How you'll role

As a Customer Success Associate, you will be a critical liaison between the digital health platform and diverse community of healthcare providers and health consumers. 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 the mission to empower individuals with chronic health needs and their care teams through empathetic, user-centric engagement and sustained support.

What you'll do

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