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Customer Success Specialist

Rosemary Health - Sydney, NSW

Health, Medical & Pharmaceutical
Source: uWorkin

Source: uWorkin


Rosemary Health is building Australia’s leading online healthcare system, creating a patient-centric primary care platform to deliver a personalised, end-to-end healthcare experience from diagnosis to medication delivery to ongoing care.

In just 6 months since launch, we have helped thousands of Australians with their healthcare needs and are rapidly growing. We connect patients with doctors and pharmacists to deliver better care through 22 clinics ranging from everyday health issues to chronic conditions.

We’re looking for a hardworking and energetic Customer Success Specialist to turn customer insights into solutions that help deliver a better care experience through Rosemary.

The ideal candidate will demonstrate a thorough understanding of interpreting customer needs and providing immediate assistance throughout the customer journey. You will point patients in the right direction for clinical-related issues by looping in doctors with an informative, efficient communication style. You’ll also develop a voice for the customer that can be expressed both internally to stakeholders and externally to the appropriate audiences. You’ll provide a balance of data-driven thinking with an empathetic approach to optimise the CX user flows.

You will report to the Product Lead to improve the patient experience throughout the entire health journey within Rosemary based on well-documented customer insights.

Responsibilities include:

  • Serve as the main point of contact for customers 
  • Monitor and respond to customer support requests as soon as possible
  • Liaise with customers via email, chat and social media
  • Identify ways to improve the customer experience and flow
  • Create and update macros to optimise the support process
  • Document insights and learnings from customers to be used for actionable items
  • Work collaboratively with the whole Rosemary team to be the voice of the customer

Required skills and experience:

  • Highly motivated team player with a passion for improving healthcare
  • Excellent communication skills both internally and externally
  • Experience with Help Scout or a related support tool
  • Strong problem-solving skills and quick thinking decision making
  • Feel comfortable in a fast-paced and sometime ambiguous environment
  • You do not need to have a medical background or experience working with doctors

Sydney, NSW

Health, Medical & Pharmaceutical


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