Note: The job is a remote job and is open to candidates in USA. LumiMeds is a fast-growing U.S.-based telehealth startup focused on weight management and long-term metabolic health. The Customer Service Representative will be the first point of contact for patients, helping them navigate the platform, resolving issues, and ensuring a supportive experience. This role requires strong problem-solving skills and the ability to work independently in a fast-paced environment.
Responsibilities
- Provide exceptional support to patients via phone, email, chat, and SMS
- Resolve patient inquiries related to appointments, prescriptions, billing, subscriptions, and account management
- Guide patients through the telehealth experience with empathy, professionalism, and accuracy
- Escalate clinical questions appropriately while maintaining patient confidence
- Coordinate with Clinical, Operations, Sales, and Patient Success teams to resolve complex issues
- Document every interaction accurately within our CRM and patient management systems
- Follow up proactively to ensure issues are fully resolved
- Identify recurring patient pain points and provide recommendations to improve processes
- Meet established KPIs including response times, customer satisfaction (CSAT), first contact resolution, and quality metrics
- Represent the LumiMeds brand with professionalism in every patient interaction
Skills
- 2+ years of experience in Customer Service, Patient Support, or Customer Experience
- Experience supporting customers remotely (phone, chat, and email)
- Professional-level English communication skills (written and verbal)
- Strong problem-solving skills and the ability to remain calm under pressure
- Highly organized with excellent attention to detail
- Comfortable handling multiple conversations and priorities simultaneously
- Strong empathy without losing efficiency or accountability
- Experience using CRM systems such as HubSpot, Salesforce, Zendesk, or similar
- Comfortable working U.S. business hours
- Self-motivated and able to work independently in a remote environment
- Experience in telehealth, healthcare, healthtech, wellness, or SaaS
- Experience supporting subscription-based businesses
- Familiarity with HIPAA or healthcare privacy standards
- Experience with Slack, Dialpad, Intercom, or similar support platforms
- Experience working in startups or high-growth companies
- Comfortable using AI tools (ChatGPT, Claude, Gemini, etc.) to improve productivity and customer support workflows
Company Overview