Remote Clinical & Customer Care Manager

Clinical + Customer Care Manager

● Supportive, collaborative team culture
● Full-time, fully remote for great work-life balance
● Lead and shape Mindstar’s Customer Care function

About Mindstar

Mindstar is one of Australia’s leading innovators in corporate wellbeing and mental health. We deliver tailored programs, executive coaching, crisis response services, and workshops that help people and organisations thrive. Focussing on leaders and executives, our clients span corporate Australia and the health sector, and we pride ourselves on delivering exceptional, world class, and human-centred solutions.

About the Role

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

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

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

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

Key Responsibilities

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

About You – Key Skills & Experience

Must-Haves

• Based on the East Coast of Australia with permanent work rights.
• Tertiary qualifications in Psychology, Social Work, Counselling, Occupational Therapy, Nursing (mental health) or other Allied Health/Social Sciences.
• 3–5+ years’ experience in a health-related professional and business administration/practice management/development role.
• Proven leadership and people management skills.
• Clinical triage expertise, including risk identification and management.
• Exceptional operational, systems, and administrative capability.
• Comfort working in a fast-paced, agile environment.
• Excellent interpersonal and communication skills.
• Project Management skills

Highly Regarded

• Experience in corporate wellbeing or mental health service delivery.
• Familiarity with practice management systems and/or CRMs.
• Previous clinical experience with complex mental health conditions or individuals at risk.
• Strong data analysis skills for service improvement.
• Understanding of compliance obligations across client agreements, regulatory bodies, and legislative changes.
• Appreciation of the demands and resourcefulness required in small business environments

Why Join Us

• A genuinely supportive, inclusive, and values-driven culture.
• A leadership team that values trust, wellbeing, and innovation.
• Comprehensive training and ongoing coaching.
• The flexibility to work from home (in a quiet, private space) with occasional in-person collaboration.
• The opportunity to make a meaningful difference every day.

Application Process

We encourage you to apply early, as we will be reviewing applications and interviewing on a rolling basis. The vacancy may close once a suitable candidate is identified.

To apply: Combine your CV and cover letter into one document before uploading.Job Brief: