Customer Support Concierge - Telehealth / DTC Wellness
New
P
PearlCustomer Service and Client Relations
Metro Manila, Philippines. Bogotá, Bogota, Colombia. Buenos Aires, Buenos Aires, Argentina. Mexico City, Mexico. Central Visayas, Philippines. Davao Region, Philippines, PSTFull-TimeMiddle
Salary not disclosed
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Job Details
- Languages
- English
- Experience
- 2+ years
- Required Skills
- HubSpotGoogle SheetsZendesk
Requirements
- 2+ years of experience in customer support, account management, or concierge-style service
- Strong written and verbal English communication skills with a warm, professional tone
- High attention to detail and ability to manage multiple workflows simultaneously
- Experience using CRM platforms (ActiveCampaign, HubSpot, Zendesk, Intercom, or similar)
- Ability to thrive in a fast-paced startup environment with evolving processes
- Strong organizational skills and disciplined follow-up habits
- Proficiency with Email platforms
- Proficiency with Live chat systems
- Proficiency with Phone systems
- Proficiency with Google Sheets
- Experience in telehealth, healthcare, DTC wellness, or pharmacy operations (preferred)
- Exposure to compliance-sensitive or regulated environments (preferred)
- Interest in health optimization or wellness industries (preferred)
- Experience tracking conversion metrics or supporting sales pipelines (preferred)
Responsibilities
- Serve as the primary point of contact across email, chat, and phone channels.
- Deliver a personalized, high-touch experience throughout the customer treatment journey.
- Proactively follow up after onboarding, prescription fulfillment, and delivery.
- Troubleshoot and resolve inquiries related to orders, shipments, billing, and accounts.
- Review and verify pharmacy orders for accuracy, including product selection and dosage alignment.
- Coordinate with pharmacy partners to resolve discrepancies or fulfillment delays.
- Follow up with inbound leads in a consultative and timely manner.
- Address objections and guide prospective customers toward treatment initiation.
- Identify recurring friction points and recommend operational improvements.
- Develop and refine SOPs, FAQs, and response templates.
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