Customer Experience Specialist
Manual
Customer Experience Specialist
The Opportunity
Customer Experience Specialist - Women’s Health, Voy Menopause
We’re building the future of menopause care. We’re on a mission to transform the lives of millions of people going through menopause. We believe that access to high-quality, personalised menopause care should be a right, not a privilege. Our dedicated menopause service, Voy, offers patients expert support from doctors specially trained in menopause care. We combine clinical excellence with world-class digital tools to deliver better outcomes for patients — fast, safe, effective care.
We’re now looking for a proactive Customer Experience Specialist to join our team. You will be the first point of contact for our patients, guiding them through their journey and ensuring they receive a seamless, world-class experience outside of their clinical consultations.
The Role
As a Customer Experience Specialist, you are the voice of Voy Menopause. You will support our patients across all non-clinical aspects of their care, ensuring no question goes unanswered and no barrier to treatment remains unblocked.
You will be responsible for:
Patient Advocacy: Being the primary point of contact for patients, helping them navigate their menopause journey via WhatsApp and our asynchronous and synchronous support channels.
Problem Solving: Taking a nimble approach to resolving queries regarding prescriptions, pharmacy issues, laboratory results, and tracking orders.
Operational Support: Supporting the Ops Manager in maintaining high response times and following SOPs to ensure a consistent patient experience.
Process Improvement: Identifying pain points in the patient journey and suggesting innovative ways to improve our digital tools and internal workflows.
Collaboration: Working closely with our clinical team and the broader operations department to ensure holistic care and rapid resolution of patient concerns.
Quality Control: Maintaining high standards of communication that reflect our brand’s values of empathy, clinical excellence, and professionalism.
Who You Are
A Skilled Communicator: You are exceptional at explaining complex information clearly and thoughtfully, whether via text, email, or phone.
Empathetic & Compassionate: You understand the sensitive nature of menopause and approach every patient interaction with kindness and patience.
Highly Organised: You can manage multiple moving parts—from chasing a missing lab result to jumping onto a new patient enquiry—without losing your cool.
A Growth Mindset: You thrive in a fast-paced, "startup" environment and aren't afraid of ambiguity or evolving processes.
Tech-Savvy: You are comfortable using modern digital tools (WhatsApp Business, CRM platforms, and async flow tools) to deliver care.
Prior Experience (not-essential): You have experience in a customer/patient support role, ideally within a healthcare or health-tech environment.
- Department
- Patient Experience
- Locations
- London, South Africa
- Remote status
- Hybrid
About Voy
Healthcare is broken. We’re fixing it — and we need your help.
Back in 2019, we launched MANUAL to to tackle men's health (starting with hair loss and sexual health). A few years later, we launched Voy with a focus on weight loss. But our ambition has always been bigger. Healthcare too often treats conditions in isolation, not people as a whole, and we're on a mission to prove there's a better way.
In 2025, we evolved from MANUAL into Voy, a brand built for the long game: supporting people through every stage of life, not just a single diagnosis. Today, we support over 1 million members across the UK, Germany and Brazil, delivering personalised care across weight loss, menopause, hair loss and TRT (with more categories on the way).
Ready to join us and change how healthcare feels for millions of people?