Remote Customer Success & Operations Coordinator Job Vacancy in South Africa at Mindpath

About MindPath

MindPath is an online clinic set to launch in the Irish market in April 2025. Our mission is to revolutionise mental health assessments by combining hybrid proprietary AI technology with in-house clinician care. We provide high-quality, accessible evaluations for mental health conditions, making expert assessments more efficient and widely available.

About the Role

We are looking for a proactive Customer Success & Operations Coordinator to join our team. This is a dynamic, remote position that blends customer service, sales management, and operational support. You’ll be the key point of contact for customers, ensuring they receive exceptional service while also helping streamline our internal operations.

This role requires a fast-thinking, hard-working individual with strong problem-solving abilities, technical proficiency, and experience managing customer interactions across multiple channels (phone, email, and live chat). You should be comfortable with CRM tools and sales processes in an online service environment.

Key Responsibilities

• Serve as the first point of contact for customer inquiries via phone, email, and live chat, providing timely and empathetic support.
• Manage customer onboarding, ensuring a smooth journey from initial inquiry to completed assessment.
• Oversee and optimise CRM (e.g., HubSpot or similar) to track leads, customer interactions, and service delivery.
• Handle sales-related inquiries, guide potential customers through the process, and convert leads into bookings.
• Monitor and manage daily operations, including appointment scheduling and coordination with clinicians.
• Support the automation and streamlining of internal workflows to improve efficiency.
• Provide insights based on customer feedback and work with the team to enhance processes and service quality.
• Assist with reporting and data tracking using Excel/Google Sheets for operational and performance analysis.
• Liaise with internal teams, including clinical staff and tech support, to resolve customer issues efficiently.

Required Skills & Experience

• Minimum of 2 years of experience in customer success, operations, or sales support, preferably in an online service environment.
• Proficiency in CRM platforms (e.g., HubSpot, Salesforce, or other).
• Strong Excel/Google Sheets skills (data management, reporting, analysis).
• Experience in customer communication via phone, email, and live chat.
• Ability to multitask and manage competing priorities in a fast-paced environment.
• Problem-solving mindset with a strong sense of ownership and initiative.
• Technical proficiency, including familiarity with online booking systems, customer service software, and automation tools.
• Strong organisational skills with keen attention to detail.
• Ability to work autonomously in a remote environment, with excellent time management skills.

Nice-to-Have Skills

• Previous experience in healthcare, telehealth, or mental health services.
• Knowledge of automation tools such as Zapier.
• Experience with B2C sales or consultative selling in a service-based industry.
• Familiarity with AI-driven platforms or digital health technologies.
• Experience in managing and improving customer experience (CX) strategies.

Why Join MindPath?

• Be part of an innovative mental health startup that’s reshaping the industry.
• Fully remote role with flexibility.
• Opportunity to work with a forward-thinking team combining AI and human expertise to provide better mental health support.
• Growth opportunities in a fast-scaling company.

If you’re a motivated and tech-savvy problem solver with a passion for customer experience, operations, and mental health innovation, we’d love to hear from you.