Customer Support Concierge

This is a fully remote position, open to applicants in Dominican Republic.

📋 Description

• Act as the primary point of contact for the patient experience, ensuring every customer feels supported from their initial inquiry through to ongoing treatment.

• Manage multi-channel inbound support.

• Confirm pharmacy orders against each patient's products and dosages.

• Collaborate with pharmacy partners to address fulfillment challenges.

• Follow up with incoming leads to assist them in beginning treatment.

• Uphold a high-touch, precise support operation with measurable lead conversion and minimal order errors.

⛳️ Requirements

• A minimum of 2 years of experience in customer support, account management, or a concierge-style service role.

• Practical experience with CRM and support platforms such as HubSpot, Zendesk, or Intercom.

• A proven history of managing inbound support through email, chat, and phone.

• Experience in verifying order accuracy and coordinating with fulfillment or pharmacy partners.

• Demonstrated responsibility for lead follow-up and conversion tracking throughout a pipeline.

• Proven experience in creating or maintaining SOPs, FAQ documentation, or response templates.

• Proficient in English at the C1+ CEFR level (client-facing, voice, and written communication required).

• Nice-to-Have: Previous experience in healthcare, telehealth, DTC wellness, or pharmacy operations.

• Familiarity with compliance-sensitive customer environments (HIPAA or similar).

• Background in supporting an early-stage or venture-backed startup.

• Knowledge of health optimization, peptide therapy, or the wellness sector.

🏝️ Benefits

• Competitive Salary: Based on experience and skills.

• Remote Work: Fully remote—work from anywhere.

• Team Incentives: Recognition for maintaining 100% CRM hygiene and timely reporting.

• Generous PTO: In accordance with company policy.

• Health Coverage for PH-based talents: HMO coverage after 3 months for full-time employees.

• Direct Mentorship: Guidance from international industry experts.

• Learning & Development: Ongoing access to resources for professional growth.

• Global Networking: Connect with professionals worldwide.