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Hola Health: Customer Success Associate

Job Title: Customer Success Associate
Company: Hola Health
Location: Remote (Australia)
Salary: $70k AUD
Reports to: Operations Manager - Consult
Are you a high-performer looking for a new challenge?

About Hola Health

At Hola Health we are on a mission to transform the healthcare sector by providing accessible healthcare solutions ranging from on-demand telehealth consultations with AHPRA accredited doctors, to same-day medicine and pharmaceutical product delivery all around Australia.

To support us in accelerating our impact in healthcare for all Australians, we are opening an Operations Coordinator role responsible for refining the systems and processes that drive our existing marketplace operations.

Job Description:

The Customer Success Associate role will be at the forefront of delivering outstanding customer support through phone calls and emails. As a pivotal Customer Success Team member, you'll play a vital role in resolving customer inquiries, amplifying customer education, and fostering positive relationships to ensure an exceptional customer experience.

This position sits at the heart of our Telehealth operations, and will play a fundamental role in our ability to scale the pace and efficiency at which we provide the required services to our valued customers.

The requirements of this role would be optimally suited to a candidate who is comfortable and enjoys operating in a startup setting- where we experience a level of ambiguity and rapid changes to our business operations. Some soft skills that will be conducive to success in this role are skills such as agility, adaptability, attention-to-detail, problem solving and empathy.

No startup experience is explicitly required. As we are a health-tech startup ourselves, this is a guiding summary of the environment we are currently operating in.

Responsibilities:
- Customer retention - Build and nurture empathetic relationships with our users
- Issue Resolution - Troubleshoot and resolve customer issues, complaints, or technical problems effectively
- Customer Education - Educate customers on our product offering to enhance their overall experience
- Feedback Collection - Gather customer feedback on products and services to identify areas for improvement
- Problem solving - We are a fast paced start-up and curveballs come up all the time. You will need to take a pro-active approach to solving these problems
Goals & Objectives:
- Improve user satisfaction
- Improve user first contact & response times
- Problem solving user issues
- Refining our support processes & collaborating with our support team
We would love for you to have:
- A deep hunger to learn and strive for consistent improvement
- Excellent organisational skills and the ability to self-manage workload and task prioritisation
- Strong communication and interpersonal skills to interact with various stakeholders
- Strong Customer support skills to empathise with our users and solve their problems
Bonus points if you have:
- Prior experience working within startups
- Previously worked in customer success/support roles
- Previously worked in partnerships/relationship management roles
- Experience in craft dedication to reach high performance e.g. sports, art, music etc…

Every member of our existing Hola Health team is an enrichment to our diversity of experiences, perspectives and backgrounds, and exposes us to unlimited ways of understanding people, problems, and how to design solutions.

Health challenges are indiscriminate, and so are we. Our employees know our customers because they are our customers. At Hola Health, we are united by a single uniting factor; the drive to improve quality of life for all people through healthcare.

We are committed to developing an equitable, barrier-free recruitment process and work environment, and we encourage all interested applicants to apply.

If the next step in your career feels like the time to start contributing to a deeply impactful mission, surrounded by forward-thinkers and innovators, we hope you’ll consider applying to join our team.

How to Apply:

To apply for this position, please submit your resume and cover letter to give us an understanding about the experiences and abilities that have shaped you to be a great match for this position.

We look forward to learning about you!

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