Customer Experience Specialist

Grow your career with a rapidly growing AI start-up.

i-scribe.com.au

About Akuru:
Akuru is transforming the healthcare industry through cutting-edge AI technology. Our flagship product, i-scribe, is a leading AI transcription tool, helping healthcare professionals save time and improve patient care. As a fast-growing company, we're looking for a proactive Customer Experience Specialist to join our team and deliver exceptional customer experience. This is an exciting opportunity to work at the forefront of healthcare innovation, in a dynamic and agile environment that offers substantial earning potential and long-term career pathways.

Job Overview:

As a Customer Experience Specialist, you will be instrumental in helping clinicians integrate and appreciate our AI tools. Your primary responsibility will include providing expert support to ensure our software becomes an indispensable part of their workflow.

Key Skills:

Exceptional written communication skills

Ability to understand a clinician's workflow and needs

Ability to act with autonomy and triage issues

Key Responsibilities:

Act as the primary (non-technical) support contact for users, efficiently triaging and resolving any product or workflow issues, and coordinating with our internal teams.

Collect and analyse feedback from clinicians to improve training and support methods, and guide the development of our product roadmap.

Conduct troubleshooting calls with customers, educating them on the product, and offering tailored solutions for their specific needs.

Maintain and update help articles, internal processes, and our knowledge base to ensure consistency and quality across the team.

How Your Day Will Look:

Initially, your focus will be reviewing, triaging, referring and/or replying to customer support issues. You'll work daily with IT Support Staff and Prompt Engineers. With time, you'll help us develop processes to further automate support issues. This will allow you (and the team) to focus more on customer success and experience.

What We’re Looking For:

3+ years of experience in customer support/success/experience, preferably in a tech or startup environment.

Highly organised with the ability to prioritise and manage time effectively.

A self-starter with strong written communication skills.

Ability to work independently with high levels of accountability to meet internal and customer needs.

Excellent problem-solving skills with an analytical and customer-focused mindset.

Exceptional attention to detail and the ability to create informative content for customers.

Familiarity with HubSpot (and other similar CRM tools)

Work Schedule:

This role will primarily be during regular business hours.

Note: some out-of-hours support may be required (although this is rare).

Why You'll Love Working with Us:

The opportunity to significantly advance your career. The company is growing quickly and we want you to be an important part of that growth.

Opportunity to build out processes and drive strategy.

Flexible work arrangements. Primarily work-from-home.

Opportunity to learn from top engineers and creatives, joining a diverse and dynamic team.