Frontline Customer Care Coordinator

Join Our Team as a Frontline Customer Care Coordinator at Kantoko

If you're great on the phones, thrive in fast-paced environments, and take pride in making sure the details are right, we'd love to have you on the team. At Kantoko, we're building a smarter, more accessible model of ADHD care in Australia - and we're looking for a reliable frontline team member to make sure our customers' experience always starts off on the right foot.

This role is about being the first point of contact for our patients and clinicians. You'll triage daily support requests, handle clinic admin (faxes, letters, reports), support our clinicians in their day-to-day, and keep patient records accurate and up to date. It's hands-on, fast-moving, and critical to how we deliver care.

This is a hybrid role based in Sydney.

About Kantoko

Kantoko is a fast-moving healthtech startup on a mission to make adult ADHD care radically more accessible across Australia. We combine purpose-built software with a collaborative care model to deliver high quality mental health support (without the expensive medical bills or waitlists). We're building a new standard of care that's accessible, scalable and designed around people's lives.

What you'll do

As our frontline Customer Care Coordinator, you'll:

• Run the phones – be the first voice patients hear, triaging calls quickly and empathetically.
• Be the first line of triage in HelpScout – review, prioritise and redirect customer issues in the daily queue in HelpScout (our CRM software), making sure nothing slips through and everything gets to the right place fast.
• Manage clinic admin – review daily faxes, clinical letters, and other documents that keep care moving.
• Support our clinicians – handle the day-to-day support tasks that clinicians need to deliver high quality care.
• Keep patient data accurate – update records and systems so information is always reliable.

Who you are

• Confident, professional, and empathetic on the phone.
• Meticulous, reliable and organised - you don't let things slip.
• Calm under pressure, able to handle competing priorities with ease.
• Independent and accountable - we can rely on you to get things done.
• Energised by helping people and keeping systems running smoothly.
• Commercially savvy - understanding how to triage support requests and redirect to the right people. You understand what tasks fall in your court vs. when to escalate to other team members.

Must-haves:

• Prior startup experience - you know what it means to be handling support in an early-stage startup, understanding how to prioritise, analysing trends and iterating weekly processes with the team.
• Comfortable with CRM systems and automations

Bonus points if you have healthcare or telehealth experience (or know your way around clinical admin basics).

Why work at Kantoko?

• Be part of an early-stage team- work closely with the founding team as we enter our next stage of exciting growth We're looking for someone making a deliberate career step.
• ESOP from day 1 - you'll be given ESOP so you have a piece of the value you help create.
• Work that matters - each day you show up, you'll see how your work changes people's everyday lives.
• Bring your whole self to work - one of our team values is to Embrace the Purple. We're building a workplace where neurodivergent minds, queer individuals and all kinds of humans are not only safe, but empowered to do their best work.
• Flexibility - it's a hybrid role in Sydney, with 3 days a week in our CBD office (5min walk from Wynyard).

Remuneration

Full-time salary at $70,000, plus superannuation and ESOP from day 1. Full working rights required.

If this job description resonates with you, please submit your CV and cover letter. We read every single application until we've found the right fit

Job Type: Full-time

Pay: $70,000.00 per year

Benefits:

• Employee stock purchase plan
• Salary packaging
• Work from home

Experience:

• Customer Support or Clinical: 1 year (Required)

Work Authorisation:

• Australia (Required)

Location:

• Sydney NSW 2000 (Required)

Work Location: Hybrid remote in Sydney NSW 2000