TE-1466 -Customer Support

ABOUT THE ROLE

We are a healthcare technology company connecting members with personalised weight management care — from their first provider consultation through to ongoing prescription treatment. As a Customer Support agent on the India Support POD, you are the first human touchpoint for members who need help.

This is a structured, SOP-driven role. You handle standard inbound member inquiries — order status, account access, billing questions, shipment tracking — and follow established workflows to resolve them. When an issue falls outside your scope, you escalate clearly and completely to a Senior Customer Support agent.

WHAT YOU'LL BE DOING

Member Inquiries

• Respond to inbound member tickets across chat and email — handling common queries about order status, shipment tracking, account access, billing, and treatment plan information.
• Search for members in the admin portal using available identifiers (email, name, order number, or tracking number).
• Check order status and shipment tracking details for members inquiring about their deliveries.
• Help members determine which platform or portal their account is on and direct them accordingly.
• Guide members on how to log in to the member portal and how to access and respond to provider messages.

Standard Resolution Tasks

Walk members through updating their payment method — explaining the difference between an account-level update (affects future plans) and a treatment-plan-level update (affects only that plan).

Help members understand the status of their intake or follow-up form by checking the activity timeline in the treatment plan view.

Use interim processes for early check-ins, refill requests, and other time-sensitive workflows as guided by current SOPs.

Set clear expectations with members about known platform limitations — communicating workarounds where they exist and timelines where they do not.

Escalation & Documentation

Identify issues requiring Senior CS involvement — complex billing disputes, prescription problems, portal errors, or members at risk of cancellation — and escalate with: member ID, issue description, channel, and steps already taken.

Post platform bugs or unexpected behaviour to the team channel for awareness before escalating to Technical Support.

Document every member interaction in the ticketing system accurately — correct category, tags, and notes — before closing or handing off.

Maintain HIPAA compliance at all times — never share or copy member protected health information (PHI) outside authorised systems.

Team & Growth

• Participate in all training sessions — product knowledge, platform navigation, ticketing system, pharmacy overview, and HIPAA policy.
• Contribute to team knowledge by flagging recurring member confusion points that could improve SOPs.
• Work rotating 12-hour shifts including weekend coverage.

SKILLS YOU SHOULD HAVE

• 2 to 3 years of experience in a customer-facing support role — healthcare or telehealth background a plus but not required.
• Clear, empathetic written communication in English.
• Comfortable following step-by-step SOPs and escalation runbooks precisely.
• Familiarity with a support ticketing or CRM platform (Zendesk, Freshdesk, Intercom, or similar).
• Attention to detail — accurate documentation is as important as fast resolution.
• Able to stay calm and professional in high-volume periods.
• Availability for rotating 12-hour shifts.