Customer Experience Specialist Role – Apply Now!

🧾 Job Details

🏢 Company: MANUAL (Voy)
📌 Job Title: Customer Experience Specialist
🏬 Department: Patient Experience
📍 Location: South Africa
🏠 Work Type: Fully Remote
⏰ Working Pattern: Rotational shifts including weekends
💰 Salary: Up to R23,000 per month (depending on experience)

🏥 About the Company

MANUAL (Voy) is redefining how people approach their health by removing stigma and simplifying access to diagnostics, treatments, and wellbeing support. The company combines technology, medical expertise, and community to empower patients to proactively manage their health. MANUAL is building something that did not previously exist in healthcare, and patient experience sits at the centre of everything they do.

🎯 Role Overview

This is a rare opportunity to be one of the first hires in a newly formed Customer Experience Specialist team. You will play a critical role in shaping patient experience tools, workflows, and processes from the ground up.

As the first point of contact for patients, you will represent the voice of Voy, advocate for patient needs internally, and help create an experience so positive that patients recommend the service to others. The role requires comfort with ambiguity, fast growth, and continuous improvement in a scaling healthtech environment.

🛠️ Key Responsibilities

• Deliver world-class customer support when patients reach out

• Act as the voice of Voy, guiding patients through their healthcare journey

• Collaborate closely with internal teams to remove patient friction points

• Identify recurring issues and contribute to long-term solutions

• Build, test, and refine customer experience processes and tools

• Ensure patient feedback is captured and shared across the business

• Maintain high service quality during periods of rapid scaling

🎓 Minimum Requirements

• Previous experience in a customer support or customer experience role

• Experience within a scaling tech startup environment (healthtech is an advantage)

• Excellent written and verbal communication skills in English

• Strong organisational skills and process-driven mindset

• High emotional intelligence with a calm, empathetic communication style

• Willingness to learn, adapt, and step into unfamiliar situations

• Reliable internet connection and consistent power supply for remote work

🧠 Personal Attributes & Working Style

• Empathetic, thoughtful, and patient-focused in all interactions

• Comfortable working in fast-paced, sometimes ambiguous environments

• Growth-oriented with a positive relationship to feedback

• Proactive problem-solver who takes ownership

• Passionate about healthcare innovation and patient outcomes

⏰ Working Patterns

• Rotational shift schedule including weekends

• Shifts may start as early as 09:00 and end as late as 23:00

• Availability during assigned shifts is essential

💼 What’s on Offer

• Competitive salary of up to R23,000 per month

• Fully remote working arrangement

• Opportunity to shape a customer experience function from day one

• Career growth as the company scales

• Meaningful work improving patient lives

📄 Best CV Tips for This Role

• Highlight customer support or customer experience achievements

• Emphasise experience in startups, tech, or fast-paced environments

• Showcase empathy, communication, and problem-solving skills

• Include examples of process improvement or customer journey optimisation

• Clearly state your ability to work remotely with stable connectivity

⚖️ Employment Equity

MANUAL is committed to building a diverse and inclusive workforce. All qualified candidates are encouraged to apply, and appointments are made based on merit and organisational needs.