Patient Experience Specialist

Updoc; Sydney; Hybrid; AUD 65,000 - 90,000; Full time

Benefits offered by this job

Hybrid WFH

Job summary

Updoc is expanding its Customer Experience team in Sydney. The role focuses on guiding patients through support tickets, identifying recurring issues, and improving processes. You will work with doctors, product and engineering to automate repetitive tasks and elevate patient experience.

We value curiosity, collaboration, and a bias for fixing things right. The role offers hybrid work arrangements and a path from CX into product/operations as you grow with the company.

Qualifications

• 1–2 years of customer service experience or equivalent.
• Strong written communication skills and empathy.
• Ability to stay calm under pressure and escalate when needed.
• Everyday use of AI to speed up replies and analysis, not as a substitute for judgement.

Responsibilities

• Be the voice of Updoc, guiding patients via email ticketing to ensure a great experience.
• Identify patterns in tickets and fix root causes to prevent repeats.
• Build scalable CX processes to handle higher volume without compromising service.
• Own and improve CX metrics such as CSAT, NPS, and response times.
• Collaborate with doctors, product, and engineering to automate repetitive tasks.

Skills

Customer service experience

Clear writing

Calm under pressure

AI literacy

Job description

Hey, I’m Richard, team lead of Customer Experience here at Updoc.

There’s nothing quite like being the person a patient turns to when they need help with their health. At Updoc, we’re shaping the future of healthcare by connecting patients with doctors and pharmacies across the country, and our CX team makes sure every one of those patients has a great experience. We’re looking for a full-time Customer Experience Specialist to join us.

Now, this isn’t your average customer service gig. We’re scrappy, curious and a little bit obsessed with fixing things properly. You’ll work alongside our founding team and people from some of the best global tech companies (think Canva, Uber, Freelancer), but we don’t have room for egos here. We thrive on collaboration, honest feedback and the occasional meme battle in Slack.

What You’ll Be Doing

• Be the voice of Updoc, helping patients through our email ticketing system so every one of them walks away with a great experience
• Spot the patterns behind tickets and fix the root cause, so the same problem doesn’t come back tomorrow
• Build support processes that can handle 10x the volume without patients feeling the difference
• Own and improve our CX metrics, including CSAT, NPS and response time
• Work with Partner Doctors, product and engineering to automate repetitive work rather than adding more people to it
• Leave every process better than you found it

About You

• You’ll thrive here if someone says, “Patients keep asking where their results are,” and your instinct is to find out why and fix it, not just answer the next ticket.
• You have 1-2 years of customer service experience or equivalent. Bonus points for startup or healthcare experience.
• You write clearly and kindly, even when someone is having a rough day.
• You’re calm under pressure and know when something needs a clinician, not a canned response.
• We expect everyone to use AI every day to speed up replies, research and analysis, but never as a substitute for judgement.

Why Join Us?

There’s a reason we were awarded Best Place to Work in Australia by AFR:

• The team - We hire the best and give you real autonomy. It works because we build psychological safety, not hierarchy
• Real career growth - Plenty of our team started in CX and moved into product, operations and beyond
• A curious culture - We celebrate curiosity, creativity and collaboration
• Updocversity - Our in-house learning program helps you pick up new skills with real structure
• Wellness - Unlimited medical consultations and reflection-based team offsites
• Flexibility - Hybrid WFH and in-office working
• Diversity - 75% of our team are culturally and linguistically diverse
• Daily two-course lunch - Our private chef cooks a rotating main and dessert every day

Hear from Stefi, who started in our CX team, is now an Associate Product Manager and recently spent a month in the US:

https://www.linkedin.com/posts/stefistan_i-stayed-in-the-tenderloin-for-4-weeks-and-activity-7302206108725653505-ubxQ

Hear from our founder, Cliffe, on how to improve healthcare access with Updoc:

https://www.youtube.com/watch?v=Cmw4nDErpZk