$67K - $79K base + Super

Hybrid role (2 days onsite; 3 days WFH)

Use your natural health qualification

Our people are at the heart of what we do. We value clinical knowledge, professional integrity and a commitment to service. Joining vital.ly means being part of a team that supports practitioners, grows the profession, and helps shape the future of natural health in Australia.

At vital.ly, our customer service team is unique - every consultant is a qualified natural health practitioner. That means when practitioners and patients contact us, they’re speaking with someone who understands their world. This role offers you the chance to combine your clinical knowledge with your communication skills in a supportive, professional environment.

As a Customer Service Consultant, you’ll be the first point of contact for practitioners and patients using the vital.ly platform. You’ll provide timely, accurate and empathetic support across phone and email, manage orders, deliver platform demonstrations, and help ensure issues are resolved quickly and professionally. This is a role where every interaction matters - because the quality of our service reflects the quality of our brand.

We’re looking for someone who thrives on helping others, enjoys problem-solving, and wants to grow their career in the natural health industry. Many of our customer service consultants have gone on to develop careers in product management, sales, or practitioner education.

This is a hybrid role, which will allow 3 days per week WFH as well as requiring 2 days per week in our Alexandria office.

The Responsibilities

Respond promptly and professionally to inbound phone calls, ensuring enquiries are resolved or escalated as required.

Manage incoming emails with accurate, timely and empathetic responses.

Use the help desk system to record all customer interactions, and track each request through to resolution.

Educate customers on the features and benefits of the vital.ly platform, providing resources and guidance as needed.

Deliver platform demonstrations to practitioners and patients to support adoption and effective use.

Process customer orders, returns, refunds, credits and adjustments accurately and in line with company policies.

Investigate and resolve order-related issues, coordinating with Operations, Sales and Product teams where necessary.

Manage customer complaints with urgency and professionalism, escalating when appropriate.

Support recall processes and product issue management in line with compliance requirements.

Identify and log system issues impacting customers, escalating to relevant internal teams with urgency.

Maintain accurate records of customer issues and resolutions to support continuous improvement and compliance.

Assist with industry events, exhibitions and training sessions, including occasional travel.

Provide administrative and task support to other functions across the business.

Requirements

Must haves:

Qualification in naturopathy, nutrition, herbal medicine or a related natural health discipline

Minimum of 1 year experience in a call centre, contact centre or customer service role involving phone-based support

Strong written and verbal communication skills in English

Demonstrated ability to work across multiple technology systems and platforms

Australian permanent resident or citizen with the current right to work in Australia

Nice to haves:

Experience in a high-volume call or customer support environment

Experience providing product, platform or technical demonstrations to customers

Prior experience working in a natural health clinic or practice setting

About vital.ly

vital.ly transforms how clinics prescribe and dispense complementary medicines. Over 13,000 healthcare practitioners across Australia use our platform to simplify operations, deliver prescriptions digitally, and prescribe with confidence.

Through vital.ly Wholesale, Dispensary and Pro, we provide clinics with the infrastructure they need to operate sustainably — from streamlined wholesale ordering and digital patient dispensary fulfilment, to advanced prescribing workflows with built-in clinical safety tools.

Behind the platform is a team of qualified natural health practitioners and professionals who are passionate about supporting the future of natural health. Joining vital.ly means being part of a business that empowers practitioners, improves patient outcomes, and drives innovation in complementary medicine.

Please no recruiters and agencies. We are filling this role in-house.