Customer Success Specialist at mDoc Healthcare

Role Overview

• As a Customer Success Associate at mDoc, you will be a critical liaison between our digital health platform and the diverse community of healthcare providers and health consumers we serve. You will play a central role in ensuring an excellent end-to-end customer experience, improving engagement, satisfaction, and long-term value for our users. Your work will directly support mDoc’s mission to empower individuals with chronic health needs and their care teams through empathetic, user-centric engagement and sustained support.

Key Responsibilities

Customer Engagement & Support

• Build and maintain strong, trust-based relationships with users (health consumers and providers).
• Proactively guide users through onboarding, ensuring they are effectively using mDoc’s tools and services.
• Deliver responsive and empathetic support through digital communication channels (e.g., WhatsApp, email, voice calls, web-based platforms).
• Conduct regular check-ins with users to monitor satisfaction, identify needs, and support self-management goals.

Retention & Satisfaction

• Monitor user engagement and troubleshoot drop-off patterns using analytics tools.
• Anticipate user needs and collaborate with health coaches and technical teams to personalize support strategies.
• Manage and respond to feedback or complaints, ensuring timely resolution and continuous improvement.

Cross-functional Collaboration

• Partner with the health coaching, clinical, product, and engineering teams to optimize user experiences.
• Serve as a voice of the customer to internal teams by collecting and synthesizing feedback and identifying product or service enhancement opportunities.

Data & Quality Improvement

• Track key performance indicators (KPIs) such as Net Promoter Score (NPS), retention, and engagement rates.
• Contribute to quality improvement cycles and initiatives using evidence-based methodologies.
• Document customer interactions accurately and contribute insights for organizational learning.

Requirements

• Bachelor's degree in a relevant field (Public Health, Health Sciences, Business, or similar).
• Minimum of 5 years in a customer success, support, or client-facing role, ideally within health tech, social impact, or digital services.
• Experience should include call center operations (e.g., high-volume inquiries, SLA adherence, CRM ticketing systems) and proficiency in measuring customer success through surveys (e.g., NPS, CSAT, CES) to drive retention and satisfaction.
• Strong background in troubleshooting, escalation management, and proactive customer engagement is preferred
• Proven experience managing customer relationships and driving engagement and retention.

Skills & Competencies

• Passionate about health equity and digital innovation in Africa.
• Strong interpersonal and communication skills, with fluency in English (Hausa is a plus).
• Empathy-driven approach to customer interactions.
• Comfortable using digital platforms (CRM tools, communication apps, basic data dashboards).
• Highly organized with the ability to manage multiple tasks and priorities.