ABOUT THE ROLE

We are seeking a Clinical + Customer Care Manager to lead our Customer Care team and multi-disciplinary network of Mindstar Coaches — including psychologists, executive coaches, social workers, and counsellors.

This is a hands-on leadership role where you will:

• Drive daily operations and service excellence.
• Step in with clinical expertise when required.
• Manage team and coach capacity to meet client needs.
• Oversee compliance, process improvements, and data-driven decision-making.

Your leadership will ensure our clients receive exceptional, timely, and empathetic support every time.

KEY RESPONSIBILITIES

• Lead and inspire a high performing Customer Care and Coaching team.
• Oversee program service delivery, referral management, and resourcing levels to meet SLAs.
• Respond to escalated clinical and operational enquiries with professionalism and empathy.
• Conduct triage, risk assessments, and intakes when required.
• Build and maintain strong stakeholder relationships with corporate clients.
• Ensure operational processes and systems are effective, compliant, and continuously improved.
• Analyse multiple datasets for client reporting to identify trends and opportunities.
• Drive innovation in program development and service delivery.