Remote Customer Support (US Hours)

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

Work From Anywhere in LATAM and the Philippines

Work Schedule: Mon–Fri 10:00 AM – 8:00 PM EST | Sat–Sun 12:00 PM – 4:00 PM EST

Compensation Range: $1,000 - $1,500 USD/month based on experience

A direct-to-consumer telehealth company in the health optimization space is looking for a Customer Support Concierge to serve as the front line of the patient experience and ensure every customer feels supported from first inquiry through ongoing treatment.

The business delivers modern, physician-guided therapy through a fully remote, tech-enabled model, coordinating directly with pharmacy partners to fulfill patient treatment plans. The team is lean, venture-backed, and building its customer experience function from the ground up.

Day-to-day, this role owns multi-channel inbound support, verifies pharmacy orders against each patient’s products and dosages, coordinates with pharmacy partners to resolve fulfillment issues, and follows up with inbound leads to guide them toward starting treatment. Success means a high-touch, accurate, and reliable support operation with measurable lead conversion and minimal order errors.

Requirements

Must-Have

• 2+ years of experience 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)

Nice‑to‑Have

• Prior experience in healthcare, telehealth, DTC wellness, or pharmacy operations
• Exposure to compliance‑sensitive customer environments (HIPAA or similar)
• Experience supporting an early‑stage or venture‑backed startup
• Familiarity with health optimization, peptide therapy, or the wellness space

About Pearl Talent

Pearl works with the top 1% of candidates from around the world and connects them with the best startups in the US and EU. Our clients have raised over $5B in aggregate and are backed by companies like OpenAI, a16z, and Founders Fund. They’re looking for the sharpest, hungriest candidates who they can consistently promote and work with over many years. Candidates we’ve hired have been flown out to the US and EU to work with their clients, and even promoted to roles that match folks onshore in the US.

Hear why we exist, what we believe in, and who we’re building for:

Watch here: https://www.loom.com/share/863b8e426e6d48309aa8f4ea4c1c94cd

Benefits

• Competitive Salary: Based on experience and skills

• Remote Work: Fully remote—work from anywhere

• 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

1. Application
2. Screening
3. Skills Assessment
4. Topgrading Interview
5. Client Interview
6. Job Offer
7. Client Onboarding

Ready to Join Us?

If you’re empathetic, organized, and passionate about improving patient experiences through operational excellence, this role is for you.