Customer Support Concierge – Telehealth, DTC Wellness

Catena

Customer Support Concierge delivering a personalized healthcare customer experience in a telehealth environment. Overseeing order verification and nurturing inbound leads in a fast-paced startup.

Posted 4/28/2026full-timeRemote • 🇵🇭 PhilippinesJuniorMid-LevelWebsite

About the role

Key responsibilities & impact

Serve as the primary point of contact across email, chat, and phone channels.
Deliver a personalized, high-touch experience throughout the customer treatment journey.
Proactively follow up after onboarding, prescription fulfillment, and delivery.
Troubleshoot and resolve inquiries related to orders, shipments, billing, and accounts.
Review and verify pharmacy orders for accuracy, including product selection and dosage alignment.
Coordinate with pharmacy partners to resolve discrepancies or fulfillment delays.
Follow up with inbound leads in a consultative and timely manner.
Identify recurring friction points and recommend operational improvements.

Requirements

What you’ll need

2+ years of experience in customer support, account management, or concierge-style service.
Strong written and verbal English communication skills with a warm, professional tone.
High attention to detail and ability to manage multiple workflows simultaneously.
Experience using CRM platforms for documentation and pipeline tracking (ActiveCampaign preferred).
Ability to thrive in a fast-paced startup environment with evolving processes.
Strong organizational skills and disciplined follow-up habits.
Experience in telehealth, healthcare, DTC wellness, or pharmacy operations (preferred).
Exposure to compliance-sensitive or regulated environments (preferred).
Interest in health optimization or wellness industries (preferred).
Experience tracking conversion metrics or supporting sales pipelines (preferred).

Benefits

Comp & perks

Competitive Salary: Based on experience and skills
Remote Work: Fully remote—work from anywhere
Performance Bonus: Based on data accuracy, reporting timeliness, and overall sales efficiency
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

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

customer supportaccount managementconcierge serviceCRM platformsdocumentationpipeline trackingconversion metricssales pipeline support

Soft Skills

written communicationverbal communicationattention to detailorganizational skillsdisciplineconsultative approachproblem-solvingfollow-up habits