PLEASE READ: To complete the application, please fill up this form: https://docs.google.com/forms/d/e/1FAIpQLSdP3N_lVdkB9FhT3G2fxylj0DmeLVRv1Qa6WtLeaNVAeu8HtQ/viewform?usp=dialog
Please note, the role will mostly be remote with up to 2x a week in-person meetings.
Company Description
Clear Health simplifies some of the most complex treatment journeys in dermatology with innovative solutions. The company is committed to improving patients’ access to effective treatments and enabling smoother processes for healthcare professionals. Clear Health prioritizes enhancing the overall healthcare experience by offering tailored services that address unique challenges in dermatology care. With a focus on patient-centered care, Clear Health helps bridge gaps between patients, providers, and treatment resources.
Overview
We’re building a category-defining dermatology company at the intersection of telemedicine, product, and brand.
This role sits at the frontline of revenue and customer experience — where conversion happens and where retention is won or lost.
This is not a typical “customer support” role.
You will be expected to:
- understand patient intent quickly (often better than they can articulate)
- drive conversations that lead to confident decisions (not pressure)
- remove friction across the patient journey in real time
- think in terms of conversion, retention, and lifetime value
If you’re looking to “respond to tickets,” this is not the role.
If you want to own outcomes and directly impact revenue, it is.
What You’ll Do
1. Drive Conversion Through High-Quality Conversations
- Engage with prospective patients via chat, SMS, and email
- Identify underlying concerns, objections, and hesitation points quickly
- Guide patients to the right decision with clarity and confidence
- Turn high-intent conversations into completed purchases
2. Reduce Churn & Protect Revenue
- Proactively identify at-risk customers (refund requests, confusion, drop-off signals)
- Intervene with context and empathy to retain customers when appropriate
- Clarify expectations (treatment timeline, process, outcomes) to prevent future churn
- Partner with CX + Ops to close gaps causing repeat issues
3. Own the Patient Experience in Real Time
- Act as the bridge between patient, provider, pharmacy, and internal teams
- Resolve issues quickly without unnecessary handoffs
- Ensure every interaction feels clear, human, and high-quality
- Maintain consistency across tone, accuracy, and speed
4. Improve the Funnel (Not Just Work Inside It)
- Identify patterns in objections, confusion, and drop-offs
- Provide structured feedback to marketing, product, and ops
- Help refine messaging, FAQs, and workflows to improve conversion rates
- Contribute to experimentation (scripts, timing, channels)
5. Execute with Speed + Precision
- Meet SLAs (chat, SMS, email) without sacrificing quality
- Document cases clearly and accurately
- Handle high volume while maintaining attention to detail
- Prioritize effectively across competing conversations
What We’re Looking For
Non-Negotiable: Conversation Intelligence
- You can quickly understand what someone really cares about
- You know when to probe, when to reassure, and when to guide
- You make complex things feel simple
Empathy Without Losing Direction
- You relate to the patient’s situation naturally
- You’re not transactional or robotic
- You can be supportive while still driving toward a decision
Customer-Centered, Not Script-Driven
- You don’t rely on canned responses
- You adapt based on context
- You optimize for outcomes, not just completion
Detail-Oriented & Operationally Sharp
- You don’t miss small but critical details
- You understand processes and follow through
- You communicate clearly across teams
High Ownership Mindset
- You treat problems as yours to solve
- You look for ways to improve, not just execute
- You see challenges as opportunities to refine the system
Positive, High-Energy Operator
- You bring momentum into conversations
- You stay composed under pressure
- You elevate the experience for both customers and team
Preferred Backgrounds
Candidates who have operated in KPI-driven environments with clear conversion or sales targets will stand out.
What Success Looks Like
- Higher conversation → purchase conversion rates
- Reduced refunds, cancellations, and churn
- Faster resolution times without quality trade-offs
- Clear, consistent, high-quality patient interactions
- Actionable insights that improve funnel performance
Compensation
- Competitive salary
- Performance-based incentives tied to conversion & retention
- High ownership, high impact role