Customer Success Specialist

We’re on a mission to employ a dynamic and passionate individual who combines agility with positivity, grit, and adaptability. Join NovoPsych, an Australian health-tech software company, as part of our Customer Success team. Our focus is on using psychometric science to help mental health services improve patient outcomes.

Key Responsibilities

Customer Success and Support

• User Engagement: Provide professional and customer-focused support via email and calls, ensuring exceptional service standards are maintained.
• Issue Resolution: Manage and resolve user account, subscription, and payment issues, escalating technical matters when needed.
• Feedback Management: Collect and analyse user feedback to improve the overall user experience, recording calls and addressing any queries effectively.
• Software Expertise: Stay up-to-date with NovoPsych’s platform, offering expert guidance and advice to users.
• Onboarding & Troubleshooting: Facilitate smooth onboarding for new users and perform basic troubleshooting to resolve any software-related issues.
• Use of Customer Service Platforms: Proficiency in customer service platforms like Freshdesk (or similar) is highly desirable.

Cultural Fit

We value individuals who are:

• Passionate about leveraging technology to improve mental health services.
• Honest, open, and willing to both offer help and ask for it when needed.
• Comfortable in a flexible, close-knit, mostly remote team environment.
• Adaptable to changes as the company grows.
• Eager to learn and take on new responsibilities beyond their initial role.

About You

• Excellent Communication Skills: Clear and effective written and verbal communication is essential for both user engagement and internal reporting.
• Tech-Savvy: Strong proficiency with computers and a willingness to learn new digital tools quickly.
• Problem-Solver: Able to autonomously identify and resolve issues with a high degree of independence.
• Detail-Oriented: Excellent attention to detail in managing records, transactions, and customer interactions.
• Client Relationship Building: You excel at building and maintaining strong relationships with users.
• Financial Acumen: Basic understanding of financial processes is an advantage.
• Proactive: Motivated and eager to make a positive impact in mental health services.
• Continuous Learner: Enthusiastic about learning and staying updated with NovoPsych software, guiding users with expert knowledge.

Working Hours

This role requires availability from 4pm to midnight (Malaysia time) to accommodate our global user base.

What We Offer You

• A role in a growing SAAS company.
• Flexible work-from-home arrangements.
• A competitive salary package based on experience.
• Opportunities for career development as the company expands.
• Meaningful work focused on improving mental health through technology.
• Computer equipment provided.

If you’re passionate about making a positive impact in mental health services and thrive in a dynamic environment, we’d love to hear from you!