Customer Experience Specialist (TRT) - South Africa

This is a rare opportunity to be part of our wonderful, established Patient Experience Specialist team. As we continue to rapidly expand across our TRT team, you’ll play an exciting role in helping us scale our patient experience tools and processes to deliver excellent customer service.
You'll be a key hire that is crucial to the ongoing success of Voy and the Patient Experience Team over the coming months and beyond.
Your goal is to create an experience so good our patients have to tell their friends about us. You'll be the primary point of contact for our patients and you'll advocate their voice throughout the company.
You’re someone who makes things happen despite ambiguity and can calmly handle periods of breakneck scaling and moments of chaos. You have a passion for solving real patient problems as well as design and innovation.

Conditions of applying
You must already meet all of the following requirements to apply:

- Full legal right to work in South Africa.

- Able to commit full-time to a 12-month independent contractor FTC, including rotating shifts between 9:00am and 11:00pm SAST, including weekends.

- Reliable backup power already in place, such as a generator or inverter.

- A stable fibre connection with a minimum of 50 Mbps download and 50 Mbps upload. You must attach a speed test screenshot to your application.

- At least two professional references who can speak to your work performance.

What you'll be doing

- Solving patient problems directly and providing thoughtful, high-quality support.

- Using judgement to understand the situation and determine the best way forward, rather than simply following a predefined process.

- Being an advocate for our patients and making sure their needs are heard across the business.

- Working closely with other teams to identify and remove barriers in the patient journey.

- Taking ownership of problems from start to finish and following through until they're resolved.

- Identifying recurring issues and sharing insights that can help us improve the patient experience.

- Contributing to the continuous improvement of our SOPs, workflows and internal processes.

- Adapting quickly as processes evolve and new ways of working are introduced.

- Helping us build a patient experience that is both genuinely helpful and scalable as Voy continues to grow.

What we're looking for

- Relevant customer support experience within a scaling technology startup. Experience in healthtech is a strong plus.

- A diploma or degree, or other relevant post-secondary education.

- A stable work history and evidence of consistently strong performance.

- The ability to reason through unfamiliar or complex problems rather than simply following a process.

- Strong ownership and accountability — you don't wait for someone else to solve a problem you can help move forward.

- Excellent written and spoken English.

- Strong communication skills and the ability to explain information clearly and empathetically.

- The ability to stay calm and effective when things are changing quickly.

- A genuine interest in healthcare and in improving the experience patients have throughout their journey.

- A willingness to receive feedback, learn quickly and continuously improve.

How you operate
Think big – You look beyond the immediate problem and consider how we can create better, more scalable solutions for our patients.
Move fast – You understand that things change quickly in a scaling company. You communicate clearly, make decisions with the information available and keep things moving.
Make it better – You don't just identify problems; you look for ways to improve them. You're hard on problems, not people, and you're always looking for ways to make the experience better for both our patients and our team.

What we offer

- Salary of R25,000 p.m

- Fully remote role

- Meaningful growth opportunities as Voy continues to expand