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Customer Support Lead

9 hours, 18 minutes ago
Philippines
Full-time
Senior
Customer Support
Customer and Technical Support
E-commerce HIPAA
Apply Now

Di Rezze Family Office

Investment management firm described on LinkedIn with the tagline “Beyond Capital. Toward Greatness.”

Investment Management
11-50
View All Jobs 3

Description

  • Build, lead, and coach the in-house patient support team across email, SMS, and in-app channels.
  • Own the support knowledge base, macros, and tone-of-voice standards and keep them updated as the product changes.
  • Design and run the quality assurance program, including scorecards, ticket reviews, coaching loops, and CSAT tracking.
  • Manage staffing, scheduling, and US Eastern Time coverage, including launch surge planning.
  • Own escalation routing and send all clinical questions to the treating board-certified OB-GYNs without providing medical advice.
  • Enforce HIPAA-compliant handling of patient information across all support interactions and channels.
  • Report weekly on support KPIs including first response time, resolution time, CSAT, contact rate, and escalation volume.
  • Share recurring patient issues with product, operations, and marketing to help resolve root causes.

Requirements

  • 5+ years of customer support or customer experience experience, including 2+ years leading a team.
  • Healthcare experience in telehealth, digital health, clinics, insurance, or pharmacy support, with exposure to sensitive health information.
  • Direct-to-consumer experience supporting a consumer subscription or e-commerce brand.
  • Working knowledge of HIPAA and disciplined handling of protected health information.
  • Excellent written and spoken English with a warm, clear, and professional tone.
  • Experience with modern helpdesk platforms, SMS support tooling, and QA frameworks.
  • Ability to work US Eastern Time hours consistently and flex during launch.
  • Experience supporting women’s health or another sensitive health category is preferred.
  • Experience building a support function from scratch at a startup is preferred.
  • Familiarity with subscription billing support, including upgrades, downgrades, cancellations, and refunds, is preferred.

Interested in this position?

Apply directly on the company website

Apply Now

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