about My Mirror

An opportunity exists to be part of one of Australia’s most exciting new social enterprises. My Mirror’s mission is to maximise our social impact to reduce statistics suggesting more than half of Australians never obtain support over the life of their mental health issue.

We do this by providing an evolving, purpose built, high access, end to end ‘ tele-tech’ healthcare service dedicated to constant evolution and value based care, to provide the foundation for what needs to become a paradigm shift in the prevailing modern thought on how we obtain what we need or want. My Mirror is seeking a highly skilled, passionate, and dynamic Customer Success Officer to join our online, agile team. The Customer Success Officers are the outward face of My Mirror connecting our platform and services with our key stakeholders including individual clients, clinicians, GPs and key partners. 

We are looking for someone who can join us to work in a way that reflects our values, who thrives in a start-up environment, who builds and nurtures relationships, is a team player and who delivers great results for our customers.

To learn more about our platform, please visit: www.mymirror.com.au.

What will your role look like?

• Undertaking day-to-day administration requirements of My Mirror. 

• Creating a seamless customer experience – You'll be managing the first point-of-contact for external stakeholders and customers by phone, chat, email, and fax.

• Evaluate the performance and effectiveness of services, policies, and programs.

• Explore a range of possibilities and creative alternatives to contribute to system, process, and business improvements

• Implement, coordinate, and evaluate referrer and key stakeholder related functions and activities. 

• Promote the role of sound financial management and its impact on organisational effectiveness

• Create a culture which embraces high quality client service across the organisation, ensuring that management systems and processes drive service delivery outcomes

• Manage the organisations governance framework, policies, and procedures (structures and processes, policies, information management, communications, monitoring, reporting, risks and issues).

• Processing Medicare claims through Mirror’s claiming system. 

• Coordinating correspondence with GP, Psychologist, and other interested parties. 

• Implementation of excellent succession planning processes so that all members of the Customer Success team are across all active team tasks and can be “interchangeable” to ensure the broader organisational needs are met. 

• Daily handover communications between rostered staff and incumbent staff to ensure streamlined business flow. 

• Implementation of horizontal operation across the My Mirror team to support the day-to-day tasks of the whole company. 

About you

• You have Customer Service experience – ideally with a tech/online background and with the eagerness to provide the best possible experience for all our stakeholders.

• Strong organisational skills and attention to detail - with the ability to multitask, prioritise and plan effectively.

• Can undertake objective, critical analysis to draw accurate conclusions that recognise and manage contextual issues.

• Love to solve problems and come up with solutions to fix these for future.

• Excellent at building rapport and collaboration skills.

• Adaptive and flexible to changing circumstances, situations, and environments

• Ability to identify and align business or task priorities - Have a track record of managing several tasks simultaneously and completing priorities to a high standard. 

Ideally you will also have;

• Experience in a range of different customer service programs and tools (such as Jira Service Desk, Asana, Microsoft Teams, Zendesk). 

• Understanding of or exposure to mental health or humanities-related sectors.

• Understanding of healthcare payment systems.

• Previous experience working in a SaaS start-up – or motivated by the start-up environment.

• Familiarity identifying and interpreting key insights in customer data to improve user experience.

Benefits and Perks 

• You’ll be part of a fast-growing, continuously evolving startup, with the ability to genuinely disrupt the mental health industry.

• Work with likeminded and driven teammates working towards a social goal of delivering affordable, accessible, and convenient mental health support for all Australians.

• You'll have a real and measurable positive influence on the lives of people with disabilities and families every day (see our Google reviews)

• Work with a fully remote agile company.

EMPLOYMENT SPECIFICS

• This role is entirely online meaning that you are comfortable working from home using Microsoft Teams as the primary mode of communicating with the team. 

• You must be an Australian citizen or hold a visa enabling you to work in Australia.
• This role will report to the Customer Success Manager