Note: The job is a remote job and is open to candidates in USA. System Labs is a fast-growing US telehealth company providing physician-prescribed longevity and wellness therapies through an online, subscription-based model. The Customer Service/Sales Representative will support customers across SMS, email, and phone, manage orders and subscriptions, coordinate issue resolution, and help develop AI-powered support agents while escalating clinical matters to licensed care staff.
Responsibilities
- Respond to customer inquiries over SMS, email, and phone — order status, shipping questions, billing, and subscription changes (pauses, cancellations, plan switches)
- Process refunds, reships, and account updates according to our playbooks
- Work with the team to develop and improve our AI support agents — reviewing AI-drafted responses, flagging mistakes, feeding in edge cases, and helping expand what the AI can handle well
- Triage incoming messages and escalate anything clinical or medical to our licensed care team — support never gives medical advice
- Coordinate with our pharmacy and fulfillment partners to resolve shipping delays and delivery issues
- Surface recurring problems, customer trends, and process gaps to the Head of Operations each week
- Help build and refine our support macros, playbooks, and knowledge base as we scale
- Handle customer health information with care and discretion, following HIPAA privacy practices
Skills
- No minimum years of experience — we care about judgment, empathy, and communication, not your resume length
- Exceptional written English — clear, warm, and professional over text
- Confident, professional spoken English for phone support
- Availability to work US Pacific business hours
- Authorized to work in the United States
- A quiet workspace, reliable internet, and a good headset for calls
- Strong attention to detail and sound judgment on when to follow the playbook vs. escalate
- Curiosity about AI tools and enthusiasm for working alongside them
- Comfort with fast-changing processes and startup pace
- Willingness to complete HIPAA and compliance training
Benefits
- Fully remote
- Direct access to company leadership and a front-row seat at a fast-scaling US health company
- Work from home
Company Overview