Customer Support Concierge

Industry Customer Service and Client Relations Work Arrangement Remote

Job Type
Full-time Work Schedule Monday–Friday 40 hours per week Must maintain significant overlap with PST business hours Locations: Philippines: Manila, Cebu, Davao LATAM:

About the Company
Our client is a fast-growing telehealth company transforming access to peptide therapy through a modern, direct-to-consumer model. Operating within the digital health and wellness space, the company combines medical innovation with high-touch customer care to deliver personalized treatment journeys. They are building a premium, concierge-level experience for customers seeking optimized health solutions, with a strong focus on operational excellence, compliance, and scalable systems. Role Overview The Customer Support Concierge serves as the frontline of the customer experience, ensuring every patient feels supported, informed, and cared for from first inquiry through ongoing treatment. This role blends white-glove service with operational precision, overseeing order verification, coordinating with pharmacy partners, and nurturing inbound leads. Your Impact You will be instrumental in delivering a premium customer experience that drives satisfaction, retention, and conversion. Your timely follow-up with inbound leads will directly support revenue growth and improve conversion rates. Additionally, your documentation discipline and process improvement insights will help scale operations efficiently while maintaining compliance standards and high-quality service. Core Responsibilities Concierge-Level Customer Experience – 35% Serve as the primary point of contact across email, chat, and phone channels. Troubleshoot and resolve inquiries related to orders, shipments, billing, and accounts. Maintain accurate CRM documentation for order status and customer communications. Track lead pipeline activity and support conversion reporting. Support scaling initiatives as the customer base grows. Must-Haves (Required) 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. Experience using CRM platforms for documentation and pipeline tracking (ActiveCampaign preferred). Nice-to-Haves (Preferred) Experience in telehealth, healthcare, DTC wellness, or pharmacy operations. Experience tracking conversion metrics or supporting sales pipelines. Tools Proficiency Must-Haves (Required) CRM platforms (ActiveCampaign, HubSpot, Zendesk, Intercom, or similar) Email platforms Live chat systems Phone systems Google Sheets Nice-to-Haves (Preferred) E-commerce platforms Telehealth or healthcare workflow tools ClickUp Asana Notion 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 Our Recruitment Process Application Screening Skills Assessment Top-grading Interview Client Interview Job Offer Client Onboarding Ready to Join Us? If this role aligns with your skills and goals, apply now to take the next step in your journey with Pearl.