Customer Support Lead

Di Rezze Family Office; United States; Remote; USD 80,000 - 120,000; Full time

Job summary

SPHERE HEALTH is launching a Philippines-based patient support function to deliver warm, precise, and compliant help across email, SMS, and in‑app channels.

As Customer Support Lead you will hire and coach the team, build the knowledge base and macros, run QA, and manage staffing to cover US Eastern Time.

You will distinguish clinical from service questions, route clinical matters to OB‑GYNs, and ensure HIPAA-compliant handling of patient information.

Qualifications

• 5+ years in customer support with 2+ years leading a team.
• Healthcare experience in telehealth/digital health.
• Experience with DTC subscriptions and customer retention.
• Knowledge of HIPAA and handling of protected health information.
• Excellent written and spoken English, warm and professional tone.
• Familiarity with modern helpdesk platforms and QA frameworks.
• Ability to work US Eastern Time hours, including launches.

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, including launch surge planning.
• Own escalation routing: distinguish service questions from clinical questions, and route all clinical matters to the treating board-certified OB‑GYNs without exception.
• Enforce HIPAA-compliant handling of patient information in every interaction and channel.
• Report weekly on support KPIs: first response time, resolution time, CSAT, contact rate, and escalation volume.
• Feed patterns from patient conversations back to product, operations, and marketing so recurring issues get fixed at the source.

Skills

Customer support leadership

Healthcare experience

DTC / subscription support

HIPAA knowledge

English communication

Helpdesk platforms

US Eastern Time availability

Tools

Helpdesk software

CSAT/QA tools

Job description

About SPHERE HEALTH

SPHERE HEALTH is an evidence-based virtual care platform for women, delivering care through board-certified OB‑GYNs across hormonal, metabolic, and reproductive health. We combine clinician-led care, the segment-curated lab panel, and ongoing treatment support in a single digital experience. SPHERE HEALTH is the technology platform; all clinical decisions are made by the treating board-certified OB‑GYNs. We are launching in August 2026 and building our founding Philippines-based team now.

The Role

The Customer Support Lead builds and runs our in-house, Philippines-based patient support team. You will set the standard for how SPHERE HEALTH sounds and feels when a patient reaches out: warm, precise, fast, and compliant. You will hire and coach support specialists, build the knowledge base and macros, own quality assurance, and manage staffing across US Eastern Time coverage. Support at SPHERE HEALTH is a core part of the product, not a cost centre, and this role reports directly to the founding team.

What You Will Do

• 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, including launch surge planning.
• Own escalation routing: distinguish service questions from clinical questions, and route all clinical matters to the treating board-certified OB‑GYNs without exception. Support never gives medical advice.
• Enforce HIPAA-compliant handling of patient information in every interaction and channel.
• Report weekly on support KPIs: first response time, resolution time, CSAT, contact rate, and escalation volume.
• Feed patterns from patient conversations back to product, operations, and marketing so recurring issues get fixed at the source.

What You Bring

• 5+ years in customer support or customer experience, including 2+ years leading a team, required.
• Healthcare experience required: telehealth, digital health, clinics, insurance, or pharmacy support, with real exposure to handling sensitive health information.
• Direct-to-consumer (DTC) experience required: you have supported a consumer subscription or e-commerce brand and understand consumer expectations around speed, billing, and retention.
• Working knowledge of HIPAA and disciplined handling of protected health information.
• Excellent written and spoken English with a naturally warm, clear, and professional tone.
• Experience with modern helpdesk platforms, SMS support tooling, and QA frameworks.
• Able to work US Eastern Time hours consistently and to flex during launch.

Nice to Have

• Experience supporting women’s health or another sensitive health category.
• Experience standing up a support function from scratch at a startup.
• Familiarity with subscription billing support (upgrades, downgrades, cancellations, refunds).

Details

• Remote, based in the Philippines.
• Schedule aligned to United States Eastern Time business hours, with flexibility during launch periods.
• Full-time, direct hire on SPHERE HEALTH payroll.
• Independent Contractor