TE-1466 -Customer Support
Hyderabad, IndiaFull-timeMid · 2-3 years
About this role
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.