About Kantoko

Kantoko is redefining ADHD care in Australia — making high-quality, affordable support accessible to everyone, not just those who can afford it. We combine technology and clinical care to fix a broken system and are scaling fast to meet the demand for better mental health care nationwide.

We’re scaling fast and looking for a Customer Support Manager to build and lead the systems that keep our customer operations running flawlessly. This is a key leadership hire: you’ll own the heartbeat of our business and play a defining role in how we scale access to ADHD care across Australia.

This role is for someone who’s done it before - who’s built and led high-performing Customer Support teams in a startup environment, knows what a tiered support model looks like, and can design scalable systems that drive both an excellent patient experience and seamless, operational efficiency.

What you'll do

As Customer Support Manager, you’ll own the entire customer experience - from the first booking to long-term customer relationship. You’ll design a scalable customer support model, automate intelligently, and build a high-performing team that keeps the business running flawlessly as we grow.

Lead and scale the CS function: Manage and mentor a growing team of Customer Care Coordinators responsible for scheduling, appointments and clinician support. You’ll ensure the team runs like clockwork to a high standard of customer care - that every patient interaction, every booking, and every clinician handover happens smoothly. Your focus is on creating reliable systems and habits so the rest of the business can scale without operational noise.

Build tiered support systems: Design and implement structured support levels (e.g. frontline triage, escalation, clinician-facing support) to manage volume effectively.

Automate for scale: Implement and optimise workflows in HelpScout and other tools, integrating automations, AI bots, SLAs, and reporting.

Drive insights and improvement: Build dashboards to track key CS metrics (CSAT, response times, resolution rates, and retention), using data to improve performance weekly.

Team cross-functionally: Work closely with Operations, Product, and Clinical Ops teams to surface recurring issues, inform product decisions, and enhance the end-to-end care experience.

Own customer experience: Set the tone for how Kantoko supports its patients and clinicians - empathetic, efficient, and human, even at scale.

Document and optimise processes: Create standard operating procedures and training materials to ensure consistent service quality.

Who you are

An experienced CS leader — you’ve led Customer Support teams in fast-paced, high-growth startups.

A systems thinker — you love designing workflows that scale and using automation to eliminate inefficiency.

Data-driven — you track the right metrics, understand what’s driving them, and use that insight to improve performance.

Empathetic but commercial — you balance customer care with business needs, knowing when to prioritise and when to escalate.

Comfortable in ambiguity — you can build structure from scratch and adapt quickly as things evolve.

A hands-on manager — not afraid to jump into the queue when needed and lead by example (no task is too small for you).

Must Haves

5+ years in Customer Support roles, with at least 2 years in leadership.

Prior startup experience (early- or growth-stage).

Strong experience setting up tiered support systems and automation workflows (Zendesk, Intercom, HelpScout or similar).

Proven experience building and tracking CS performance metrics and reporting dashboards.

Excellent written and verbal communication skills.

Bonus points if you have experience in health tech startups.

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.

See your impact daily - every process you improve means faster care for patients who’ve waited too long to get the care they need.

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).