Job Description

Roles & Responsibilities

• Act as the first line of support for patients across our four telehealth and pharmacy brands, replying to queries via email, live chat, and our helpdesk

• Handle day-to-day patient queries on order status, delivery tracking, consultation follow-ups, address changes, and account amendments

• Update orders, refunds, and patient records in our e-commerce platform and CRM

• Triage and escalate clinical questions to our prescriber team — you will never provide medical advice, but you'll know exactly when to hand off

• Process refunds, replacements, and complaint resolutions within agreed limits and SLAs

• Coordinate with our UK clinical team and US fulfilment partners across time zones

• Flag chargeback risks, recurring complaints, and operational bottlenecks to the Operations Lead

• Maintain accurate patient records, ticket logs, and internal knowledge base articles

• Support the wider operations team with basic admin: invoice filing, supplier correspondence, document chasing, and data entry

• Keep ticket SLAs tight — first response and resolution times are tracked and reviewed weekly

• Identify patterns in patient feedback and share insights with the team to improve products, copy, and processes

• Work full-time USA Hours, in-office, from our Dubai office, Sunday to Thursday

Desired Candidate Profile

1. 2 to 4 years of customer service, patient support, or administrative experience — ideally in healthcare, pharmacy, insurance, or another regulated industry

2. Native or near-native written and spoken English — written tone is critical in healthcare communications, and your writing will be assessed at application stage

3. Calm, empathetic, and discreet — comfortable handling sensitive symptoms and reassuring frustrated or anxious patients

4. Detail-oriented — small errors in this role (wrong address, wrong prescription, missed follow-up) cost real money and patient trust

5. Confident using helpdesk platforms (Zendesk, Freshdesk, Intercom, or similar), CRMs, and Excel/Google Sheets

6. Fully comfortable handling queries related to weight loss medication (GLP-1), men's sexual health (including ED), testosterone replacement therapy, and longevity treatments — in a professional, non-judgemental tone

7. Strong organisational skills — able to manage 30 to 60 tickets a day without dropping anything

8. Currently based in the UAE with valid status (or sponsorable), and ready to commit to full-time, in-office work

9. Prior exposure to telehealth, e-commerce platforms, or Customer io is a strong plus

10. Bachelor's degree preferred but not essential — relevant experience and demonstrable English fluency matter more

11. A second language (Arabic, German) is welcome but not required