About Us

We're a fast-growing digital health company redefining how Australians manage hair loss with real, personalised treatment. We combine medical science, technology, and a seamless online experience to deliver affordable, effective care.

Join our friendly and supportive team as a Customer Service Officer where you'll be the first point of contact for our patients and play a key role in delivering exceptional service.

About the Role

You'll be part of a team of service professionals responsible for contributing to processes, automations that improve experience, increase loyalty, and drive revenue.

Reporting to the Head of Patient Services, you'll work closely with marketing, operations, pharmacy partners and doctors, championing the voice of our patients and translating insights into commercial and strategic outcomes.

If you're a proactive, systems-oriented individual who thrives in fast-paced environments and genuinely cares about people, this is your chance to help build the future of healthcare.

Key Responsibilities

Customer Experience

• Contribute to the patient support function across phone, email, and social channels

• Friendly phone demeanour with excellent attention to detail

• Identify opportunities for process improvements whilst maintaining or improving the patient experience

• Work with the Head of Patient Services on initiatives to reduce churn and increase patient lifetime value
  

Process & Performance Management

• Improve macros, workflows and knowledge bases

• Contribute to CRM enhancement recommendations that support improved service and scalability

• Provide support on strategic projects across lifecycle management, retention and patient success
  

About You

• Customer service, patient care, and member success experience

• Minimum 2-3 years of customer service experience required

• Experience with retention and process efficiency

• Empathetic, confident communicator with strong stakeholder management skills

• Analytical, tech-savvy and energised by improvement opportunities

• Highly organised and calm under pressure

• Open to bringing established skills, but motivated to continue to learn and grow

• Proficient in customer relationship management (CRM) software, Google & Microsoft suite of products

• Intermediate level experience with CRM software required

• Background in healthcare, digital services or fast-growth environments is a strong advantage
  

Why Join Us?

• Make a real difference in people's lives through personalised care

• Join a close-knit, high-performing team with a genuine mission

• Office in vibrant Cremorne with flexible work options

• Exciting opportunity to shape a growing team in a scaling business