Mar 13, 2023
To oversee the planning process, scheduling, and reporting for our Customer Experience division, we are recruiting for a workforce manager. You have knowledge in forecasting contact volume and creating schedules and personnel requirements accordingly. Your judgments are always centered on the needs of the consumer. Also, you have experience collaborating cross-functionally with product teams to comprehend the staffing needs for the Customer Experience department when new platform features are introduced.
You’ll spend your time supporting Cliniko customers. This includes:
Responding to chat/email messages from existing customers.
Helping people decide if Cliniko would suit their business.
Voice calling customers when chat isn't enough or it's requested.
Communicating with people via social media.
Raising issues to share with our developers.
Working with third party integrators to solve customer problems.
Engaging in peer review feedback to help others improve.
Our goal is to do right by our customers in every single interaction, so you'll be empowered (and expected) to provide amazing support.
We are hiring specifically for Australian business hours (9am to 5pm AEST), which means that your work day must entirely fall within 6am to 8pm in your local time zone.
We won't consider applications from anyone intending to work outside of these hours.
We understand that some people consider themselves "night owls". Unfortunately, if this is you, it won't be a reason to consider you for this role. Instead, please do keep an eye out for when we’re hiring in a more suitable time zone for you. We care greatly for the health of our team, and their ability to work with us long term. We want to make sure the job is a positive in their lives, and we believe working during daylight hours greatly impacts that.
You want to work in a place where you can do your best work and have fun, too. You want to constantly improve. You have empathy and can place yourself into the shoes of the people using Cliniko. You have a sense of humor, and know when it's appropriate to use it!
You have superb English skills (both verbal and written). You are able to take your thoughts and put them together in easy-to-understand language. You're able to convey your messages in a friendly, accurate, and jargon-free way. You appreciate a good Oxford comma.
No matter what your background is, or how you identify, if you feel you meet the requirements, we encourage you to apply. We know that having a diverse team is necessary to gain different perspectives, and that’s ultimately how we’ll continue to find new ways to make our organisation better. We are committed to the continual diversification of the team and working constantly to improve our inclusivity, which is crucial to how we work.
You should be absolutely passionate about providing amazing support. You should take pride in your work and be excited to do it.
30-hour work week, full-time pay.
Flexible hours, choose when you work.
Work from anywhere.
Unlimited annual leave (minimum 4 weeks per year).
Supplied computer equipment.
Ergonomic furniture.
Fresh organic fruit delivered weekly to your home.
Overseas trips for team meet-ups.
No managers.
No meetings.
The salary for this position will be $80,000 AUD p/year, or equivalent in your local currency.
It's worth noting that we pay very well for this role, and in general. We hire great people, they do great work, and they deserve to be rewarded well. But this has nothing to do with experience and credentials. The only thing that matters to us is the work you'll do with us, and the value you'll add to our team. Don't be discouraged if this is well above your previous earnings. Your income history is no part of our decision making.