Manual

This is an exciting opportunity to join our Global Patient Experience Team. Based in Rio and working directly with our Global Patient Experience Team (located in Brazil, England and the Philippines), you’ll provide the best in class experience to each and every one of our customers you speak to. Offering a human, empathetic and solution oriented approach to ensure our patients are at the heart of what we do.

Your goal is to create an experience so good our patients have to tell their friends about us. You'll be the first person our patients speak to and you'll advocate their voice throughout the company.

You’re someone who makes things happen despite ambiguity and thrives in a dynamic environment and takes challenges head-on, turning uncertainty into opportunity. You have a passion for solving real patient problems as well as innovation and design.

What you'll be doing

• Helping solve our patient problems with world class service when they get in touch.
• Being the voice of MANUAL and working with patients to help guide them through their journey.
• Working closely with various teams to make sure we’re unblocking any potential barriers patients may face.
• Creating and improving processes that allow us to help patients in the most effective way possible.

Job requirements

• You're good at explaining things to people and you are thoughtful in all of your interactions
• You have some experience working in a customer support role within a scaling tech startup environment. Bonus points for a healthtech company.
• You see feedback as a gift, and constantly look for ways to improve your work and grow as a person
• You're super organised, live by your calendar and know how to develop processes to make sure you never miss a beat!
• You have excellent written and verbal communication
• You have a "roll up your sleeves" mentality where you're willing to learn and jump into unknown situations
• You are excited about healthcare and what we're building at MANUAL
• You speak fluent English
• You can work from our Rio office 2 days per week

How you operate:

• Think big - you're inspired by ambitious solutions to big patient problems, you approach them from first principles and you have the determination to clear hurdles to get there.
• Move fast - you set just the right pace, you collaborate well and you're a clear communicator that can quickly understand people's needs and help them find a solution.
• Make it better - you think about the bigger picture, you have a growth mindset with yourself and others (including a healthy relationship with feedback), you're hard on problems not people and do whatever you can to help our patients.