Customer Support Specialist, Manila (AU Support)
AirTree Ventures is a network-powered venture capital firm backing Australian and New Zealand founders building iconic technology companies. It invests across stages from seed to growth and supports its portfolio through founder and operator networks, talent, press and customer introductions.
About AirTree Ventures
AirTree Ventures is a network-powered VC that backs Aussie and Kiwi founders, growing and supporting the ANZ startup ecosystem. It has invested in 140+ portfolio companies and 250+ founders, helping create over 19,000 jobs. The firm recently announced its Fund V, a $650m fund comprising a $250M Seed fund and a $400M Growth fund, to back founders from idea stage to becoming global household names. Beyond capital, AirTree runs programs such as Pioneer (for outlier women and gender-diverse people in tech) and Explorer (nurturing diverse angel investors), and publishes 'Open Source VC' content including company-building guides, templates, databases and interviews. Clients/portfolio companies include notable Australian startups such as Canva, Xplor, Kismet and Qwilr, reflecting a focus on early-stage to growth-stage technology founders in Australia and New Zealand.
Skills
About the Role
You'll be at the forefront of resolving patient issues and delivering high-quality care, supporting patients through multiple channels including email, chat, and inbound or outbound calls. You'll take ownership of patient issues, ensuring they are resolved swiftly and effectively with empathy. You'll work closely with doctors, pharmacies, and delivery partners to coordinate the best outcomes for patients. You'll consistently meet and exceed key performance metrics like CSAT, tickets solved, and Average Handling Time. You'll identify opportunities to enhance services through optimized processes and automation, and monitor and escalate recurring issues or patterns in patient tickets to your colleagues and team leaders.
Requirements
- 2+ years of experience in Telehealth or healthcare support, customer service, tech support or other problem solving roles
- Strong attention to detail
- Strong English written and verbal communication skills
- Strong computer skills, or experience with customer service software (prior experience with Mac and Google Suite is a must)
- Ability to anticipate next steps and take proactive action
- Interest in healthcare and wellness, or experience in the healthcare space or allied services
Responsibilities
- Take ownership of patient issues, ensuring they are resolved swiftly and effectively
- Work closely with doctors, pharmacies, and delivery partners to coordinate patient outcomes
- Consistently meet and exceed key performance metrics including CSAT, tickets solved, and AHT
- Identify opportunities to enhance services through optimized processes and automation
- Design and implement solutions that improve support operations
- Monitor and escalate recurring issues or patterns in patient tickets to colleagues and team leaders
Benefits
- Learning budgets, conferences, certifications, peer shadowing
- Wellness budgets
- Social clubs
- Hybrid work arrangement
- Comprehensive health coverage (including up to 2 dependents)
- Vacation, sick, and parental leaves
- 13th-month pay
- Statutory benefits
- Transport allowance