Customer Success Specialist - A258

Industry

Consumer Biotech / Digital Health

Work Arrangement

Fully Remote

Job Type

Full-time

Work Schedule

40+ hours per week
Flexible scheduling required, including potential weekend shifts and short-notice schedule adjustments
UK (BST) and US (EST) time zone coverage based on operational needs

Locations

Philippines

About Pearl Talent

Pearl works with the top 1% of candidates from around the world and connects them with the best startups in the US and EU. Our clients have raised over $5B in aggregate and are backed by companies like OpenAI, a16z, and Founders Fund. They’re looking for the sharpest, hungriest candidates who they can consistently promote and work with over many years. Candidates we’ve hired have been flown out to the US and EU to work with their clients, and even promoted to roles that match folks onshore in the US.

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Why Work with Us?
At Pearl, we’re not just another recruiting firm—we connect you with exceptional opportunities to work alongside visionary US and EU founders. Our focus is on placing you in roles where you can grow, be challenged, and build long-term, meaningful careers.

About the Company

Our client is a fast-growing healthcare technology company operating in the telemedicine space. They build technology-driven solutions that enable scalable, direct-to-patient care while maintaining strict compliance with healthcare regulations. The organization operates in a fast-paced, highly regulated environment and serves patients across multiple regions.

Role Overview

The Customer Success Specialist is responsible for supporting patients throughout their journey with our client's company, ensuring a smooth, clear, and positive experience from first interaction through resolution. This role focuses on building trust, guiding patients through next steps, and proactively addressing concerns in partnership with internal clinical and operations teams. While this is a frontline, patient-facing role, it emphasizes ownership, communication, and outcome-driven support rather than transactional or volume-based customer service.

Your Impact:

• Drive patient satisfaction and trust by providing clear guidance and proactive communication throughout the patient journey.
• Contribute to operational efficiency by coordinating cross-functional efforts with clinical and operations teams.
• Improve patient outcomes by tracking progress, following up on orders or prescriptions, and ensuring timely resolution of issues.
• Identify recurring patient challenges and provide actionable feedback to leadership to enhance processes and communication.
• Support the company’s goal of delivering a consistent, high-quality patient experience that fosters long-term engagement.

Core Responsibilities

Patient Support & Experience Ownership – 40%

• Support patients throughout their journey, ensuring a clear, positive, and consistent experience
• Respond to patient questions via chat, email, and internal systems with empathy and clarity
• Take ownership of patient concerns from first interaction through resolution
• Build trust by communicating next steps, timelines, and expectations effectively
• Maintain accurate documentation of all patient interactions

Guidance & Cross-Functional Collaboration – 25%

• Coordinate with clinical, pharmacy, and operations teams to guide patients through required next steps
• Proactively follow up on open concerns to ensure patients feel supported and informed
• Escalate patient concerns when needed while remaining accountable for resolution

Patient & Order Follow-Ups – 20%

• Track patient progress across orders, prescriptions, and services
• Communicate delays, updates, or required actions proactively
• Ensure patients have the information needed to move forward confidently

Calls, Escalations & Communication – 10%

• Handle limited phone interactions to resolve concerns or clarify next steps
• Document conversations, actions taken, and outcomes clearly

Quality, Compliance & Experience Improvement – 5%

• Handle sensitive information responsibly and in compliance with healthcare standards
• Identify recurring patient concerns and share feedback with leadership
• Contribute to improvements in patient communication and experience

Requirements:
Must-Haves (Required)

• 2+ years in customer success, patient support, or a healthcare-facing service role
• Fluent in English, strong written and verbal communication skills
• Experience managing multiple cases or workflows simultaneously
• High ownership and accountability with proactive follow-through
• Comfortable navigating cross-functional collaboration in fast-paced environments
• Empathetic, patient-facing demeanor

Nice-to-Haves (Preferred)

• Experience with clinical, pharmacy, or telehealth operations
• Previous use of CRM systems to track patient interactions
• Familiarity with healthcare compliance standards (HIPAA or equivalent)

Tools Proficiency

Must-Haves (Required)

• Ticketing platforms
• Customer support platforms
• Internal documentation tools
• Secure communication systems
• EHR or medical record systems

Nice-to-Haves (Preferred)

• Workflow automation tools
• CRM platforms
• Healthcare-specific software

Benefits:
• 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.