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 assisting the Hearing Hub Manager to ensure the optimal functioning of the Hearing Hub, its procedures and its systems.
- Operationally responsible for selected sales agents, coordinates the shift-based activities of these agents to ensure an adequate output of work is maintained.
- Handles the more complex queries in relation to for example sales orders, support, deliveries and escalations. Performance will be measured in accordance with performance of direct reports and role based KPI’s.
Minimum education (essential):
Minimum education (desirable):
- Relevant Management or Contact Centre Certifications
Minimum applicable experience (years):
- 5+ years in Contact Centres
- 3+ years in Contact Centre Management / Supervision
Required nature of experience:
- Team management / supervision
- Enforcing OP’s and Company Policies
- B2C / DTC sales
- Customer relations
- Telephonic sales
- E-commerce platforms
- Technical support
- Sales and reporting
- Working within a digital environment
- Working across different timezones with different countries
Skills and Knowledge (essential):
- CRM system experience (i.e. Salesforce)
- E-commerce platforms (Big commerce, Shopify)
- Excellent English skills with neutral tonality
- Conversion rates and sales funnels
- Conflict management
- Monitoring and measuring of performance metrics
- Google Suite
- Performance and probation management
- Relevant Labour legislation
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Job Purpose:
- Deliver exceptional client support within the B2B division to Clinical Trial clients, offering primary product assistance, data management and administrative support in a friendly and supportive manner. Ensure high customer satisfaction and operational readiness of customer devices through proactive inbound and outbound support.
- This includes assisting existing clients and engaging with potential leads among clients who have not yet re-subscribed.
- To efficiently capture, organize, and analyze data to support informed decision-making.
- This includes gathering data from various sources, ensuring its accuracy, and applying analytical techniques to identify trends, patterns, and insights. Strict adherence to data protection to be applied.
- In this role, we require you to care deeply about customer service and success, advocating for project, product and customer success to drive credibility for hearX within the clinical trial and drug study industry. Our clients matter to us, and they should matter to you!
Minimum education (essential):
Minimum education (desirable):
- Customer Support/Satisfaction Certificate
Minimum applicable experience (years):
- 2+ years in a customer support or sales role
Required nature of experience:
- Client liaison and support
- Data capturing and administration
- Administration and project management
- Documentation and reporting of client queries
- Working within a digital environment
- Collaborating with senior stakeholders and key decision-makers
Skills and Knowledge (essential):
- Manage difficult clients and resolve queries efficiently and professionally
- Team Collaboration
- A desire to please customers and provide excellent support
- Reporting (Excel, Google Slides, Word)
- Prioritizing Support Issues
- CRM systems (Insightly or Salesforce would be preferred)
- Timely, accurate and concise dissemination of critical information and errors
- Professionalism in communication: Video calling, email and internal team systems (Slack would be advantageous)
- Neutral accent for working with international clients
- Excellent English writing and reading skills
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Job Purpose:
- Leads the hearX sales and business development team with responsibility for all B2B sales, new business development, existing client growth and relationship management.
- Directs hearX’s identification, development and conversion of B2B prospects and leads into customers. Supervises a direct team of sales executives and business development managers both in South Africa and the United States.
- Defines sales development strategies and objectives, for both new and existing customers, with a strong concentration on the United States market and large global opportunities.
- Initiates business development opportunities, new alliances and drives the B2B sales team to meet stated sales performance objectives.
- Ultimately, grow hearX’s customer base, revenue and market share through successful business development in the global hearing test market.
Minimum education (essential):
Minimum applicable experience (years):
Required nature of experience:
- Sales team management
- Sales, new business development and client management experience working with large US and International businesses
- Proven network and existing relationships working within health and safety, industrial or pharmaceutical companies
- Sales of complex product and service solutions to large and small businesses, preferably medical devices
- Business to Business sales, prospecting, lead nurturing and client management
- Strategic intent and business initiative within an underdeveloped hearing test market
Skills and Knowledge (essential):
- Excellent selling, communication and interpersonal skills, including written, verbal and presentation
- Business development, sales and revenue stream expansion
- Initiative to assess and initiate new business independently and through connections
- Working with early stage business ventures and achievement of revenue growth
- Proven ability to negotiate and work with high level executives
- Ability to navigate large organizations and build meaningful connections.
- Proven contract negotiation experience
- Excellent customer, patient and product understanding
- Team leadership, management and supervisory skills
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Job Purpose:
- Ensure software compliance to required standards and specifications, as well as the quality, reliability, and efficiency of software applications, through manual testing processes.
- Where automated testing is feasible, assist with the implementation of automated testing tools, scripts and methodologies.
Minimum education (essential):
- Qualification or certification in software testing
Minimum education (desirable):
- Diploma/Degree in Software Related Area
Minimum applicable experience (years):
Required nature of experience:
- Testing multiple platforms, including web and mobile based systems.
- Documentation and maintenance of software test artifacts.
- Using testing methodologies and techniques.
- Coding experience in any language, but preferably HTML, JavaScript, Kotlin or Swift.
- Selenium/Appium, Cypress, Zephyr, Browserstack, Test Project and JIRA experience would be advantageous.
- Testing in an Agile environment - where Agile is the development methodology
Skills and Knowledge (essential):
- Automated Test Tools and Platforms.
- Software development life cycle (SDLC) and the software test life cycle (STLC).
- Basic understanding of databases and SQL.
- Common software failures and faults
- JIRA agile processes
- Ensuring conformity of web design
- Smoke-, Functional-, Post deployment Testing
- Automation of Testing Processes
- Creating Test Cases.
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Job Purpose:
- Develop and maintain our innovative hearing health platforms on the iOS platform, ensuring code is generated that is in accordance with specifications, and which is 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 iOS best practice perspective for products in the rest of the company. Work might also include mentoring other iOS developers.
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 - 5 years as an iOS Developer
Required nature of experience:
- Experience in implementing and delivering native iOS applications of 1 or more projects.
Skills and Knowledge (essential):
Programming Languages and Concepts
- Swift (Advanced)
- Concurrency - Grand Central Dispatch (GCD), Operation Queues, Tasks
- Memory Management
- iOS best practices
iOS Frameworks and SDK’s
- Animation - Core Animation/ SwiftUI animation
- Lottie
- Combine
- Core Data
- RxSwift
- Core Bluetooth/ RxBluetoothKit
Development Tools
- Command Line Tools
- Continuous Integration/ Continuous Deployment CI/ CD (Xcode Cloud, GitHub Actions)
- Profiling
Version Control
- Complex Git workflows (rebasing, cherry-picking, git-bisect)
App Architecture and Design Patterns
Networking
User Interface Design
- Custom Transitions and Animations
- Accessibility
- Localization and Internationalization
Data Persistence
- Core Data models and migrations (Intermediate)
Testing
- Unit testing - mocking, stubbing (Advanced)
- Performance Testing
App life cycle
Additional Skills
- Human Interface Guidelines
- App Review Guidelines
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Job purpose:
- Junior Lexie Experts will provide high quality support and remote care under the guidance of the Lexie Experts to a hearing programme being provisioned to service the market in the United States. Junior Lexie Experts assist customers remotely via video and voice calls, texts, emails and messenger services, with the Junior Lexie Expert troubleshooting issues with hearing aids, and making suggested changes and tweaks to the settings and functioning of the hearing aids for the customer. Junior Lexie Experts will provide hearing aid retention through support calls to existing customers and the onboarding of new customers.
Minimum education (essential):
- B. Communication Pathology in Audiology or Hearing Aid Acoustician Foundation
Minimum education (desirable):
- M.Communication Pathology in Audiology
Minimum applicable experience (years):
Required nature of experience:
- 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
The following experience would be advantageous:
- Working in a call centre or in sales
- Ease of use with video calling
Skills and Knowledge:
- Excellent English skills with a neutral English accent
- Excellent communication ability and oratorship
- Working with a customer management system
- Conflict management
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Job Purpose:
- Lead production vision and strategy, to increase division profitability by driving product success by designing efficient and scalable systems and products and ensuring on-time and on-budget delivery thereof. The Senior Business Analyst takes ownership of products in the division and keeps a handle on product and project aspects including team prioritization, business models, specifications, budgets and financial models, progress tracking, cross functional leadership alignment, management of resources and team capacity.
- Within our context at hearX, a Senior Business Analyst is akin to a Product Manager.
- This role oversees a multi-disciplinary team.
Team Function:
- Business Analysis for the division (hardware, apps, back-end and Salesforce CRM for the call center)
- Business Intelligence (data) for the division across call center, marketing, customer delight etc.
- Logistics, supply chain and order fulfillment for international market(s)
- Hearing Aid Product Development (with team of audiologists)
Minimum education (essential):
BEng (Industrial / Chemical), BCom (Information Systems / IT), BSc (Computer Science / Informatics)
Minimum education (desirable):
- BEng Hons (Industrial / Chemical), BCom Hons (Information Systems / IT), BSc Hons (Computer Science / Informatics)
Minimum applicable experience (years):
Required nature of experience:
- Business Analysis within the IT, software or medical device field (SaaS and/or PaaS models would be beneficial)
- Development of project, product and system specifications
- Requirement gathering and documentation
- Project Management
- Software development life cycle (end-to-end project exposure)
- Stakeholder Management
- Mentoring
- Workshop Facilitation
Skills and Knowledge (essential):
- Excellent computer proficiency (especially in MS Office Excel / Google Sheets)
- Google Business Suite
- Solution design and documentation
- Specification design (ideally to functional level)
- Business Process design
- Business intelligence and analytics
- Big Data
- Project management methodologies
- BPMN 2.0 or UML Knowledge
- API knowledge
- JIRA, Monday.com or similar task management
- Confluence or similar documentation tools
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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):
- Angular
- 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
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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
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)
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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 programme 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
Method of Application
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