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Customer Experience Specialist

Sydney, Australia

The Customer Experience (CX) specialist will be part of a fast-growing team and will be responsible for communicating with patients, doctors OR customers and managing consultation flows via our software platform for one or more of our 4 brands - Pilot, Kin, Skin Software & NORMAL 

Why join Eucalyptus?

We are building the future of accessible, patient-centric healthcare right here in Australia!

In just 2 years, we've grown to over 100 000 patients across 3 companies. Blackbird, who invested in us, put us among the fastest-growing companies they have ever funded.

What do we do, exactly?

Well, we have built a technology platform to deliver healthcare to Australians with a level of care and depth that brings healthcare into the internet age. We plug into doctors, specialists and pharmacies from all over the country, and our brands (Pilot, Kin and Software) cater for different demographics. Our most recent brand, Normal, is changing the conversation around sexual health and wellness.

How do we work?

Things move quickly here. We like to set goals with the mindset that if we hit them all we haven’t challenged ourselves enough. You’ll be surrounded by a world-class team of thinkers, designers, engineers and leaders who are obsessed with three things:

  1. The health and wellbeing of the average person
  2. Creating personalised, engaging, convenient user-experiences
  3. Making healthcare fun and interesting (because it is)

The organisation is flat and decision making happens regularly and rapidly at every level of the org. We believe too many chefs spoil the broth and ultimately people are given the freedom to make decisions (and mistakes), and learn from the journey. Ultimately, we believe ideas are cheap and execution is more important than anything.

Why you'll thrive here

We want to set you up for success from day one, ensuring you’ll thrive here because you’ll:

  • Come in at the ground floor at one of the fastest growing startups in the country while we are still small (~80 people).
  • An awesome office in Haymarket, near Central (with flexible work – esp. during COVID).
  • See the meaningful impact of your work on over tens of thousands of actual users (check out the customers that love us!).
  • Learn from some of Australia’s best marketers, engineers and creatives, joining a diverse team from Atlassian, Canva, Koala, McKinsey, BuzzFeed, Optiver, Halter and more.
  • A share in the company (equity), so you are rewarded for your best work.

Job description

The CX team sits in our Sydney CBD office, a short walk from Central station. The primary responsibility for the role will be communicating with patients, doctors and managing consultation flow via our software platform. 

You will triage and manage customer support tickets on HelpScout and ensure patients are looked after, and their treatments are delivered on time. You will also be a critical point of contact for Eucalyptus partnered doctors and help with managing their consultation flow.

This role will also be important to the continued success of Eucalyptus and will filter important information back through the rest of the team so we can continue to improve the lives of Australian men & women.

Maintaining a fast response time is essential to the customer journey, so rostered weekend work will be required. 

Experience required

Essentials

An ideal candidate - 

  • Has 2-3 years of customer service experience or equivalent
  • Is Empathetic, reliable, caring and has strong problem solving skills
  • Is extremely customer-focused and thrives on understanding our customers’ problems and finding the best possible solution.

Bonus points if you have - 

  • Experience in the healthcare space or service industries (e.g. hospitality) and a keen interest in health & wellness
  • Experience using a range of tones of voice whilst dealing with a broad range of customers 
  • Experience with customer service software and interest in how digital businesses work

Want to help us build the future of healthcare?

Because we’re going to need all the help we can get.

Apply Now