Customer Success Coordinator

This is a fully remote position, open to applicants in South Africa.

📋 Description

• Oversee incoming SMS inquiries and communications with current clients, ensuring timely responses that reflect empathy and clarity.

• Actively reach out to clients to verify their satisfaction, inform them of subsequent steps, and assist them in achieving their wellness objectives.

• Utilize open-ended questioning techniques to gain insights into clients' concerns, aspirations, and previous treatments, offering tailored guidance or resources.

• Coordinate phone consultations through Calendly (or similar platforms) for clients who prefer in-depth, real-time conversations.

• Diligently document client interactions and progress notes within our CRM and scheduling systems.

• Enhance ongoing client engagement by providing additional resources, encouraging appointment scheduling, and addressing any obstacles to their success.

• Work collaboratively with the team to improve onboarding, support, and retention processes based on client feedback and outcomes.

⛳️ Requirements

• Strong Communication Skills: Excellent written and verbal communication abilities for SMS and phone interactions.

• Customer Success Mindset: A genuine passion for guiding clients towards successful outcomes, addressing concerns, and celebrating their progress.

• Tech Proficiency: Willingness to learn new technologies; prior experience with CRMs, telehealth, or scheduling software is advantageous.

• Excel Familiarity: Ability to create basic tracking sheets or generate simple data reports.

• Healthcare/Wellness Interest: Knowledge of medical or wellness services (telehealth, physical therapy, chiropractic, concierge medicine) is beneficial.

• Flexible Availability: Must be able to respond promptly to incoming leads and client messages throughout the day (East Coast business hours, approximately 16:00–24:00 GMT).

• Attention to Detail: Consistently accurate in record-keeping, maintaining privacy standards, and following up on subsequent steps.

🏝️ Benefits

• Competitive part-time base salary