Openings at hearX Group

Job Purpose:

• To utilise various web based development languages to build responsive and adaptive UIs for internal and public facing web applications.  Our website and client-side web apps are built using React, Next.js, Tailwind, HTML5, JavaScript/TypeScript and CSS.

Minimum education (essential):

• Certificate in relevant Web Development or Graphic Design

Minimum education (desirable):

• Diploma in relevant Web Development or Graphic Design

Minimum applicable experience (years):

• 3+ years working experience

Required nature of experience:

• Experience with translating UI & UX designs into HTML, CSS and Javascript websites using React, with a focus on user experience and usability.
• Use sound development practices to build a solid product while iterating quickly.

Skills and Knowledge (essential):

• React.js
• HTML
• JavaScript/TypeScript
• RESTful  API’s
• CSS
• Git
• Have an excellent sense of design and attention to detail
• Automated testing (Unit, Integration, End to end) e.g. Cypress, Jest)
• Code architecture and best practices
• CMS's (Content Management Systems) e.g. Strapi CMS

Skills and Knowledge (desirable):

• Next.js
• Tailwind CSS
• SCSS
• State management libraries

Essential Competencies:

• Adopting Practical Approaches
• Exploring Possibilities 
• Showing Composure
• Embracing Change
• Inviting Feedback 
• Meeting Timescales 
• Managing Tasks 
• Taking Action

Important Competencies:

• Examining Information 
• Developing Expertise
• Providing Insights
• Generating Ideas
• Convincing People
• Making Decisions
• Thinking Positively 
• Team Working 
• Checking Things
• Producing Output
• Upholding Standards
• Following Procedures

Analysis and Planning 15%

• Collaborate in the application lifecycle (planning, design, development, deployment, maintenance) collaborating with stakeholders for requirements.
• Continuously research and evaluate new technologies to optimize development efficiency.
• Plan and design well-structured, reusable application architecture.
• Implement and develop according to best practices to ensure high-quality, maintainable systems.
• Participate in project planning by providing estimates, contributing to requirement documentation, and assisting with work breakdown structures.
• Participate in user story creation, estimation, and work plan development, ensuring clear communication of requirements.
• Effectively prioritise, and manage dependencies to ensure timely completion, and switch contexts effectively when the need arises.
• Collaborate effectively with development teams to solve problems, make recommendations, and discuss best practices.
• Proactively identify and mitigate code related risks, adapting as needed.
• Track tasks and progress within JIRA.

Development and Testing 55%

• Develop software adhering to project plans, deadlines, and coding standards.
• Develop and maintain high-quality, maintainable systems using efficient and reusable code according to best practices.
• Use version control effectively and according to best practices, as well as backing up other work according to company standards.
• Prepare and maintain testing environments, including examples and instructions.
• Conduct initial testing and assist in developing testing plans.
• Implement and maintain automated tests and component libraries according to team practices.
• Analyse systems to identify root causes of issues within a system, develop workarounds, and implement permanent fixes.
• Deliver thoroughly tested and performance benchmarked work that meets functional requirements before deployment.
• Deploy changes to the production environment following established procedures.
• Implement and maintain DevOps processes, including CI/CD pipelines and Infrastructure as Code as applicable to the team.
• Maintain up to date and accurate code and system level documentation.

Reporting and Communication 10%

• Provide clear, timely, and efficient updates on project status, progress, risks, and potential problems to the team lead.
• Prepare reports, manuals, and other documentation related to software status, operation, and maintenance.
• Maintain accurate system and product change logs, release notes and notifications to other teams, according to company standards and team practices.
• Offer insights and feedback on queries regarding relevant projects.
• Collaborate effectively with team members and stakeholders, by being available on appropriate communication channels with timeous, well articulated responses.

Contribution to the Team 15%

• Take ownership of projects.
• Actively participate in peer code reviews, discuss best practices, and contribute innovative ideas to projects.
• Collaborate with the team to solve problems and ensure successful project delivery - on time and as speced.
• Contribute to the development of fellow team members through knowledge sharing and promoting best practices.

Quality Management and Compliance 5%

• Deliver high-quality products that meet specifications, user requirements, best practices, deadlines, and regulatory compliance (e.g., FDA, CE, ISO).
• Apply knowledge of the Quality Management System guidelines and its relevant processes to ensure quality and SOC2 compliance in medical device and other software.
• Ensure all testing adheres to defined specifications.
• Contribute to safeguarding information and data in accordance with company policies.
• Keep all supporting documents up to date.

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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):

• Matric

Minimum education (desirable):

• Call Centre Certification
• Quality Assurance Certification

Minimum applicable experience (years):

• 5 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

Essential Competencies:

• Examining Information 
• Documenting Facts 
• Developing Expertise 
• Articulating Information 
• Team Working
• Checking Things 
• Producing Output
• Taking Action

Important Competencies:

• Providing Insights
• Establishing Rapport
• Making Decisions
• Conveying Self-Confidence
• Showing Composure
• Thinking Positively 
• Resolving Conflict 
• Inviting Feedback 
• Meeting Timescales
• Following Procedures
• Managing Tasks
• Pursuing Goals

Planning and reporting 10%

• Develop and maintain quality objectives and measures for effectiveness of sales and service inline with best practices
• Setup management-approved key metrics and monitor performance on each metric
• Ensure continuous improvements on the evaluation metrics
• Compile and present reports on performance metrics to management, highlighting areas of success and areas needing improvement
• Report on performance on key metrics to management satisfaction
• Manage the system configuration for monitoring performance on defined metrics (scorecards, dashboards and reports)

Sales and customer support 30%

• Continuously measure the quality of voice calls, video calls, live chat, email and text messages
• Interpret QA scorecard results and advise on midcourse corrections and/ or improvements
• Listen to live or recorded calls to evaluate sales and customer service agents' performance
• Assess calls based on predefined quality criteria, such as adherence to scripts, professionalism, accuracy, and customer satisfaction
• Assist with enhancing and encouraging a culture of excellent customer service
• Evaluate whether agents action inbound sales calls according to applicable procedure(s)
• Evaluate whether agents are equipped to assist customers with questions about hearing loss and hearing aid benefits
• Evaluate whether agents articulate factual and accurate information, portraying the company and brand(s) in the best way possible, ultimately driving a higher conversion rate, a lower return rate, and a high customer satisfaction and customer support rating
• Evaluate whether agents provide comprehensive troubleshooting and solve problems for customers to get the products working over either voice or video call, live chat, email or text message
• Evaluate whether agents obtain and note quality information from the customers to allow for effective management of the relevant escalation
• Evaluate whether effective query escalation procedures are followed for resolving queries correctly and with discretion, resulting in efficient resolutions
• Evaluate whether agents offer our customers the best care by making appropriate call transfers, where the knowledge or skills of other team members are required

Customer Experience 30%

• Assist with cultivating and maintaining a healthy and effective team culture
• Monitor post engagement customer satisfaction ratings while evaluating an engagement
• Analyze customer feedback to identify areas for improvement and ensure customer satisfaction
• Interpret customer satisfaction during engagements and advise on midcourse corrections and/ or improvements
• Evaluate whether customers have a positive view of hearX and B2C brands (Lexie Hearing and Go Hearing)
• Evaluate whether problems are solved as effectively and efficiently as possible
• Evaluate whether agents conduct business in a professional manner when communicating and interacting with customers to ensure customer satisfaction
• Evaluate whether agents reinforce information provided on a call with texts and/or emails
• Actively communicate with other staff members to ensure best practice customer satisfaction

Continuous Improvement 20%

• Conduct frequent mock calls with agents
• Identify retraining requirements based on the results of the evaluations of the quality of voice calls, video calls, live chat, email and text messages
• Analyze engagement data and performance metrics to identify trends, strengths, weaknesses, and areas for improvement
• Contribute to establishing, improving and ensuring active management of team’s KPI's with frequent and proactive feedback
• Evaluate individual and team performance, performing audits on communication logs, emails and call recordings to identify areas for improvement
• Identify and notify management of possible process improvements to enhance overall efficiency and customer satisfaction
• Identify retraining requirements based on quality objectives
• Provide continuous input on improvement of the hearing hub procedures and processes
• Provide continuous input on improving the customer experience and service
• Assist with key metrics stay relevant and are continuously improved
• Liaise with the Continuous Improvement Audiologist to maintain the list of FAQs based on queries logged by customers, and the corresponding responses
• Alert top management to the needs and desires of our prospective and existing customers
• Provide customer feedback on product or training information to the Continuous Improvement Audiologist

Quality & Compliance 10%

• Ensure communication is ethical and in line with Company Policy and provided training
• Monitor and enforce correct use of internal systems
• Monitor and enforce HIPAA, PCI and POPIA Privacy Requirements
• Maintain customer records in accordance with procedures and HIPAA
• Maintain absolute customer confidentiality and protection of personal information in accordance with regulations and procedure and ensure team does the same
• Keep quality customer interaction evaluation logs complete and up to date, on any system, sheet or form as required in accordance with procedure
• Ensure that the records reflect accurate representations of the customer interactions, and ensure that escalations are recorded with the optimal amount of information for effective and efficient resolution
• Ensure other required documents, reports and email accounts are up to date and accurate
• Ensure proper knowledge is gained and kept on all regulatory, policy and procedural requirements
• Positively adhere to all regulatory, policy and procedural requirements
• Ensure that agents adhere to company policies and procedures, providing feedback and coaching when necessary

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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):

• 10 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

Strategic 20%

• Develop strategy plans by studying technological and financial opportunities; presenting assumptions; recommending objectives
• Drive key strategic projects for the Company, where such projects combine the technologies and capabilities of the B2B and B2C Divisions
• Stay up to date with industry trends and occurrences, and use this information to strategically inform Division strategy
• Build and maintain company image by collaborating with customers, government, community organizations and employees; enforcing ethical business practices
• Accomplish subsidiary objectives by establishing plans, budgets, and results measurements; allocating resources; reviewing progress; making mid-course corrections
• Maintain quality of service by establishing and enforcing organization standards

QMS 10%

• Ensure conformity of products to product requirements in terms of the hearX Quality Objectives which includes regulatory and legislative compliance, leveraging the expertise of the Legal & Regulatory teams as needed
• Drive certification and regulatory compliance (including internal and external audits) of Division’s products and processes, leveraging the expertise of the Legal & Regulatory Team
• Upholding of ethical and legislative requirements

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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):

• 5 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

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)

Other:
Experience in international markets (advantageous)

Essential Competencies:

• Examining Information 
• Interpreting Data
• Articulating Information
• Inviting Feedback
• Meeting Timescales
• Managing Tasks
• Producing Outputs
• Taking Action

Important Competencies:

• Developing Expertise
• Providing Insights 
• Generating Ideas 
• Exploring Possibilities
• Developing Strategies
• Making Decisions
• Conveying Self-confidence
• Showing Composure 
• Thinking Positively
• Embracing Change 
• Team Working
• Valuing Individuals 
• Producing Output 
• Pursuing Goals

Direct Digital Campaign Management 40%

• Lead the management of digital marketing campaigns across platforms such as Google Ads, LinkedIn Business Manager, Facebook Ads Manager, 3rd-party programmatic platforms and automated email campaigns
• Manage agency relationships and performance
• Work with the Marketing Lead to manage the creative and copy briefing process for all digital campaigns to ensure timely updates to creatives, alignment with brand positioning and seamless approval and implementation of digital campaigns in support of the B2B division’s commercial objectives. This includes: Getting ad copy approved by Legal, the Marketing Lead and Exco, and getting campaigns approved by the Marketing Lead and Exco
• Conduct digital campaign audits and account analysis to gather insights and make recommendations for new campaign, audience or ad ideas that will improve campaign performance (particularly in the following areas: ensuring lead quality/relevance, and reducing cost-per-lead (CPL) and cost-per-acquisition (CPA))
• Implement ongoing campaign, creative and audience refinements and optimizations
• Assist with reporting and budgeting requirements for 3rd-party digital campaign service providers

Search Engine Optimization (SEO) 30%

• Work with the Marketing Lead to implement and drive the B2B SEO strategy, in the following areas:
  • On-page SEO: Optimize elements on the website (eg. content, HTML code, metadata) to improve our rankings and attract more relevant traffic to the website
  • Off-page SEO: Leverage and optimize elements outside of the website to improve our rankings (eg. backlink building, social media promotion, 3rd-party digital campaigns)
  • Technical SEO: Make our website more accessible and user-friendly for search engines and website visitors (eg. improved site load speed, implementing schema markup, ensuring robot.txt files are properly configured, etc.)
• Collaborate with the B2B Development team to ensure monthly improvement in Domain Authority Score on SEMRush, and website health scores on Search Console

 Data Tracking & Reporting 10%

• Build a digital marketing platform performance report and work with the BI team to automate and optimize the report monthly
• Assist with end-to-end analytics tracking, monitoring and improvement across platforms
• Collaborate with cross-functional teams to ensure accurate conversion tracking
• Track and optimize campaigns monthly to improve performance
• Compile Social Media reports on a monthly basis and provide inputs for improvement

Strategic Management Support 10%

• Work with the Marketing Lead to develop and implement digital marketing strategies that leverage insights from our campaigns, market and competitor analysis, to help achieve our commercial objectives
• Create a comprehensive competitor analysis on a quarterly basis, to ensure we remain relevant and capture competitor activity during key promotional periods
• Contribute to strategic business projects as required
• Consistently explore new possibilities to expand our digital reach and support with driving sales opportunities

Digital Marketing Administration 5%

• Assist with overall digital marketing administration
• Ensure all Marketing folders are kept up to date and that all files are saved in the relevant folders
• Assist with management of all digital campaigns and accounts

QMS 5%

• Ensure that QMS guidelines are adhered to
• Ensure that all supporting documents are kept to date
• Ensure that all processes are kept relevant

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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:

• Software development

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

Skills and Knowledge (desirable):

• Databases
• NoSQL

Essential Competencies:

• Examining Information 
• Developing Expertise
• Making Decisions
• Showing Composure
• Embracing Change
• Meeting Timescales 
• Upholding Standards
• Taking Action

Important Competencies:

• Providing Insights 
• Interpreting Data
• Adopting Practical Approaches
• Exploring Possibilities 
• Thinking Positively 
• Conveying Self-Confidence 
• Inviting Feedback 
• Impressing People 
• Convincing People
• Challenging Ideas
• Managing Tasks 
• Following Procedures

Analysis and Planning 30%

• Lead the application lifecycle (planning, design, development, deployment, ongoing maintenance), creating user stories and estimates, collaborating with cross-functional teams.
• Continuously research, evaluate, and integrate new technologies to optimize development efficiency and application performance.
• Plan and design well-structured, reusable application architecture.
• Introduce and implement best practices to ensure high-quality, maintainable systems.
• Participate in project planning by providing accurate estimates, contributing to requirement documentation, and assisting in work breakdown structures for the team.
• Lead the collection and documentation of user requirements, user story creation, estimation, and work plan development, ensuring clear communication of requirements.
• Effectively prioritize, and manage dependencies to ensure timely completion, and switch contexts effectively when the need arises.
• Collaborate effectively with cross-functional teams to solve problems, make recommendations, and discuss best practices.
• Proactively identify and mitigate cross-functional and user facing risks, adapting as needed.
• Track task and project progress within JIRA.

Development and Testing 40%

• Lead and participate in software development adhering to project plans, deadlines, and coding standards.
• Develop and maintain high-quality, maintainable systems using efficient and reusable code according to best practices.
• Use version control effectively and according to best practices, as well as backing up other work according to company standards.
• Prepare and maintain comprehensive testing environments with clear examples and instructions.
• Conduct initial testing and assist in developing testing plans to ensure applications meet specifications.
• Implement and maintain automated tests and component libraries and contribute to team best practices.
• Analyze systems to identify root causes of issues across systems, develop workarounds, and implement permanent fixes.
• Deliver thoroughly tested, performance benchmarked, and functionally-compliant work, ensuring readiness for deployment.
• Deploy changes to the production environment following established procedures and supervise more junior team members.
• Oversee, implement and maintain all DevOps processes, including CI/CD pipelines and Infrastructure as Code as applicable to the team.
• Take ownership of maintaining up to date and accurate code and system level documentation .
• Collaborate with members of other teams to ensure timely integration between systems.

Reporting and Communication 10%

• Provide clear, timely, and insightful updates on project status, progress, risks, and potential problems to the line manager and stakeholders.
• Prepare reports, manuals, and other documentation related to software status, operation, and maintenance.
• Maintain accurate system and product change logs, release notes and notifications to other teams, according to company standards and team practices.
• Offer expert insights and feedback on queries regarding relevant projects.
• Collaborate effectively with team members and stakeholders, by being available on appropriate communication channels with timeous, well articulated responses.

Contribute to the team 10%

• Take ownership of projects and products, driving successful completion.
• Actively participate in peer code reviews, provide constructive feedback, discuss best practices, and contribute innovative ideas to projects.
• Collaborate with the team, and interface with other teams, to solve problems and ensure successful project and product delivery.
• Lead and mentor the development team, fostering a collaborative, innovative, and growth-oriented environment through coaching, code reviews, knowledge sharing, and promoting best practices.
• Identify opportunities for team growth and encourage skill development.
• Contribute to the recruitment process by providing technical expertise.

Quality Management and Compliance 5%

• Lead the development of high-quality products that meet specifications, user requirements, best practices, deadlines, and regulatory compliance (e.g., FDA, CE, ISO).
• Apply knowledge of the Quality Management System guidelines and its relevant processes to ensure quality and SOC2 compliance in medical device- and other software.
• Ensure all testing adheres to defined specifications and contributes to continuous improvement of existing applications.
• Lead efforts to safeguard information and data in accordance with company policies.
• Keep all supporting documents up to date.
• Assist the team lead in keeping processes relevant and up to date.

Infrastructure & Database Administration 5%

• Design and implement new database structures and content, ensuring optimal performance and scalability.
• Lead the maintenance of database integrity and efficiency through ongoing optimisation strategies.
• Lead data restoration efforts when required, minimizing downtime and data loss.
• Perform advanced and higher risk DevOps and Infrastructure as Code changes responsibly when the need arises.

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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):

• 5 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

Essential Competencies:

• Embracing Change
• Checking Things
• Documenting Facts
• Producing Output 
• Meeting Timescales
• Managing Tasks
• Taking Action
• Interpreting Data

Important Competencies:

• Developing Expertise
• Challenging Ideas
• Generating Ideas
• Inviting Feedback
• Adopting Practical Approaches
• Upholding Standards
• Pursuing Goals
• Showing Composure
• Examining Information
• Team Working
• Following Procedures
• Thinking Positively

Customer Journey Management 20%

• Drive sales conversion and customer lifetime value (purchases, repurchases, upsells, subscriptions) by implementing and optimizing best-practice customer journey management.
• Manage email drip campaigns in Mailchimp and Marketing Cloud by developing and implementing various journeys as needed.
• Customize and configure CRM marketing systems to meet the organization's specific needs.
• Implement and manage CRM systems to streamline customer interactions and improve overall efficiency.
• Set Email Marketing benchmarks and targets.
• Cross functional team collaboration to ensure implementation and optimization of the customer journeys including briefing the copy, creative and technical teams.
• Schedule promotional and ad hoc tactics across platforms.
• Ensure data accuracy, integrity, and security within the CRM platform.
• Format emails according to required standards, ensure high quality of emails and follow the appropriate approval process.

Strategic management and support 25%

• Provide support in terms of insight generation from the market, competitors and performance to assist with strategic direction.
• Assisting to create systems and structures to support the broader business.
• Consistently explore new opportunities to remain relevant and ahead of our competitors.
• Develop and execute CRM strategies to enhance customer satisfaction and loyalty based on a very specific target audience.
• Utilize the platform's full targeting and segmenting capabilities to create customized journeys and content. 
• Identify and implement initiatives to acquire new customers and retain existing ones.
• Collaborate with marketing teams to create personalized and targeted campaigns.
• Development and coordinate an end-to-end, full funnel customer journey strategy for healthcare,  direct-to-consumer and retail channels.

Data Tracking & Reporting 20%

• Utilize analytics tools to generate insights and reports on customer behavior and engagement.
• Provide regular reporting on the performance of  email campaigns and customer journeys.
• Provide insights and key learnings gained from the report.
• Provide clear next steps to ensure the optimal performance of these journeys. 
• Analyze customer data to identify trends, preferences, and opportunities for improvement.
• Collaborate with marketing, sales, and customer service teams to leverage data for targeted campaigns and initiatives.

Continuous Improvement 25%

• Stay informed about industry trends and best practices in CRM.
• Identify opportunities for process improvement and optimization of CRM systems.
• Continuous AB testing and optimizations of journeys to deliver a high- performing and high-converting lead and customer nurture stream.
• Ensure content is updated according to the latest assets.
• Investigate other platforms to develop a more holistic journey with multiple touch points such as text campaigns and work with cross-functional teams to implement these additional touch points.

Marketing Administration 5%

• Assist with overall digital marketing administration including finance requirements.
• Ensure that Marketing folders are kept up to date and that all files are saved in the relevant folders.
• Assist with the management of the CRM accounts and marketing tools related to CRM. 
• Assist broader marketing team with general administrative tasks.

QMS 5%

• Ensure that QMS guidelines are adhered to. 
• Ensure that all supporting documents are kept to date. 
• Ensure that all processes are kept relevant.

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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

Customer Support 60%

• Complete assigned CRM tasks for follow-up, support, and survey call to customers.
• Obtain and note quality information from the customers to allow for effective management of the relevant escalation.
• Respond to customer queries and follow up with feedback.
• Interpret customer input and feedback into an improved service in terms of hearing aid adoption and acclimatization.
• Troubleshoot customer feedback and complaints to resolve hearing aid functionality and experience issues, over either voice or video call, live chat, email or text message
• Offer solutions to customers to improve hearing aid functionality and experience.
• Solve problems as effectively and efficiently as possible in the least amount of time.
• Offer quality information and comprehensive troubleshooting to customers to reduce call backs.
• Escalate and assign queries correctly and with discretion for efficient resolutions.
• Liaise with other Hearing Exerts to improve customer satisfaction.
• Make supervised adjustments to hearing devices, using remote support when advised by the Hearing Experts.
• Achieve set retention goals and onboarding targets.
• Ensure that the majority of Lexie users have gone through the onboarding process (where possible).
• Provide feedback to the Product Development Audiologist on the performance of the devices, customer feedback and Hearing Hub performance as required by such audiologist.

Customer Experience 20%

• Ensure customers have a positive view of hearX and Lexie and the customer support team and processes.
• Conduct business in a professional manner when communicating and interacting with customers to ensure customer satisfaction.
• Solve problems as effectively and efficiently as possible by reducing the time spent with each query.
• Liaise with Relationship Managers and Hearing Experts to improve customer satisfaction.
• Maintain customer support KPA’s at all times to ensure a high ‘customer effort score’ by going above and beyond for customers.
• Gather customer feedback via post-call reviews and the Lexie Rewards program.
• Actively communicate with other staff members to ensure best practice customer satisfaction.
• Reinforce information provided on a call with texts and/or emails.

Continuous Improvement 10%

• Liaise with the marketing team and maintain the list of FAQs and queries logged by customers; and the corresponding responses.
• Guide management on the needs and desires of our prospective and existing customers.
• Provide customer feedback on product or training information to management.
• Provide feedback to management and marketing on the support material available that could be helpful to customers and staff.
• Report any roadblocks and limitations to management.
• Actively participate in training activities and successfully complete training activities.
• Report to and work with other customer relationship managers in the Contact Centre to ensure customer satisfaction.

Quality & Compliance 10%

• Maintain absolute customer confidentiality and protection of personal information in accordance with procedure.
• Keep quality customer interaction logs complete and up to date, on any system, sheet or form as required in accordance with procedure.
• Ensure that the records reflect accurate representations of the customer interactions, and ensure that escalations are recorded with the optimal amount of information for effective and efficient resolution.
• Ensure other required documents, reports and email accounts are up to date and accurate

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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): 

• 3 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

Essential Competencies:

• Examining Information
• Developing Expertise
• Adopting Practical Approaches
• Providing Insights
• Thinking Positively
• Inviting Feedback
• Upholding Standards
• Taking Action

Important Competencies:

• Interpreting Data
• Generating Ideas
• Exploring Possibilities
• Convincing People
• Articulating Information
• Embracing Change
• Valuing Individuals
• Showing Composure
• Meeting Timescales
• Checking Things
• Following Procedures
• Pursuing Goals

Analysis and Planning 20%

• Collaborate in the application lifecycle (planning, design, development, deployment, maintenance) collaborating with stakeholders for requirements.
• Continuously research and evaluate new technologies to optimize development efficiency.
• Plan and design well-structured, reusable application architecture.
• Implement and develop according to best practices to ensure high-quality, maintainable systems.
• Participate in project planning by providing estimates, contributing to requirement documentation, and assisting with work breakdown structures.
• Participate in user story creation, estimation, and work plan development, ensuring clear communication of requirements
• Effectively prioritize, and manage dependencies to ensure timely completion, and switch contexts effectively when the need arises
• Collaborate effectively with development teams to solve problems, make recommendations, and discuss best practices
• Proactively identify and mitigate code related risks, adapting as needed
• Track tasks and progress within JIRA

Development and Testing 50%

• Develop software adhering to project plans, deadlines, and coding standards
• Develop and maintain high-quality, maintainable 
• systems using efficient and reusable code according to best practices.
• Use version control effectively and according to best practices, as well as backing up other work according to company standards
• Prepare and maintain testing environments, including examples and instructions
• Conduct initial testing and assist in developing testing plans
• Implement and maintain automated tests and component libraries according to team practices
• Analyze systems to identify root causes of issues within a system, develop workarounds, and implement permanent fixes
• Deliver thoroughly tested and performance benchmarked work that meets functional requirements before deployment
• Deploy changes to the production environment following established procedures
• Implement and maintain DevOps processes, including CI/CD pipelines and Infrastructure as Code as applicable to the team
• Maintain up to date and accurate code and system level documentation

Reporting and Communication 10%

• Provide clear, timely, and efficient updates on project status, progress, risks, and potential problems to the team lead
• Prepare reports, manuals, and other documentation related to software status, operation, and maintenance
• Maintain accurate system and product change logs, release notes and notifications to other teams, according to company standards and team practices
• Offer insights and feedback on queries regarding relevant projects
• Collaborate effectively with team members and stakeholders, by being available on appropriate communication channels with timeous, well articulated responses

Contribution to the Team 15%

• Take ownership of projects
• Actively participate in peer code reviews, discuss best practices, and contribute innovative ideas to projects
• Collaborate with the team to solve problems and ensure successful project delivery - on time and as spec'd
• Contribute to the development of fellow team members through knowledge sharing and promoting best practices

Quality Management and Compliance 5%

• Deliver high-quality products that meet specifications, user requirements, best practices, deadlines, and regulatory compliance (e.g., FDA, CE, ISO)
• Apply knowledge of the Quality Management System guidelines and its relevant processes to ensure quality and SOC2 compliance in medical device- and other software
• Ensure all testing adheres to defined specifications
• Contribute to safeguarding information and data in accordance with company policies
• Keep all supporting documents up to date

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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 Satisfaction Certificate (desirable)

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

Other:

• Working hours Eastern Standard Time: 9am - 8pm
• Working shifts, four shifts a week 
• Monday to Sunday
• These working hours will change with daylight savings (in our summer months) to match the hours of 9am - 8pm Eastern Standard Time

Essential Competencies:

• Establishing Rapport
• Interacting with People
• Valuing Individuals
• Understanding People
• Convincing People
• Articulating Information 
• Showing Composure 
• Resolving Conflict 
• Examining Information
• Developing Expertise
• Adopting Practical Approaches
• Following Procedures

Important Competencies:

• Upholding Standards
• Generating Ideas
• Inviting Feedback 
• Making Decisions
• Thinking Positively 
• Managing Tasks
• Taking Action 
• Seizing Opportunities

Customer  Support 50%

• Answer any inbound calls and assist as far as possible.
• Maintain a high first contact resolution rate, without compromising customer care.
• Provide comprehensive troubleshooting and solve problems for customers to get the products working over either voice or video call, live chat, email or text message.
• Obtain and note quality information from the customers to allow for effective management of the relevant escalation.
• Escalate and assign queries correctly and with discretion for efficient resolutions.
• Offer our customers the best care by making appropriate call transfers, where the knowledge or skills of other team members are required.
• Ensure that the majority of Lexie users have gone through the onboarding process (where possible).
• Transfer/relay queries to the Lexie Expert, Fulfillment or Debtors team in a timely manner.
• Complete assigned CRM tasks for support calls to customers thoroughly and in a timely manner.
• Assist with outbound calling tasks as and when required/requested.
• Transfer all inbound sales calls to the RMs according to procedure.
• Upsell additional products to existing or (and prospective) customers. 
• Provide customers with relevant product or training information as required. 
• Provide good quality information to customers to ensure that the products meet their needs to minimize returns.

Customer Experience 30%

• Ensure customers have a positive view of hearX and Lexie/Go and the customer support team and processes. 
• Conduct business in a professional manner when communicating and interacting with customers to ensure customer satisfaction.
• Solve problems as effectively and efficiently as possible by reducing the time spent with each query.
• Liaise with Lexie Experts to improve customer satisfaction. 
• Maintain customer support KPIs at all times to ensure a high ‘customer effort score’ by going above and beyond for customers. 
• Gather customer feedback via post-call reviews and the Lexie Rewards program.
• Actively communicate with other staff members to ensure best practice customer satisfaction.
• Reinforce information provided on a call with texts and/or emails.
• Ensure a minimal to zero missed call rate.

Continuous Improvement 10%

• Liaise with the Continuous Improvement Audiologist to maintain the list of FAQs based on queries logged by customers; and the corresponding responses.
• Alert management to the needs and desires of our prospective and existing customers. 
• Provide customer feedback on product or training information to the Continuous Improvement Audiologist.
• Provide feedback to the Continuous Improvement Audiologist on the support material available that could be helpful to customers and staff.
• Actively participate in training activities and successfully complete training activities.

Quality & Compliance 10%

• Ensure communication is ethical and in line with Company Policy and provided training. 
• Maintain high QA scores, other KPI scores and customer satisfaction rate.
• Maintain absolute customer confidentiality and protection of personal information in accordance with regulations and procedure.
• Keep quality customer interaction logs complete and up to date, on any system, sheet or form as required in accordance with procedure.
• Ensure that the records reflect accurate representations of the customer interactions, and ensure that escalations are recorded with the optimal amount of information for effective and efficient resolution. 
• Ensure other required documents, reports and email accounts are up to date and accurate.
• Ensure proper knowledge is gained and kept on all regulatory, policy and procedural requirements.
• Positively adhere to all regulatory, policy and procedural requirements.

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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.