from bookings through to post-appointment follow-ups. Now we’re going one step further, developing products aimed at proactively improving patient outcomes by encouraging patients to play a more leading role in the management of their own health.

WHAT’S IN IT FOR YOU?

We offer a market salary with startup perks such as great tech, local wine, craft beer and unlimited kombucha, standing desks, weekly yoga and PT sessions. You'll get to take on new challenges and contribute to shaping our customer experience strategy. We foster a collaborative work environment where you’ll get to work cross-functionally with members of the Customer Experience, Product, Sales and Marketing team to support our customer experience strategy. You will enjoy flexible work arrangements while thriving in an ethically driven company that fosters inclusivity, and where action on personal and professional development is actively encouraged.

WHAT WILL YOU BE DOING?

This role is a great opportunity to join a fast-paced scale-up with an amazing company culture who are leading in the health tech space.

As a Support Team Leader, you will be responsible for maintaining and raising the benchmark of the technical support that HotDoc provides, so as to continue to drive sales, trust and customer loyalty.

Over the past twelve months, HotDoc has become Australia’s market leader and we’re on the cusp of launching into new markets with the overall ambition of improving the healthcare experience for everyone in Australia. To help us on this journey we’re looking for someone to drive the momentum and energy of our Customer Support Team so they can provide world class, low friction service to our customers.

Reporting to the Support, Knowledge and Content Lead, it will be your responsibility to manage the Support Team so they can meet or exceed our service level agreement for various customer segments, patients and partnerships.

Using your proven leadership and management skills, you will maintain the engagement and excitement of the Support Team by driving positive culture and collaboration based upon the HotDoc values.

You will be responsible for:

  • Leading the HotDoc Support Team to meet and exceed targets and OKRs, specifically around SLA, efficiency, customer satisfaction and self service
  • Using data to make informed decisions about how to provide customer support, specifically when it comes to different customer segments, partnerships or new markets
  • Partnering with cross functional teams such as Product, to bring customer insights that help define priorities, product opportunities and advocate for smart customer solutions
  • Partnering closely with the Support, Knowledge and Content Lead to drive a continuing focus on bringing ticket volume down
  • Hiring and training new team members to be successful in their role
  • Driving and encouraging the product learning and career development of direct reports while owning performance management
  • Responding to eNPS feedback for their team to improve on opportunities identified within these results

Requirements

WHAT YOU MUST HAVE TO APPLY FOR THIS ROLE

  • 2-3 years experience in a customer facing, technical troubleshooting role
  • Demonstrated ability in leading small teams, specifically with coaching, developing and managing performance
  • Be an energised and highly motivated individual with an improvement and change mindset
  • Proven ability to partner and collaborate with multiple stakeholder groups
  • Be a good ethical person with a passion for HotDoc’s mission

YOU’RE JUST THE PERSON WE’RE LOOKING FOR IF YOU CAN DEMONSTRATE

  • You’re a socially conscious person who wants to be in a role that positively impacts Australian healthcare
  • Are results driven with strong time management and organisational skills
  • Have passion for HotDoc’s mission, values and above all, empathy for the HotDoc customer base
  • You’re passionate about technology, health IT and/or SaaS

Benefits


We’ve adapted pretty well to a COVID world. You’ll be invited to many Zoom-based events including (but not limited to) Bob Ross inspired painting sessions, sourdough masterclasses, book clubs and wine tastings. And once COVID settles down, you can also expect:

  • Wellness at your keyboard, with in-office subsidised yoga, personal training sessions, Headspace membership, Health Coaching & Employee Assistance Program (EAP) that gives you access to a dedicated psychologist.
  • Our kitchen is full of fresh fruit, snacks, tea and a serious coffee machine. We also have some particularly talented bakers here!
  • Your calendar is pretty full here - end-of-year parties, golf and table tennis, competitions, BBQs and a yearly Talent Show. Friday nights here are also pretty great
  • A CBD location, that makes commuting a breeze with new bike lockup and lockers, and a stroll to Southern Cross Station or Flinders Street Station
  • We have a beautiful, green and light-filled office on the Yarra River that boasts the best balcony view in Melbourne

We celebrate diversity, and welcome applications of all types, and from all backgrounds. If you think you have the skills required, please submit a cover letter and an up to date CV.