Customer Support Team Leader

Welcome to HotDoc! 👋

Founded in Melbourne, Australia in 2012, HotDoc is Australia’s largest patient engagement platform with over 11 million active users in Australia.

The past 18 months have seen massive growth for our business, our team, and our community. We now work with over 21,000 practitioners around Australia, including GPs, Allied Health, Dental Practices, Specialists, and Optometrists. 

We have ambitious goals to improve the healthcare experience for everyone in Australia with exceptional patient journeys, and we’re looking for extraordinary individuals to help us get there.

This is a great opportunity for an experienced Support Team Leader to join a fast-paced scale-up with an amazing company culture who are leading in the healthtech space. 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.

Whats in it for you? 

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?

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.

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 objectives, specifically around SLA, efficiency, customer satisfaction and self service
• Obsessing over our data to make proactive and 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

What you must have to apply for this role

• 3+ years experience in both 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

You are the person we are after if we 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

What do our employees love about working for HotDoc?

Our people are at the heart of HotDoc. We are an employee-first company and recognise that we can’t provide a great patient experience, if we don’t look out for our employees.

• All HotDoc staff enjoy the flexibility to work from home and work from our Melbourne HQ when required. 
• Access to our progressive Health & Wellbeing Program 
• A generous Learning and Development Budget 
• Parental leave benefits program including paid baby sleep school, first aid courses and EAP for primary and secondary care givers
• Company wide events & activities at our HQ in Melbourne for all remote and hybrid staff to attend several times a year
• Private and confidential EAP program for all employees from day one
• In house Career and Strengths Coaching tailored specifically to every employee. 

HotDoc is a place where you can be you

HotDoc prides itself in being an inclusive and diverse workplace, in fact we celebrate it. If there are any alternative considerations you might require to perform this role or if there is anything we can do to assist you in the application process please let us know here we will do our best to make this a great experience for you.