Be the primary point of contact for patients, helping them navigate their menopause journey via WhatsApp and other support channels
Resolve queries regarding prescriptions, pharmacy issues, laboratory results, and tracking orders
Support the Ops Manager in maintaining high response times and following SOPs
Identify pain points in the patient journey and suggest innovative ways to improve our digital tools and internal workflows
Work closely with the clinical team and broader operations department to ensure holistic care and rapid resolution of patient concerns
Maintain high standards of communication that reflect our brand’s values of empathy, clinical excellence, and professionalism.

Experience in a customer/patient support role, ideally within a healthcare or health-tech environment (not-essential)
Exceptional at explaining complex information clearly and thoughtfully, whether via text, email, or phone
Understand the sensitive nature of menopause and approach every patient interaction with kindness and patience
Highly organised with the ability to manage multiple moving parts without losing composure
Thrive in a fast-paced, 'startup' environment and aren't afraid of ambiguity or evolving processes
Comfortable using modern digital tools (WhatsApp Business, CRM platforms, and async flow tools) to deliver care.

Customer Experience Specialist

Key skills