Support Operations Manager

Job Description

This is your opportunity to join our team of forward-thinking, change-making individuals. Operating at the intersection of health and tech, you'll help us shape the future of healthcare.

Our Mission

Healthengine’s mission is to improve access to healthcare by helping Australians find and connect with all care providers. We strive to achieve this through Australia’s leading healthcare marketplace, bringing together over 4 million active Australians, and more than 10 thousand practitioners that are powered by our technology - and growing.

We’re all patients, right? So, it’s easy to get behind a mission that seeks to improve the healthcare experience for all Australians.

The Gig

We’re looking for a passionate and strategic Support Operations Manager to help scale our Support function through automation, innovation, and data-driven excellence. You will be responsible for driving efficiency and continuous improvement initiatives and the adoption of AI for the Support function (Customer and Patient) to cultivate scalable operations to positively impact the way Practice and Patient customers perceive, understand and engage with Healthengine services.

Responsibilities :

Establish scalable processes and initiatives with a focus on AI to ensure success in Support (Patient and Customer), with a focus on building services to support our patients and customers as their needs develop

Contribute to the development strategies for Customer and Patient Support teams

Identification, design, implementation and iteration of Practice and Patient customer experience initiatives

Develop a set of analytics to measure the impact of Support operations initiatives, customer and product satisfaction

Accountable for Support operation KPI’s

Lead on & offshore teams. creating & managing workforce plans; scheduling resources based on reporting to ensure SLA met

Accountable for the implementation / onboarding of both SME and Enterprise practice customers

Implement, configure and drive the successful adoption of AI tools across our business, reducing inbound requests through self service (Intercom, Zendesk & Hubspot) .

Implement automation (AI, answer bot and self-serve etc) to scale both Practice and Patient customer support as efficiently as possible and in line with budgeted expectations

Work with the Integrations Team to streamline and scale Practice implementations / installs

Provide systems training for all of business as required

Working cross-functionally to deliver feedback, and ensure alignment of business-wide processes, projects and systems with the strategic objectives of Support operations

Other tasks and projects as required by the VP of SMB

About You

You flourish in a fast-moving, agile environment and thrive in a tech culture where growth is inevitable. You are smart, strong and passionate and always lead with head and heart. You are balanced; knowing how to have fun but how to focus and get things done. You speak openly, candidly and authentically to challenge yourself and others. You’re impact and results driven, with a ‘done is better than perfect’ attitude. You are a creative problem-solver, always seeking to find unique and valuable solutions.

Experience you’ll bring :

3+ years experience in technical account management,  Customer Support or Success

Current knowledge of industry trends in Customer Support, including best practices and progressive CRM and Digital Support tools (Zendesk, Intercom, Hubspot)

Expertise in support operations and measuring success via customer support metrics and KPIs

Strong leadership and people management experience, leading a mixture of onshore & offshore teams

Experience in using multiple CRM and client management and reporting systems

Knowledge of customer and patient experience processes and service excellence strategies