Customer Support Lead - Telehealth

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 channelsRespond to inquiries related to medications, dosing, side effects, shipping, billing, and account concernsProvide clear, accurate, and empathetic communication to patients in a professional and brand-aligned toneTriage clinical questions appropriately, resolving in-scope inquiries and escalating when necessaryCoordinate with internal teams, provider networks, telehealth platforms, and pharmacy partners to resolve issuesManage order-related updates including refills, shipment tracking, and account changesMaintain response time SLAs and contribute to high customer satisfaction metricsAct as a central communication point across support, clinical, and operations teamsIdentify and escalate recurring issues related to product, fulfillment, or platform performanceMaintain accurate documentation while ensuring compliance with patient privacy standardsRequirements:Based in Latin America with a reliable home office setup and stable internet connectionClinical 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 supportAbility to explain medical or treatment-related information clearly and calmlyExperience managing multiple support channels in a remote environmentFamiliarity with helpdesk platforms such as Zendesk, Gorgias, Intercom, or similar toolsExperience using telehealth platforms such as Rimo or similar systemsStrong organizational skills and ability to manage concurrent conversations and prioritiesUnderstanding of patient privacy standards and ability to handle sensitive information appropriatelySelf-directed and comfortable working independently with a high level of ownershipExperience using collaboration tools such as Slack in a fast-paced environmentExperience in telehealth, digital health, or direct-to-consumer healthcare environments preferredFamiliarity with GLP-1 treatments, compounded medications, or similar therapies preferredExperience working with cross-functional teams including clinical providers and pharmacy partners preferred