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Customer Advocate at HotDoc

Melbourne, VIC

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HotDoc is a health tech startup based in Melbourne. We help people to manage their personal health and relationship with their doctor through web-based technology. We're passionate about building products that have real impact and improve the lives of patients, as well as delivering services that improve the sustainability of Australian healthcare.

We are looking to hire someone who genuinely cares about delivering great customer experience.

PLEASE NOTE: Due to current circumstances you will be working remotely, however ordinarily this role is based in our Melbourne office.

About you

You are an A-grade technical troubleshooter and you love diving into complex products and learning them inside out. Your passion for solving issues is such that you’ve become the go-to tech support for your family.

You are a top-notch communicator who thrives on being able to explain product “how to’s”, as well as complex issues in a manner in which even your grandparents would understand.

You are resilient in nature and naturally empathetic. You have the ability to know when an issue is negatively affecting a customer’s experience and won’t give up until you have a resolution.

Major responsibilities

  • Proactively solve customer support tickets over phone/email and smartly identify when to escalate an enquiry to another team.
  • Educate and empower our customers to become better HotDoc users by being the genius behind our Support Pages and How To’s.
  • Report bugs and user experience issues to our Product Engineering team.
  • Own the customer experience and work to exceed expected targets around customer satisfaction and response time.
  • Liaise with the Product Engineering team by being the voice of our customer feedback and proposing new solutions.

Key skills and attributes

  • A good, ethical person
  • Natural and friendly phone manner
  • A genuine interest in technology and troubleshooting
  • Capacity to empathise with customers and show you genuinely care about their issues
  • Resilient and persistent nature

Desired skills

  • Experience using an email-based ticketing system such as Zendesk
  • Previous experience working in a Customer Service or Customer Support role

In return you’ll get

  • A diverse culture of highly intelligent, values-driven people who like to have fun and are passionate about HotDoc’s vision
  • Open-plan office (brief walk from Southern Cross) with the best balcony view in Melbourne (overlooking the Yarra river)
  • Free or subsidised health programs including gym membership, meditation, yoga and a comprehensive EAP
  • Unlimited growth potential (benefits of growing fast)
  • A variety of team social events like trivia nights and team dinners

If you'd like to find out more about the team and what we do, check out our recent blog post!

About HotDoc

Office address

  • 525 Flinders Street, Melbourne CBD, VIC, 3000

Company size

51-200 people

Founded in

2012

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