Customer Support Officer

About the role

Provide clear and respectful non-clinical support to patients, professionals and partners. Resolve practical platform and service questions, coordinate follow-up and direct clinical questions to qualified colleagues.

What you’ll do

• Respond to service and platform enquiries through agreed support channels.
• Help users navigate bookings, account questions and relevant service information.
• Record issues clearly and coordinate resolution with operational and technical teams.
• Escalate clinical concerns and urgent issues through the approved pathways.
• Use feedback to improve support guidance while protecting personal information.

What you’ll bring

• Customer service or support experience and clear written communication.
• An empathetic approach and confidence working with digital support tools.
• Ability to recognise the limits of a non-clinical support role and escalate appropriately.

Helpful additional experience

• Experience in healthcare customer support.
• Experience with help-desk systems and knowledge-base content.

About Medocta

Medocta is a digital health platform connecting people with healthcare professionals and service partners. Our approach brings consultations, follow-up, nutrition support, diagnostic services and coordinated care together. We are building services around safe practice, accessible information and a clear patient experience.

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