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Customer Care Advisor

4 months ago

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HeliosX is one of the world's fastest growing HealthTech companies. We're committed to improving the quality, accessibility, and affordability of healthcare for everyone. In 2013, our Founder Dwayne D'Souza recognised the need for prescription healthcare to catch up with other industries by taking advantage of technological innovations - to enable rapid delivery of medications and improved customer convenience. Since our founding, we've been entirely bootstrapped - we achieved product-market fit and profitability without ANY external funding whatsoever.

Our mission is to help people across the world get the medications they need, faster. Through our sites and platforms, customers can conveniently access prescription medications and treatments to treat a range of health problems, as well as purchase clinical-grade, personalised skincare. We have dedicated in-house clinical teams authorised to prescribe medications, and we own a pharma business capable of manufacturing many of the medicines and skincare products we provide. We're an in-house, Direct-To-Consumer (D2C) proposition all the way down - and we're passionate about that approach.

Our revenue reached a record $76 million USD last year, with unprecedented 32% year-on-year growth. With a 40% year-on-year growth target for 2024, it's an exciting time to be part of the HeliosX journey. Come and help in making access to medication quicker and easier than ever before in human history

About the role:

HeliosX is looking for a US-based Customer Care Advisor, who will be part of a team that specializes in providing GLP1 weight-loss treatments to customers.

This role will be the key point of contact to customers on our weight-loss treatments, whilst also supporting our Prescriber team in a variety of activities. This role has the potential to evolve over the next 6 months, including testing a variety of customer engagement initiatives to support our customers to meet their weight loss goals.

The role is fully remote, based in the US, and on a full-time basis, with preference given to candidates who can work weekends. The operating hours for the Customer Care department are Monday to Sunday from 8:00 am till 10:00 pm Eastern Time.

What you'll be doing:

Prescriber Team Support

  • Screen customers for treatment eligibility in line with protocol
  • Contact customers where further information is required by the Prescriber team.
  • Manage customer responses via Zendesk and keep customer records up to date.
  • Coordinate video consultations between customers and the Prescriber team, as needed.
Customer Service
  • Provide exceptional customer service and deliver personalized assistance to our customers.
  • Respond to customer queries on our consultation process, treatment usage, and side effects.
  • Escalate complex customer queries to the Prescriber team.
What you'll bring to the role:
  • You have experience supporting customers who are being treated on GLP1 weight loss medication or customers enrolled in an online weight loss coaching plan.
  • You have a special interest in health and fitness; you may have completed higher education or training in a related field of study.
  • You are experienced in using customer support tools, such as Zendesk.
  • You have excellent customer communication skills, including phone calls and writing.
  • You're excited to work for a fast-paced scaling Digital Health brand and are passionate about supporting customers to reach their weight loss goals.
  • To be eligible for the role, you must reside in one of the following locations:
    • Florida
    • California
    • Nevada
    • Washington
    • Texas
    • Pennsylvania
    • New Jersey
    • North Carolina
    • South Carolina
    • Washington DC


Salary Banding

$19-$21 USD