Patient Care & Customer Support Team Lead - Australian Telehealth

Hi!

We're an online doctor-led telehealth company in Australia helping people feel, perform and age better. We're hiring a long-term, full-time Patient Care & Customer Support Team Lead to own patient support for our growing platform.

This is not a BPO role. You'll work directly with our Australian leadership, clinical and pharmacy teams, and help shape how our support runs as we grow.

Purpose of the role

You'll be the first point of contact for our patients and the person who holds patient support together. You'll own the support inbox, phone line and ticket queue. You'll keep patients informed from sign-up to delivery, and work closely with our clinical, pharmacy and operations teams on Slack. As we grow, you'll help build the processes, templates and eventually the team behind you.

Key responsibilities

• Patient communication
• Answer inbound calls and make outbound calls, such as appointment reminders, follow-ups and missed-consult rebooking
• Respond to patient email s, SMS and live chat clearly, warmly and professionally
• Guide new patients through sign-up, booking, consent and what to expect from their consult
• Handle order, delivery and subscription questions, and track shipments with our courier partners
• Calmly handle complaints and difficult conversations, escalating clinical questions to the clinical team. Never give medical advice.
• Ticketing and tracking
• Own the support ticket queue: triage, prioritise, resolve or escalate, and close the loop
• Keep patient records and ticket notes accurate and up to date
• Track response times, resolution times and recurring issues, and report them weekly

Team and process

• Coordinate daily with clinical, pharmacy and operations staff on Slack
• Consolidate support templates, FAQs and standard procedures
• Spot patterns, such as why patients drop off or where they get confused, and suggest fixes
• Help onboard and lead future support team members as we scale

What you'll bring (essential)

• 3+ years in customer support, patient support or contact-centre roles, including at least 1 year as a team lead, senior agent or queue owner
• Excellent spoken and written English, with a warm, confident and professional phone manner
• Hands-on experience with a ticketing or CRM system
• Comfortable with Slack, Google Workspace and cloud phone systems
• Strong judgement, discretion and respect for patient privacy
• Organised, self-directed and happy in a fast-moving startup where you build things, not just follow them

Bonus

• Experience in digital healthcare: telehealth
• Experience supporting Australian, US or UK healthcare clients
• Subscription or e-commerce support experience (orders, deliveries, billing)

Setup requirements

• A quiet, private workspace (patient calls are confidential)
• Reliable internet plus a backup connection
• Backup power
• A quality noise-cancelling headset and a computer able to run a browser-based phone system

What we offer

• Competitive monthly pay [₱40,000-45,000, based on experience] (12 month review)
• 13th-month pay
• Paid Philippine public holidays [confirm] and paid leave [confirm days]
• A long-term role with a growing Australian health company, and a path to Support Manager as the team grows
• Direct work with the founders and leadership team, not a BPO

Performance measures (first 90 days)

• First response time within agreed targets (e.g. same business day for email , calls answered or returned within 1 hour)
• Ticket backlog cleared daily
• Patient satisfaction and quality of written replies
• Support templates and procedures documented

HOW TO APPLY

• Attach your CV and tell us about your support and team lead experience, including any healthcare work.
• Tell us which ticketing/CRM tools you've used and for how long and average number of tickets handled on busiest days.