Customer Support Lead - Telehealth

Permanent Employee, Full-time, Remote, PST Shift

Job Summary:

We are seeking a Customer Support Lead - Telehealth to own and elevate the end-to-end patient support experience across email, live chat, and phone. This role is responsible for delivering high-quality, empathetic, and clinically informed support while coordinating closely with internal teams, providers, and pharmacy partners.

The ideal candidate has a clinical or patient-facing background and is comfortable explaining treatments, handling sensitive inquiries, and managing multiple communication channels in a fast-paced remote environment. This role requires strong ownership, sound judgment in triaging clinical questions, and the ability to maintain high service standards across all interactions.

Responsibilities:

• Manage all inbound patient support across email, live chat, and phone channels

• Respond to inquiries related to medications, dosing, side effects, shipping, billing, and account concerns

• Provide clear, accurate, and empathetic communication to patients in a professional and brand-aligned tone

• Triage clinical questions appropriately, resolving in-scope inquiries and escalating when necessary

• Coordinate with internal teams, provider networks, telehealth platforms, and pharmacy partners to resolve issues

• Manage order-related updates including refills, shipment tracking, and account changes

• Maintain response time SLAs and contribute to high customer satisfaction metrics

• Act as a central communication point across support, clinical, and operations teams

• Identify and escalate recurring issues related to product, fulfillment, or platform performance

• Maintain accurate documentation while ensuring compliance with patient privacy standards

Requirements:

• Based in Latin America with a reliable home office setup and stable internet connection

• Clinical or patient-facing background preferred (e.g., NP, RN, LPN, Medical Assistant, or similar)

• Strong verbal and written communication skills, with confidence handling phone-based support

• Ability to explain medical or treatment-related information clearly and calmly

• Experience managing multiple support channels in a remote environment

• Familiarity with helpdesk platforms such as Zendesk, Gorgias, Intercom, or similar tools

• Experience using telehealth platforms such as Rimo or similar systems

• Strong organizational skills and ability to manage concurrent conversations and priorities

• Understanding of patient privacy standards and ability to handle sensitive information appropriately

• Self-directed and comfortable working independently with a high level of ownership

• Experience using collaboration tools such as Slack in a fast-paced environment

• Experience in telehealth, digital health, or direct-to-consumer healthcare environments preferred

• Familiarity with GLP-1 treatments, compounded medications, or similar therapies preferred

• Experience working with cross-functional teams including clinical providers and pharmacy partners preferred