AI-Assisted Multi-Channel Support Lead

T2 Tea; Melbourne; Hybrid; AUD 54,000 - 66,000; Full time

Benefits offered by this job

Hybrid working

Health & wellbeing programs

L&D budget and coaching

Team events for hybrid/remote staff

Job summary

HotDoc is seeking a Customer Service Representative to be the first point of contact for patients, practice staff and practitioners across phone, chat and email in Australia. You will own Level 1 enquiries end to end and triage deeper issues to Level 2 and 3 with a complete handover.

You will also carry administrative tasks—refunds, account changes, data entry and document handling—while learning the knowledge base and contributing to a growing support team.

Qualifications

• Experience in customer-facing roles across phone, chat or email.
• Clear spoken and written communication with non-technical users.
• Ability to learn new tools quickly and accurately.

Responsibilities

• Handle Level 1 enquiries via phone, chat and email within SLAs.
• Answer billing and how-to questions and troubleshoot basic issues.
• Triage Level 2/3 enquiries with complete handover.
• Keep customers informed and record interactions accurately.
• Assist with refunds, account changes and data entry.
• Contribute to knowledge base and learn from feedback.
• Use AI tools with human review before delivery to customers.

Skills

Customer facing experience

Clear communication

Attention to detail

Multitasking

Calm under pressure

Curiosity about software

Willingness to learn

Tools

Zendesk

Google Workspace

Job description

HotDoc is seeking a Customer Service Representative to be the first point of contact for patients, practice staff and practitioners across phone, chat and email in Australia. You will own Level 1 enquiries end to end and triage deeper issues to Level 2 and 3 with a complete handover.

You will also carry administrative tasks—refunds, account changes, data entry and document handling—while learning the knowledge base and contributing to a growing support team.