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10 Jun 2022

Full-Time Customer Success Champion

Mycare  North Shore City, Auckland $70000

Job Description

Mycare is an online care and support community. Our platform allows people needing support and care to access and connect with a nationwide community of helping hands. Our clients often come to us in need of support to live life the way they want to, with people they trust. We aim to break out of the traditional care support agency model where clients are sent random workers who can only carry out the tasks assigned by the agency. Rather we allow clients to find workers they can connect with on a personal level, who are able to complete a range of supportive tasks.

Our office is based in Takapuna, but we operate nationally across New Zealand enabling thousands of customers to have choice, flexibility and control around their home care needs and services.

To be a great CSC, you need to be an active and empathetic problem solver. Your job is support new and existing users both on the phone and online to create connections through the Mycare platform. You will help clients to find the perfect worker to fill their required support roles. You will be an expert in case management and be able to facilitate client/worker relationships throughout users’ journeys on Mycare; from seeking support, to creating an agreement, to receiving care and support from a worker. You will have an understanding of people’s different technical abilities and be able to clearly communicate over the phone, online and through email. You’ll also help to ensure the design and implementation of Mycare’s systems is continually improved so we can make our customers’ experiences as easy and intuitive as possible.  You will have a strong understanding of Homecare; perhaps you have been a worker yourself on platform.  You understand that sometimes there is not a worker in a particular are so you will need to proactively market needs as and where required.

Key Responsibilities: 

  • To quickly and methodically facilitate client/worker relationships, increasing concurrent active users on platform.
  • Working closely with the Platform Success Lead and wider team to identify, manage and advance all aspects of customer experience and support for Mycare
  • Build behaviours in our customers which allows them to ‘self-serve’ on platform where possible.
  • Enabling users to have a positive ongoing experience on the Mycare platform
  • Supporting users in their journey to find an appropriate worker through Mycare
  • Familiarising yourself with the worker-base within the Mycare community
  • Ensuring that the Mycare Code of Conduct and Terms of Service are being upheld by users
  • Identifying both positive and negative feedback to share with the Chief Platform Officer, so that we can build beautiful platforms designed around our users.
  • Identify where we need to market to workers for certain unique circumstances or due to a lack of workers in an area.  Working with the Platform Success Lead to use targeted marketing over social media.

A background in community, social services or health is preferred. We welcome applications from people with lived experience of health and disability services.

Job Expired June 27, 2022

Job Category: Customer Service. Job Type: Full-Time.

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