Customer Experience Specialist (AI MedTech)

Location: Hybrid role based in Sydney, New South Wales, Australia

Company

hirify.global is a MedTech scale-up providing an AI-powered remote monitoring solution for orthodontic care.

What you will do

• Act as the main point of contact for customers through email, phone, instant messaging, and appointments.
• Resolve customer issues, provide software guidance, and recommend tailored solutions.
• Maintain accurate customer interaction records and keep CRM databases up to date.
• Customize new office accounts after the sales process and support seamless customer onboarding.
• Share customer feedback with sales, marketing, product, and R&D teams to improve products and processes.
• Analyze user activity, usage, engagement metrics, and training needs while maintaining high service quality.

Requirements

• At least 2 years of experience in customer service or a similar customer-facing role.
• Bachelor’s degree or equivalent professional experience.
• Fluent English and German, with excellent written and verbal communication skills.
• Knowledge of customer-facing technology, CRM/Salesforce, Google Suite, communication tools, social media, and office software.
• Strong problem-solving, organizational, multitasking, prioritization, and attention-to-detail skills.
• Ability to communicate complex information clearly and remain composed in stressful situations.

Nice to have

• Clinical orthodontic experience.
• Experience in a scale-up environment.
• Knowledge of Gmail, Google Docs, Excel, and Apple Mac products.

Culture & Benefits

• Work with colleagues across technology, clinical practice, and customer success.
• Join a diverse, multicultural environment with colleagues from more than 35 nationalities.
• Inclusive workplace focused on support, empowerment, and equal opportunity.
• Culture that encourages initiative, ownership, feedback, and collaboration.