Customer Success Specialist

mymdoc

Customer Service & Support

This is a remote position.










About MDoc

mDoc is a dynamic digital health social enterprise that harnesses behavioral science, technology, and quality improvement methodologies to improve access to high-quality healthcare for individuals with chronic health needs across sub-Saharan Africa. Our mission is to support healthier, longer, and happier lives by augmenting the knowledge and capabilities of both healthcare providers and health consumers. We’re driving innovation in health education, digital coaching, and self-care to create meaningful impact in the lives of millions.

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.

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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.

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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.

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