[Hiring] Customer Support Concierge @Pearl

Role Description

The Customer Support Concierge serves as the frontline of the customer experience, ensuring every patient feels supported, informed, and cared for from first inquiry through ongoing treatment. This role blends white-glove service with operational precision, overseeing order verification, coordinating with pharmacy partners, and nurturing inbound leads.

You will work cross-functionally with pharmacy partners, marketing, and operations to ensure seamless treatment journeys. The ideal candidate is empathetic, detail-oriented, highly organized, and comfortable operating in a fast-paced startup environment where processes are continuously evolving.

Your Impact

• Deliver a premium customer experience that drives satisfaction, retention, and conversion.
• Ensure accurate order verification and proactive communication to reduce fulfillment errors and operational friction.
• Timely follow-up with inbound leads to directly support revenue growth and improve conversion rates.
• Documentation discipline and process improvement insights to help scale operations efficiently while maintaining compliance standards and high-quality service.

Core Responsibilities

• Concierge-Level Customer Experience – 35%
  • Serve as the primary point of contact across email, chat, and phone channels.
  • Deliver a personalized, high-touch experience throughout the customer treatment journey.
  • Proactively follow up after onboarding, prescription fulfillment, and delivery.
  • Troubleshoot and resolve inquiries related to orders, shipments, billing, and accounts.
  • Maintain professional, empathetic communication aligned with healthcare standards.
• Order Verification & Pharmacy Coordination – 30%
  • Review and verify pharmacy orders for accuracy, including product selection and dosage alignment.
  • Coordinate with pharmacy partners to resolve discrepancies or fulfillment delays.
  • Maintain accurate CRM documentation for order status and customer communications.
  • Escalate compliance-sensitive issues appropriately and in a timely manner.
• Lead Follow-Up & Conversion – 20%
  • Follow up with inbound leads in a consultative and timely manner.
  • Address objections and guide prospective customers toward treatment initiation.
  • Track lead pipeline activity and support conversion reporting.
  • Provide structured feedback to marketing teams on trends and common objections.
• Process Optimization & Documentation – 15%
  • Identify recurring friction points and recommend operational improvements.
  • Develop and refine SOPs, FAQs, and response templates.
  • Support scaling initiatives as the customer base grows.
  • Monitor customer satisfaction indicators and recommend proactive enhancements.

Qualifications

• 2+ years of experience in customer support, account management, or concierge-style service.
• Strong written and verbal English communication skills with a warm, professional tone.
• High attention to detail and ability to manage multiple workflows simultaneously.
• Experience using CRM platforms for documentation and pipeline tracking (ActiveCampaign preferred).
• Ability to thrive in a fast-paced startup environment with evolving processes.
• Strong organizational skills and disciplined follow-up habits.

Requirements

• Must-Haves (Required)
  • CRM platforms (ActiveCampaign, HubSpot, Zendesk, Intercom, or similar)
  • Email platforms
  • Live chat systems
  • Phone systems
  • Google Sheets
• Nice-to-Haves (Preferred)
  • E-commerce platforms
  • Telehealth or healthcare workflow tools
  • ClickUp
  • Asana
  • Notion

Benefits

• Competitive Salary: Based on experience and skills
• Remote Work: Fully remote—work from anywhere
• Performance Bonus: Based on data accuracy, reporting timeliness, and overall sales efficiency
• Team Incentives: Recognition for maintaining 100% CRM hygiene and on-time reporting
• Generous PTO: In accordance with company policy
• Health Coverage for PH-based talents: HMO coverage after 3 months for full-time employees
• Direct Mentorship: Guidance from international industry experts
• Learning & Development: Ongoing access to resources for professional growth
• Global Networking: Connect with professionals worldwide

Our Recruitment Process

• Application
• Screening
• Skills Assessment
• Top-grading Interview
• Client Interview
• Job Offer
• Client Onboarding

Ready to Join Us?

If this role aligns with your skills and goals, apply now to take the next step in your journey with Pearl.