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The hearX Group offers the world's first clinical smartphone hearing test solutions. Our award-winning products are used in over 25 countries. Our aim is to impact on an individual, community and global level by creating sustainable, smart solutions for hearing health for everyone.
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Job purpose:
- Responsible for monitoring calls and email responses to assess agent’s demeanor, technical accuracy, customer service performance, and conformity to company policies and procedures to ultimately improve quality of performance in the contact center (“Hearing Hub”).
Minimum education (essential):
Minimum education (desirable):
- Call Centre Certification
- Quality Assurance Certification
Minimum applicable experience (years):
Required nature of experience:
- Quality Assurance in a call centre
- Training facilitation
- Customer interaction
Skills and Knowledge (Desirable):
- Quality Assurance - analysis and interpretation of calls and text based communication methods
- Customer relationship management system
- Coaching or training experience
- Call Monitoring
- Quality Assessment
- Feedback and coaching
- Process Analyze
- Process Improvement
- Training and Development
- Quality Reporting
- Compliance
- Customer Feedback Analysis
- Stakeholder Communication
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Job Purpose:
- Drive initiatives to increase profitability of B2B division and its related products by managing staff, systems and technologies to establish and accomplish set business objectives, devised in coordination with Executives.
Key functions:
- Holistic team management
- Operations management within division in line with Executive strategy
- Product management and oversight on strategy, market and focus of products as well as brand and product cohesion
- Business Development to increase profitability of division
- Resource management, assignment and tracking in line with approved budgets
- Systems integrity and scalable systems design and implementation
- Coordination on strategy with Executives; and translating this into workable plans, to driveling implementation and coordination within division
- Ultimate responsibility for ensuring compliance (legal and regulatory) of products and monitoring of adherence within division
- Division culture and HR management within the larger company structure and in line with policies and procedures
- Efficient communication loop with Executives to enable feedback to shareholders and the Board
- Key client management
Direct Reports:
- Marketing Team
- Sales Team
- Development Team
- Business Analyst Team
- Production and Quality Assurance Team
Minimum education (essential):
- Industrial Engineering BEng Degree or Similar
Minimum education (desirable):
- Business Management, Project Management or similar
Minimum applicable experience (years):
Required nature of experience:
- Operations management and business analysis in a technological, SaaS, HaaS or systems-based company
- Go to market strategy development and implementation
- Commercialization of technology
- International expansion
Skills and Knowledge (essential):
- Operations management
- Team management and culture
- Technical skills to lead the development strategy for a Systems team
- Process design and optimization
- Waterfall project management methodology
- Budgets, forecasts and financial management of a division
- Strategic development, decision-making and forward planning
- Active ability to context switch and manage multiple projects/products concurrently
- Business development & revenue growth planning and execution
Skills and Knowledge (desirable):
- Customer engagement (UI and UX, post-market surveillance)
- Analytics and Data analysis
- Compliance audits (ISO certification or similar)
- Key client management
- Technical expertise in systems and technology
Division & Team Management 40%
- Holistic team management to ensure healthy team culture (physical, emotional and professional safety)
- Ensure team (and individual’s) development in terms of continuous learning, expertise development and innovation
- Monitor and encourage team performance, ensuring best use of resources
Increase Division’s effectiveness with the following:
- Recruitment, selection and orientation
- Training, coaching, and counseling disciplinary matters
- Communicate values, strategies, and objectives
- Assign accountabilities and plan. Monitor and appraise job results
- Develop incentives within provided budget
- Develop a climate for offering information and opinions
- Providing educational opportunities
- Manage team’s budget and track actuals in coordination with Finance
- Ensure effective team communication and adherence to hearX company policies
- Ensure completeness and accuracy of completed work product by commenting on and signing off on such work product
- Maintain strict management confidentiality in terms of knowledge of HR details and Executive decisions and data
- Drive positive culture development and coordination between B2B and B2C Divisions
Operational & Financial Management 30%
- Oversee operations of the Division, looking for opportunities for continuous improvement
- Ensure the development of tactical programs to pursue targeted goals and objectives
- Oversee technical integrity and capability of Division with scalable systems design and implementation
- Ensure the overall timeous delivery and excellent quality of the Division's offerings to customers
- Coordinate efforts by establishing procurement, production, marketing, field and technical services and practices
- Key client management and relationship building and oversight for Division
- Evaluate and decide upon key investments in equipment, infrastructure, and talent
- Report key results to relevant stakeholders and Executives
- Drive transparent and comprehensive data analytics implementation for the Division
- Manage P&L, budget and approvals for procurement, stock management and customer pricing in Division
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Job Purpose:
- Manage office and building facilities and ensure a safe and effective working environment. Build a cohesive office and team environment and ensure employee satisfaction. Ensure that hearX is the best place to work for employees in the world.
Minimum education (essential):
- National Senior Certificate
Minimum education (desirable):
- Relevant Office Administration Course
Minimum applicable experience (years):
Required nature of experience:
- Office administration
- Procurement of office equipment and consumables
- Budget management
- Supplier liaison
- Facility management
- Housekeeping
- Health and Safety
- First Aid
Skills and Knowledge (essential):
- Computer literate
- Dealing with upset individuals
- Emotional maturity
- Resolving employee problems or complaints
- OHSA (first aid training required and will be provided by the Company if successful candidate does not have the required certificate)
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Job Purpose:
- The Digital Marketing Specialist will assist with leading and managing various aspects of digital marketing campaigns across different platforms and channels to help achieve the B2B division’s commercial objectives.
- The specialist will work closely with the B2B Marketing Lead, Designer and Sales team to ensure creative and strategic alignment, performance improvement and end-to-end implementation of digital marketing tactics. They will collaborate with external agencies for digital campaigns (if/when needed) and actively support with lead generation-specific digital marketing initiatives and Search Engine Optimization (SEO).
- The candidate will also handle all administrative tasks related to digital marketing, providing support and insights related to campaign performance, competitor analysis and market research to assist with strategic direction and any ad hoc business projects.
Minimum education (essential):
- BCom Marketing Management or related Commerce degree
Minimum education (desirable):
- Postgraduate Degree or Diploma in Marketing Management or Related.
- Courses/certification in digital marketing and SEO
Minimum applicable experience (years):
Required nature of experience:
- Business to Business marketing
- Digital campaign management
- Creating, monitoring and optimizing campaigns across various platforms such as Google Ads, LinkedIn, Facebook, YouTube, 3rd-party programmatic platforms, and automated email
- Reporting on platforms such as GA4, Looker Studio, Search Console, SEMRush and LinkedIn Business Manager
- Analyzing and reporting on campaign data
- Setting up and testing goals and conversion tracking
- On-page and off-page SEO
- Website performance optimization, through on-page optimization, keyword research, backlink building, optimizing page load time, ensuring page crawlability, and correctly setting up page redirects
- Copywriting (long and short form)
Skills and Knowledge (essential):
- Google Ads, LinkedIn, Facebook, YouTube, 3rd-party programmatic platforms, and automated email
- GA4, LinkedIn Business Manager and Google Looker Studio
- Thorough understanding of conversion tracking tools (eg. Google Tag Manager, Firebase, LinkedIn Conversion Tag)
- Proficient in Google Suite (or Microsoft Suite)
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Job Purpose:
- To ensure the seamless operation, security, and efficiency of our organization's IT infrastructure. This includes managing and supporting various operating systems, network protocols, cloud services, and security measures. The role requires a versatile individual capable of performing system and network administration, cloud access management, IT security, and end-user support.
- Responsible for automating tasks using scripting languages, managing both wired and wireless networks, providing remote desktop support, and troubleshooting hardware and software issues to ensure optimal performance across the organization's technology landscape.
Minimum education (essential):
- Bachelor’s Degree in Computer Science, Information Systems or equivalent
Minimum education (desirable):
Microsoft 365 Certified: Administrator Expert
- Microsoft 365 Certified: Endpoint Administrator Associate
- Microsoft Certified: Identity and Access Administrator Associate
- Microsoft Certified: Information Protection and Compliance Administrator Associate
- Salesforce Certified Administrator
- Professional Google Workspace Administrator
- CompTIA Network+
- CompTIA Security+
- CompTIA Cloud+
Minimum applicable experience (years):
- 3 - 5 years relevant experience
Required nature of experience:
- Microsoft Entra ID management of users, groups, and roles
- Microsoft 365 conditional access policies and Identity Protection.
- Microsoft 365 monitoring of security related logs and alerts, on endpoints and identities
- On-premises Active Directory Domain Services (AD DS) design, deployment, and management
- On-premises Active Directory Certificate Services (AD CS) configuration and management
- On-premises endpoint management and configuration using Group Policy
- Cloud-based endpoint management and configuration of Windows and Mac endpoints, using tools such as Microsoft Intune
- Salesforce CRM administration and management, including user management and security settings.
- Google Workspace administration and secure configurations
- Networking design, configuration and management (physical and logical), including routers, switches and firewalls.
- Network monitoring and troubleshooting
- ITIL processes such as Incident Management, Change Management, and Service Desk operations.
- Scripting languages such as PowerShell, Python, or Bash.
- Automation configuration management, using tools such as Ansible, Puppet, or Chef.
Skills and Knowledge (essential):
Two or more of the following
- Microsoft Entra ID
- Microsoft 365
- Google Workspace
- Salesforce
- On-Premises Active Directory
- Microsoft Windows
- Mac OS
Strong understanding of networking:
- Protocols
- Physical network components and how to construct a physical network
- Logical network components and how to construct a logical network
- ITIL Framework
Skills and Knowledge (desirable):
- Microsoft Intune
- Microsoft Defender for Endpoint
- Microsoft Sentinel
- Microsoft Azure
- AWS
- Linux OS
- Sophos firewall
- VoIP Systems
- CCTV Systems
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Job Purpose:
- Conduct research, bench studies and user studies with the required documentation, to prove the efficacy of products in accordance with regulatory and legal requirements.
Minimum education (essential):
- M.Communication Pathology in Audiology (or studying towards)
Minimum applicable experience (years):
Required nature of experience:
- Audiological research: design and implementation
- Report writing and documentation
- Fitment of hearing aids
- Fine tuning of hearing aid settings
- Customer relations and relationship management
- Working in a clinical environment and interacting with both clinical and non-clinical and academic colleagues
- The development of research protocols and the management and organization of data (user studies).
Skills and Knowledge
- Excellent English skills and communication ability
- Ability to organise and run a research project
- High competence in hearing aid fitting/aural rehabilitation
- Proven ability to work collaboratively with colleagues to achieve research aims and/or clinical goals
- Computer literacy
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Job purpose:
- Responsible for conducting telephonic sales as well as handling customer issues pertaining to the sales of hearing aids to our international market.
Minimum education (essential):
Minimum education (desirable):
Minimum applicable experience (years):
Required nature of experience:
- Customer relations
- Telephonic sales
- Call centre
- Technical support
- Administration
- Cold Calling
- Working within a digital environment
Skills and Knowledge (essential):
- CRM system experience
- Telephonic sales experience and high conversion rates
- Excellent English skills
- Excellent communication ability and oratorship
- Conflict management
- Salesforce experience
- Video calling experience
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Job Purpose:
- Developing and maintaining software products and solutions offered by the company.
Minimum education (essential):
- Course or Certificate in Programming
Minimum education (desirable):
- Bachelor’s degree in Computer Science or Engineering (or similar)
Minimum applicable experience (years):
- 5 years working experience
Required nature of experience:
Skills and Knowledge (essential):
- API's
- HTTP
- Microservices
- CORS
- Authentication
- Logging
- RESTful
Databases
- Analyzing query performance
- Writing queries
- Designing db schemas
- Creating indexes
- SQL
Development
- Multiprocessing (threading/synchronization/locks)
- Git
- Programming
- CI/CD
- Docker
- Golang
- Queues
Debugging
- Debug across multiple interconnected systems
- Distributed tracing
- Debug using application logs
- Web browser console
- Postman
Testing
- Performance Testing
- Mocking
- Integration Testing
- Unit testing
Cloud
- Lambda
- CloudFront
- ECS
- Backups
- EC2
- S3
- AWS/ Azure
Networking
- DNS
- Networking - IPs, ports, subnets
Other
- Experience with JavaScript / TypeScript
- HTML
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Job Purpose:
- Develop and coordinate full funnel customer journeys strategies and manage the implementation thereof on the relevant platforms. Monitor and optimize journeys to achieve set KPI targets.
- Actively support management to build out CRM strategies guided by market and competitor insights and historic performance. Assist with general marketing administrative tasks and continually strive to optimize processes to work more seamlessly.
Minimum education (essential):
- Diploma (Communications / Marketing)
Minimum education (desirable):
- Degree (Communications / Marketing)
Minimum applicable experience (years):
Required nature of experience:
- Business to Consumer marketing.
- Experience in international markets.
- Experience with customer journey strategy development, reporting and implementation with a focus on emails.
Skills and Knowledge (essential):
- Customer journey strategy development
- Customer journey implementation, testing and reporting
- Data analysis
- Customer journey insight generation and optimizations
- GA4 (Google Analytics 4)
- Marketing Cloud (Salesforce marketing tool)
- MailChimp
- Competitor analysis
- Proficient in Google Suite
- Copywriting
- Content creation
- Campaign management
- Optimizing lead conversion
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Job Purpose
- Hearing Expert’s will provide high quality counselling and remote care to the Lexie customers in the United States.
- They will ensure that customers understand the effects of hearing loss, and counsel them through the options available to them in terms of hearing care.
- Once a customer of the Hearing Aid company, the customer will be assisted remotely via video and voice calls, emails and various live chat platforms, with the Junior Hearing Experts troubleshooting issues with hearing aids remotely, providing hearing aid retention through support calls to the customers and the onboarding new customers.
Education
Minimum Requirements:
- B. Communication Pathology in Audiology (essential)
- M. Communication Pathology in Audiology (desirable)
Experience
- 1 - 2 years experience as an Audiologist
- Sale and fitment of hearing aids
- Troubleshooting hearing aid-related issues
- Troubleshooting customer experience-related issues
- Basic fine-tuning of hearing aid settings
- Customer relations and relationship management
- Administration and customer record management
- Working within a digital environment
- Working in a call centre or in sales (advantageous)
- Ease of use with video calling (advantageous)
Skills And Knowledge
- Excellent English skills
- Excellent communication ability and oratorship
- Working with a customer management system
- Conflict management
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Job purpose:
- Develop and maintain our innovative hearing health platforms on the Android platform, ensuring code is generated that is to specification, neat, accurate and scalable. Work will mainly focus on maintaining and upgrading our hearing aid solutions platform (Lexie Hearing), as well as providing guidance from an Android best practice perspective for products in the rest of the company. Work might also include mentoring other Android developers.
Requirements
Minimum education (essential):
- National Senior Certificate
Minimum education (desirable):
- Tertiary education diploma/degree relevant to software development
- 3 year degree in computer science or equivalent
Minimum applicable experience (years):
Required nature of experience:
- Hands on software developer having been responsible for the development and maintenance of 1 or more projects.
Skills and Knowledge (essential):
- Java
- Reactive programming
- Modular code design principles
- RESTful API integration
- GIT
Skills and Knowledge (desirable):
- Kotlin
- Experience with CLEAN and MVVM architectures
- Experience working within a QMS framework
- Experience with automated testing frameworks
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Job purpose:
- Product Experts provide high quality first line support and remote care to a hearing care program being provisioned to service the market in the United States.
- They maintain high customer satisfaction and ensure customers are assisted with the information they require.
- Product Experts assist customers remotely via video and voice calls, texts, emails and messenger services.
- They troubleshoot basic issues with hearing aids, provide customers with support for the mobile application and any other query or information the Product Expert is able to.
- They ensure that customers' devices are operational and that the customers understand how to use and maintain their hearing aids and our Mobile application.
Minimum Requirements
Education
- Matric (essential)
- Customer (desirable) Satisfaction Certificate
Experience
- 2 years in Customer Support and Troubleshooting (or in a role requiring similar skills as listed herein)
Required nature of experience
- Customer relations and relationship management
- Telephonic and email support
- Video calling experience (advantageous)
- Contact center experience
- Telephonic sales experience and high conversion rates (advantageous)
- Technical support experience
- Administration and record management
- Working in a digital environment
Skills and Knowledge (essential)
- CRM system experience
- Telephonic sales and support skills
- Excellent English skills (written and spoken)
- Excellent communication ability and oratorship
- Conflict management
- Typing, spelling, grammar, comprehension
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Job purpose:
- In this role, you will be a member of a team of talented web developers, shaping the future of our multiple e-commerce websites, including Lexie Hearing.
- These websites showcase our over-the-counter hearing aid solutions and accessories, in collaboration with renowned partners such as Bose.
- Your journey will involve close collaboration with fellow web developers, product teams, designers, aiming to deliver cutting-edge features while upholding the highest standards of code quality, performance, and user experience.
- Within our dynamic and collaborative environment, you'll have the opportunity to work alongside experienced web developers who will value your mentorship and guidance.
- As an experienced developer, you will contribute towards the team's processes, structure, and documentation and write high quality, maintainable, and performant code. If this opportunity resonates with your ambitions and passions, we encourage you to connect with us and be part of our journey.
Minimum Requirements
Education
- Bachelor's degree in Computer Science, Engineering or related field
Experience
- 5+ years working experience
- Proven professional experience as a React.js developer
- Strong proficiency in JavaScript, including ES6+ syntax
- Extensive experience with HTML5 and CSS3
- Experience with popular React.js workflows such as Redux, or Context API
- Knowledge of RESTful APIs and asynchronous request handling
- Experience with version control systems such as Git
- Excellent problem-solving and analytical skills
- Strong communication and teamwork skills
- Experience with testing frameworks such as Jest and Cypress is a plus
- Experience with server-side rendering (SSR) and Next.js is a plus
Skills and Knowledge
- Essential
- React
- HTML
- Javascript/Typescript
- CSS/SCSS
- REST APIs
- Git
- Have an excellent sense of design and attention to detail
- Desirable
- Next.js
- Tailwind CSS
- Storybook
- Jest
- CI/CD pipelines, Github actions preferable
Key Performance Areas, Weighs and Objectives
Analysis and Planning 15%
- Multitask on a range of products and tasks simultaneously, defining priorities and ensuring efficiency.
- Define and communicate a problem, goal and acceptance criteria.
- Communicate and collaborate with development, business analyst and design teams to solve problems, make recommendations and discuss best programming practices.
- Work with stakeholders to achieve appropriate solutions.
- Conduct research on possible solutions and techniques.
- Analyse system issues for root cause, impact, workarounds and permanent fixes.
- Determine and account for dependencies among deliverables, products and systems.
- Identify and mitigate risks.
- Document analysis and planning processes.
- Communicate effectively with the line manager on progress, priorities and workload.
- Estimate accurate completion timelines for projects for use by the project lead in capacity planning.
- Manage time and tasks effectively in order to complete tasks in the correct order of priority and on time.
- Liaise effectively with other team members and backend engineers to ensure timeous completion of integration and the coming together of web applications and the required back end system.
- Track tasks and timing on JIRA.
Programming 50%
- Follow project plan to develop software.
- Meet deadlines and timelines as determined in the planning phase.
- Adhere to agreed upon standards for code, as set and determined by the Front End Development Lead.
- Generate and maintain effective and efficient high quality code.
- Use effective and efficient components & techniques to implement solutions.
- Ensure all work is versioned and backed up according to company standards.
- Take ownership for work, tasks and communication.
Testing and Implementation 20%
- Ensure that all work is tested, benchmarked and fulfills functional requirements before submission.
- Prepare test environment, examples and instructions.
- Participate enthusiastically in peer code reviews.
- Deploy changes to live environment.
- Maintain system and product change logs and release notes according to company standards.
Reporting and Communication 15%
- Keep project documentation up to date and standard.
- Provide timeous, efficient and effective feedback on project status.
- Proactively keep stakeholders updated on progress, risks and problems.
- Assist in the collection and documentation of user's requirements, development of user stories, estimates and work plans.
- Prepare reports, manuals and other documentation on the status, operation and maintenance of software.
- Provide insight and feedback on queries regarding relevant projects.
Method of Application
Use the link(s) below to apply on company website.
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