Customer Support Specialist

BCG; Pretoria; Remote; USD 30,000 - 45,000; Full time

Job summary

Join a fast-growing company revolutionizing healthcare documentation with AI. As a Support Lead, you will manage the frontline team, enhance the user experience, and become an expert in the innovative scribing tool utilized by healthcare professionals globally. This role emphasizes problem-solving, communication, and collaboration with product teams.

Benefits

Comprehensive health and life insurance

Flexible leave credits

Quarterly care packages

Career growth opportunities

Company-provided PC/laptop

Employee social clubs

Access to in-house psychiatrist

Qualifications

• 2 years of experience in customer support or product support.
• Eager to become an expert in the platform.
• Enjoys problem-solving in dynamic environments.

Responsibilities

• Provide chat and email support to healthcare professionals.
• Investigate and troubleshoot issues effectively.
• Develop in-depth product knowledge and keep help center updated.

Skills

Communication

Problem Solving

Product Knowledge

Education

Degree in Health Sciences or Mathematics

Tools

Intercom

Notion

Job description

Join a fast-growing company at the forefront of AI-driven healthcare documentation. Our innovative scribing tool enhances efficiency and accuracy for healthcare professionals and is already in use across multiple countries. As we continue to expand, we're seeking a Support Lead to manage our frontline team and improve the overall user experience.

Responsibilities :

• Provide chat and email support to healthcare professionals and administrative staff.
• Investigate and troubleshoot issues, going beyond standard responses to offer clear solutions.
• Develop in-depth product knowledge and stay updated on new features.
• Identify recurring issues and contribute insights for documentation and product improvements.
• Work closely with product engineering and clinical teams to resolve complex cases.
• Keep the help centre updated with accurate, user-friendly content.
• Maintain detailed internal notes and update the CRM system as required.
• Ensure a user-first approach in every interaction.

Qualifications & Requirements :

• You'd be a great fit if you :
• Have 2 years of experience in customer support, product support, or operations.
• Are eager to become an expert in the platform rather than just following scripts.
• Communicate clearly and professionally, especially in writing.
• Enjoy problem-solving and working in dynamic environments.
• Can recognize trends and transform common questions into documented solutions.
• Hold a degree in Health Sciences or Mathematics (preferred but not required).
• Are confident using Intercom, Notion, or similar platforms.
• Have experience in SaaS, health tech, or AI-powered tools (a plus).

Key Performance Metrics :

• First Response Time
• Time to Close Requests
• Customer Satisfaction (CSAT) Score

Perks & Benefits (Work from Home WFH):

• Comprehensive health and life insurance starting on your 16th day of employment, including coverage for one dependent at no cost.
• Flexible leave credits for vacation, emergencies, and sick leave.
• Quarterly care packages with groceries and snacks.
• Midyear celebrations with giveaways and cash prizes.
• Career growth opportunities with a clear professional development path.
• Company-provided PC/laptop and high-speed fiber internet.
• Remote tech support services.
• Employee social clubs and interest groups.
• Global networking and career opportunities.
• Unlimited referral incentives for successful hires.
• Access to in-house psychiatrist for mental health support.
• Participation in Employee Share Units program for long-term growth.
• Rewards program for appliances, gadgets, and other items.

Why Work With Us

We are a leading outsourcing and talent solutions provider dedicated to empowering businesses while fostering a supportive, engaging, and rewarding work environment.

What Sets Us Apart

• Award-winning workplace culture with staff engagement and recognition.
• Investment in your growth through training, mentoring, and career advancement.
• Work-life balance with flexible schedules, perks, and a focus on employee wellbeing.

Key Skills

• Employment Type: Full Time
• Experience: 2 years
• Vacancy: 1

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