Customer Support Specialist (English)

We’re a fast-growing telehealth product launched in 2025, backed by an established e-commerce company with roots going back to 2012. We’re focused on the US market, building a platform that connects patients with doctors for real medical care: think weight-loss treatment, prescriptions, and insurance-covered telehealth visits, all wrapped in a strict, HIPAA-conscious environment. Our user base is growing fast, and our team is remote-first across multiple countries. Due to team expansion, we are looking for a Customer Support Specialist (US market, medical field) — someone who enjoys helping customers, resolves issues quickly, and maintains high service standards.

Responsibilities:

● Communicate with customers via chat, email, phone calls (inbound & outbound), and social media.

● Proactively contact customers who have placed orders.

● Collect the necessary information to complete orders and forward it to the medical department (according to the script provided).

● Closely collaborate with the medical team to achieve shared goals.

● Provide consultations regarding services and products.

● Collaborate with pharmacies to promptly resolve customer inquiries and issues.

● Resolve issues and handle complaints promptly and professionally.

● Escalate important requests to relevant teams to improve technical and financial processes.

● Collect, analyze, and share customer feedback with the manager.

● Act as a key communication link between customers and internal teams.

● Maintain and update the customer database and order statuses in tracking tables.

● Participate in team calls (daily, weekly, planning meetings).

● Respond promptly to colleagues' requests.

● Contribute to customer retention efforts, reducing refund rates and subscription cancellations.

We Offer:

● Remote work with a flexible format.

● 5 working days per week, 2 floating days off.

● Evening shifts: 3:00 PM — 12:00 AM (Kyiv time), 10:00 — 19:00 AM (occasionally).

● Competitive salary.

● Supportive Team Lead and a friendly team environment.

● Structured onboarding and training materials.

● Career growth opportunities.

● Medical insurance (for employees in Ukraine) and work equipment (laptop).

● Seminars and professional development training.

● 25 paid days off (including sick leave).

● Team-building activities and corporate events in Ukraine.

● A comfortable office is available during power outages.

● Corporate psychological support program.

Requirements:

● Advanced English proficiency (C1 level), both written and spoken.

● Ability to adapt quickly to changes and remain flexible.

● Positive, empathetic, and professional attitude toward customers.

● Strong analytical skills, attention to detail, and problem-solving abilities.

● Proactive mindset and ability to provide constructive feedback.

● Ability to work with large volumes of information.

● At least 1 year of experience in a similar role.

● Experience in sales or the medical field will be considered an advantage.

● Experience with Zendesk, JIRA, and Magento will be a plus.

Would you like to work in a modern and friendly environment where your knowledge and communication skills are valued?

Join our team! Please send your CV indicating your salary expectations and English level. We look forward to meeting you!