Remote Concierge: Telehealth Support

Pearl; United States; Remote; USD 11,000 - 17,000; Full time

Benefits offered by this job

Competitive Salary

Remote Work

Team Incentives

Generous PTO

Health Coverage for PH-based talents

Direct Mentorship

Learning & Development

Global Networking

Job summary

Pearl is a direct-to-consumer telehealth company seeking a Customer Support Concierge to be the front line of the patient experience. This fully remote role supports patients from first inquiry through ongoing treatment, following a Mon–Fri 10:00 AM – 8:00 PM EST schedule and Sat–Sun 12:00 PM – 4:00 PM EST coverage as needed.

The role involves inbound support across channels, verifying orders with pharmacy partners, and driving high‑touch, accurate service with strong lead follow‑up, while

Qualifications

• 2+ years in customer support, account management, or a concierge-style service role
• Hands‑on experience with CRM and support platforms (HubSpot, Zendesk or Intercom)
• Proven track record handling inbound support across email, chat, and phone
• Experience verifying order accuracy and coordinating with fulfillment or pharmacy partners
• Demonstrated ownership of lead follow‑up and conversion tracking through a pipeline
• Experience building or maintaining SOPs, FAQ documentation, or response templates
• English at C1+ CEFR level (client‑facing, voice and written communication required)

Responsibilities

• Own multi-channel inbound support (email, chat, phone)
• Verify pharmacy orders against patient products and dosages
• Coordinate with pharmacy partners to resolve fulfillment issues
• Follow up with inbound leads to guide them toward starting treatment
• Maintain accurate and up-to-date SOPs and response templates

Skills

Customer support

Lead follow-up

Communication

Documentation

English proficiency

Tools

HubSpot

Zendesk

Intercom

Job description

Pearl is a direct-to-consumer telehealth company seeking a Customer Support Concierge to be the front line of the patient experience. This fully remote role supports patients from first inquiry through ongoing treatment, following a Mon–Fri 10:00 AM – 8:00 PM EST schedule and Sat–Sun 12:00 PM – 4:00 PM EST coverage as needed.

The role involves inbound support across channels, verifying orders with pharmacy partners, and driving high‑touch, accurate service with strong lead follow‑up, while