Multi-Channel Customer Care & Ai 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

At HotDoc, our purpose is to enable the best possible patient experience for everyone in Australia. We build the patient engagement platform that clinics use to let patients book, check in, receive recalls and stay connected with their doctor. Millions of Australians use HotDoc every month — around one in three of us — and the clinics who rely on it expect the support behind it to be as good as the product. That is where you come in.

The role

As a Customer Service Representative you are the first point of contact for our customers — patients, practice staff and practitioners — across phone, chat and email. You will own Level 1 enquiries end to end: understanding the question, resolving it using our knowledge base and tools, and closing the loop so the customer knows exactly what happened. When something needs deeper technical work you triage it accurately and hand it to our Level 2 and 3 specialists with everything they need. You will also carry a share of the team’s administrative work — refunds, account changes, data entry and document handling — that keeps Support running smoothly.

This is the entry point to our Support Progression Ladder. From day one you will know exactly what the next step (Advanced CSR) looks like, how it is assessed, and what it pays — and your Team Leader will track your progress with you every month.

What you’ll do

• Respond to Level 1 enquiries via phone, chat and email within our service levels, resolving them at first contact wherever you can.
• Answer ‘how‑to’ and billing questions about the HotDoc product suite, and troubleshoot basic system errors using documented fixes.
• Triage Level 2 and 3 enquiries and elevate them with a clear, complete handover.
• Keep customers informed, record every interaction accurately, and follow up on ageing cases.
• Complete routine administrative tasks — refunds, account adjustments, data entry and email handling — accurately and on time.
• Share what you learn with the team and contribute to our knowledge base.
• Use our approved AI tools to draft, summarise and search faster — with a human check before anything reaches a customer.

Who we’re looking for

We care about what you can demonstrate, not how many years you have been doing it. You will thrive in this role if you can show us:

• Experience in a customer‑facing role — retail, hospitality, contact centre, reception or similar — where you resolved enquiries directly with customers.
• Clear spoken and written communication: you can explain a technical step to someone who is not technical, and your written replies are accurate and well structured.
• Confidence with web‑based software and Google Workspace, and a quick hand at learning new systems.
• Attention to detail — accurate data entry, following a process exactly, noticing when something does not look right.
• The ability to juggle several enquiries at once and prioritise by urgency and customer impact.
• Calm under pressure: you can de‑scalate a frustrated customer rather than match their tone.
• Curiosity about how software works and a preference for troubleshooting over passing a problem on.
• A willingness to learn — including self‑directed training — and to act on feedback.

It would be great, but not essential, if you also have:

• experience with a ticketing or CRM tool such as Zendesk;
• experience supporting customers across phone, chat and email in the same role;
• a background in medical reception or general practice;
• or experience using AI assistants to draft and research at work or in study.

Why Join HotDoc?

• A clear, published progression ladder — you will know what the next step is, what it takes, and what it pays.
• Hybrid working: work from home and from our Melbourne CBD office, with one Team Day a week in the office.
• Free Health & Wellbeing programs from day one, and EAP sessions through our wellbeing partner Uprise.
• A generous L&D budget, plus career and strengths coaching with our in‑house L&D Coach.
• A passionate, supportive and inclusive team, and company‑wide events and activities for all hybrid and remote staff.

HotDoc is a place where you can be you

Our people are at the heart of HotDoc. We are an employee‑first company and recognise that we can’t provide a great patient experience if we don’t look out for our employees. We celebrate diversity at HotDoc and encourage applications from all backgrounds, communities and industries, and are committed to having a team made up of diverse skills, experiences and abilities. If you would like to find out more about how we celebrate diversity, visit

Working requirements

• This role is open to Victorian residents only and is not open to remote employees.
• You must hold full, unrestricted Australian working rights — Australian citizens, permanent residents, or visa holders with the legal right to work for a single employer for more than six months.
• The successful candidate attends our Melbourne HQ one day a week for a Team Day.

Salary

$60,000 per annum base salary plus 12% superannuation, paid twice monthly.