Customer Service Representative

About LumiMeds LumiMeds is a fast-growing U.S.-based telehealth startup focused on weight management and long-term metabolic health. We are building the next generation of e-commerce and clinical infrastructure from the ground up. As an early-stage company, we move quickly, operate with limited layers, and expect high ownership from every team member. There is no bureaucracy here — decisions happen fast, priorities evolve, and builders thrive. We are a remote-first, globally distributed team that values clarity, accountability, and people who take initiative rather than wait for direction. Customer Service Representative (Telehealth) About the Role This isn't a traditional call center role. At LumiMeds, our Customer Service Representatives are the first point of contact for patients who trust us with their health journey. You're not simply answering questions—you'll help patients navigate our platform, resolve issues with empathy and urgency, and ensure every interaction leaves them feeling supported. We're looking for someone who thrives in a fast-paced startup environment, takes ownership of problems, and enjoys helping people. If you need step-by-step instructions for every situation, this probably isn't the right role. If you enjoy solving problems, thinking critically, and creating an exceptional patient experience, we'd love to meet you. What You'll Own Provide exceptional support to patients via phone, email, chat, and SMS Resolve patient inquiries related to appointments, prescriptions, billing, subscriptions, and account management Guide patients through the telehealth experience with empathy, professionalism, and accuracy Escalate clinical questions appropriately while maintaining patient confidence Coordinate with Clinical, Operations, Sales, and Patient Success teams to resolve complex issues Document every interaction accurately within our CRM and patient management systems Follow up proactively to ensure issues are fully resolved Identify recurring patient pain points and provide recommendations to improve processes Meet established KPIs including response times, customer satisfaction (CSAT), first contact resolution, and quality metrics Represent the LumiMeds brand with professionalism in every patient interaction What We're Looking For 2+ years of experience in Customer Service, Patient Support, or Customer Experience Experience supporting customers remotely (phone, chat, and email) Professional-level English communication skills (written and verbal) Strong problem-solving skills and the ability to remain calm under pressure Highly organized with excellent attention to detail Comfortable handling multiple conversations and priorities simultaneously Strong empathy without losing efficiency or accountability Experience using CRM systems such as HubSpot, Salesforce, Zendesk, or similar Comfortable working U.S. business hours Self-motivated and able to work independently in a remote environment Nice to Have Experience in telehealth, healthcare, healthtech, wellness, or SaaS Experience supporting subscription-based businesses Familiarity with HIPAA or healthcare privacy standards Experience with Slack, Dialpad, Intercom, or similar support platforms Experience working in startups or high-growth companies Comfortable using AI tools (ChatGPT, Claude, Gemini, etc.) to improve productivity and customer support workflows Success in This Role Looks Like Patients consistently rate your support highly You resolve issues efficiently while maintaining empathy You take ownership instead of passing problems to others You communicate clearly across teams and with patients You proactively identify opportunities to improve the patient experience You thrive in an environment where priorities evolve quickly Why LumiMeds? We're building a company where patient experience is just as important as clinical outcomes. Every conversation matters, every interaction builds trust, and every team member has the opportunity to make a meaningful impact on someone's health journey. If you're excited about helping people, solving problems, and being part of a fast-growing telehealth company, we'd love to hear from you. How to Apply If this role sounds like a fit, we’d love to hear from you. Please submit your application in English and ensure your resume reflects relevant experience for the role. This position is open to candidates based in approved locations, depending on the role and business needs. Qualified applicants will be contacted for next steps. LumiMeds is an equal opportunity employer. We hire based on skills, experience, and alignment with our values. Please note: This role requires professional-level English communication and availability to work U.S. business hours.