Customer Experience Representative

We're an award-winning global outsourcer providing contact center and back office services on behalf of our global clients. Come work at a place where innovation and teamwork come together to support the most exciting missions in the world

The Customer Experience (CX) Team is the frontline of We Lysn, providing welcoming, empathetic, professional support to members and clinicians. They manage all inbound channel inquiries and support on administrative outbound tasks as directed.

Servicing Requirements

• Manage all inbound inquiries
• Diary Management
• Client Onboarding
• Administrative Support
• Complaint Resolution

Essential Qualifications

• Excellent verbal and written English communication skills, with strong attention to tone, clarity, and professionalism.
• Proficiency in CRM platforms (e.g. HubSpot, Salesforce) and ticketing systems (e.g. Zendesk) for case management and reporting.
• Comfort with digital communication tools, such as video conferencing platforms, internal messaging systems (e.g. Slack, Teams, ClickUp)
• Understanding of privacy and confidentiality principles, including familiarity with data protection regulations (e.g. Australian Privacy Principles, HIPAA if servicing US clients).
• Ability to work across time zones or in 24/7 environments, with experience or willingness to work shifts.

Desirable Qualifications

• Experience with customer feedback and quality assurance frameworks, including VoC programs, CSAT/NPS surveys, and service improvement loops.
• Tertiary qualifications in Customer Service, Business, Psychology, Social Work, Health Administration, or a related field.
• Knowledge of mental health referral pathways, such as Medicare, EAP, or insurance-funded services.
• Previous work in a telehealth, healthcare, or allied health setting.
• Training in de-escalation, crisis response, or mental health first aid

Competencies/Personality Traits

Competencies

• Emotional Intelligence – Understands and manages their own emotions, and responds appropriately to the emotional needs of clients and team members.
• Crisis Management – Able to assess, escalate, and manage high-risk or distressing situations calmly and effectively.
• Communication Excellence – Skilled in clear, compassionate, and professional communication across multiple channels (phone, email, chat, etc.).
• Conflict Resolution – De-escalates challenging conversations and mediates sensitive client or team concerns.
• Client-Centric Mindset – Always considers the emotional safety, privacy, and dignity of clients.
• Process-Oriented Thinking – Can contribute to, and adapt to workflows that enhance service delivery without compromising care.
• Technological Proficiency – Comfortable navigating telehealth platforms, ticketing systems, CRM, and internal communication tools.
• Analytical Thinking – Gathers and interprets customer feedback and service metrics to drive continuous improvement.

Essential Personality Traits

• Empathetic – Authentically understands and validates the lived experiences of others.
• Resilient – Maintains performance and emotional steadiness under pressure or after exposure to distressing interactions.
• Composed – Stays calm, mature, and grounded in challenging or emotionally intense situations.
• Ethical – Maintains confidentiality and adheres to mental health sector regulations and values.
• Adaptable – Thrives in a fast-evolving, tech-driven, and occasionally unpredictable environment.
• Solutions-Focused – Quickly identifies actionable paths forward without losing sight of the client's emotional state.

Prior Experience

Describe the prior working experience a candidate should have.

• Customer service experience in a multi-channel environment (phone, email, chat, sms), including both inbound and outbound communications.
• Experience in Telehealth, Healthcare, or Mental Health services, with a strong understanding of the sensitivities and responsibilities involved in supporting vulnerable individuals.
• Managing and resolving customer complaints with empathy, professionalism, and adherence to relevant privacy and clinical escalation protocols.
• Working within a remote, 24/7 or global service environment.
• Exposure to SaaS, tech platforms, or digital service delivery models (desirable but not essential).
• Collaborating cross-functionally with clinical, product, engineering, marketing, and partnerships teams to enhance the end-to-end client experience.
• Supporting clients and clinicians simultaneously, balancing administrative accuracy with high emotional awareness and responsiveness.

Join the A-Team and experience the A-Life