Customer Support Lead, Remote (PH) — US Eastern Hours

Sphere Technology

Manila

Remote

PHP 600,000 - 900,000

Full time

2 days ago

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Job summary

Sphere Health, a rapid-growth virtual care platform for women’s health, seeks a Customer Support Lead in the Philippines. You will build and run the in-house patient support team, hire and coach specialists, and ensure support aligns with our warm, precise, and compliant standards while covering US Eastern Time.

You will own knowledge bases, QA programs, staffing, escalation routing, and HIPAA-compliant handling.

Qualifications

5+ years in customer support or customer experience, including 2+ years leading a team.
Healthcare experience handling sensitive health information.
Direct-to-consumer or subscription brand support.
HIPAA knowledge and compliant handling of PHI.
Excellent written and spoken English with a warm, professional tone.
Experience with modern helpdesk platforms and QA frameworks.
Willingness to work US Eastern Time hours.

Responsibilities

Build, lead, and coach the in-house patient support team covering email, SMS, and in-app channels.
Own the support knowledge base, macros, and tone-of-voice standards; keep them current as the product evolves.
Design and run the QA program: scorecards, ticket reviews, coaching loops, and CSAT tracking.
Manage staffing, scheduling, and coverage across US Eastern Time hours.
Own escalation routing: route clinical matters to OB‑GYNs; support never provides medical advice.
Enforce HIPAA-compliant handling of patient information in every interaction.
Report weekly on support KPIs: first response time, resolution time, CSAT, contact rate, escalation volume.
Feed patterns from patient conversations back to product, operations, and marketing to fix recurring issues.