Customer Support Concierge (Telehealth / DTC Wellness) - A315
Job Description
Industry
Customer Service and Client Relations
Work Arrangement
Remote
Job Type
Full-time
Work Schedule
Monday–Friday
40 hours per week
Must maintain significant overlap with PST business hours
Locations:
- Philippines: Manila, Cebu, Davao
- LATAM: Mexico City (Mexico), Bogotá (Colombia), São Paulo (Brazil), Buenos Aires (Argentina)
About Pearl Talent
Pearl works with the top 1% of candidates from around the world and connects them with the best startups in the US and EU. Our clients have raised over $5B in aggregate and are backed by companies like OpenAI, a16z, and Founders Fund. They’re looking for the sharpest, hungriest candidates who they can consistently promote and work with over many years. Candidates we’ve hired have been flown out to the US and EU to work with their clients, and even promoted to roles that match folks onshore in the US.
Hear why we exist, what we believe in, and who we’re building for: WATCH HERE
Why Work with Us?
At Pearl, we’re not just another recruiting firm—we connect you with exceptional opportunities to work alongside visionary US and EU founders. Our focus is on placing you in roles where you can grow, be challenged, and build long-term, meaningful careers.
About the Company
Our client is a fast-growing telehealth company transforming access to peptide therapy through a modern, direct-to-consumer model. Operating within the digital health and wellness space, the company combines medical innovation with high-touch customer care to deliver personalized treatment journeys.
They are building a premium, concierge-level experience for customers seeking optimized health solutions, with a strong focus on operational excellence, compliance, and scalable systems.
Role Overview
The Customer Support Concierge serves as the frontline of the customer experience, ensuring every patient feels supported, informed, and cared for from first inquiry through ongoing treatment. This role blends white-glove service with operational precision, overseeing order verification, coordinating with pharmacy partners, and nurturing inbound leads.
You will work cross-functionally with pharmacy partners, marketing, and operations to ensure seamless treatment journeys. The ideal candidate is empathetic, detail-oriented, highly organized, and comfortable operating in a fast-paced startup environment where processes are continuously evolving.
Your Impact
You will be instrumental in delivering a premium customer experience that drives satisfaction, retention, and conversion. By ensuring accurate order verification and proactive communication, you will reduce fulfillment errors and operational friction.
Your timely follow-up with inbound leads will directly support revenue growth and improve conversion rates. Additionally, your documentation discipline and process improvement insights will help scale operations efficiently while maintaining compliance standards and high-quality service.
Core Responsibilities
Concierge-Level Customer Experience – 35%
- 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.
- Maintain professional, empathetic communication aligned with healthcare standards.
Order Verification & Pharmacy Coordination – 30%
- Review and verify pharmacy orders for accuracy, including product selection and dosage alignment.
- Coordinate with pharmacy partners to resolve discrepancies or fulfillment delays.
- Maintain accurate CRM documentation for order status and customer communications.
- Escalate compliance-sensitive issues appropriately and in a timely manner.
Lead Follow-Up & Conversion – 20%
- Follow up with inbound leads in a consultative and timely manner.
- Address objections and guide prospective customers toward treatment initiation.
- Track lead pipeline activity and support conversion reporting.
- Provide structured feedback to marketing teams on trends and common objections.
Process Optimization & Documentation – 15%
- Identify recurring friction points and recommend operational improvements.
- Develop and refine SOPs, FAQs, and response templates.
- Support scaling initiatives as the customer base grows.
- Monitor customer satisfaction indicators and recommend proactive enhancements.
Requirements
Must-Haves (Required)
- 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 for documentation and pipeline tracking (ActiveCampaign preferred).
- Ability to thrive in a fast-paced startup environment with evolving processes.
- Strong organizational skills and disciplined follow-up habits.
Nice-to-Haves (Preferred)
- Experience in telehealth, healthcare, DTC wellness, or pharmacy operations.
- Exposure to compliance-sensitive or regulated environments.
- Interest in health optimization or wellness industries.
- Experience tracking conversion metrics or supporting sales pipelines.
Tools Proficiency
Must-Haves (Required)
- CRM platforms (ActiveCampaign, HubSpot, Zendesk, Intercom, or similar)
- Email platforms
- Live chat systems
- Phone systems
- Google Sheets
Nice-to-Haves (Preferred)
- E-commerce platforms
- Telehealth or healthcare workflow tools
- ClickUp
- Asana
- Notion
Benefits
- Competitive Salary: Based on experience and skills
- Remote Work: Fully remote—work from anywhere
- Performance Bonus: Based on data accuracy, reporting timeliness, and overall sales efficiency
- Team Incentives: Recognition for maintaining 100% CRM hygiene and on-time 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
Our Recruitment Process
- Application
- Screening
- Skills Assessment
- Top-grading Interview
- Client Interview
- Job Offer
- Client Onboarding
Ready to Join Us?
If this role aligns with your skills and goals, apply now to take the next step in your journey with Pearl.
