Customer Support Manager

About Médetone

Médetone is a dynamic and fast-growing online pharmacy that prioritises customer care and innovation in healthcare delivery. We are committed to providing customers a seamless, safe, and efficient service. We offer prescription medications, over-the-counter products, and personalised healthcare services.

Role Overview
We are looking for a highly organized and proactive Customer Support Manager to lead our service function. This role is a blend of technical CRM management (HubSpot), logistical problem-solving, and high-level patient support. You will be responsible for ensuring our customers in the UK and Sweden receive a seamless experience, specifically by investigating service failures through detailed RCAs and CAPAs to ensure Medetone Pharmacy maintains its high international standards.
Key Responsibilities
1. CRM Leadership (HubSpot)

• Oversee the day-to-day running of HubSpot, ensuring the support team’s records, ticket workflows, and reporting dashboards are accurate and functional.
• Troubleshoot and resolve CRM-related issues, ensuring that the technology enables—rather than hinders—the support experience.
• Ensure customer records and GP correspondence are updated and aligned with operational and medical needs.

2. Quality & Compliance (RCA/CAPA)
Lead investigations into customer complaints by creating detailed Root Cause Analysis (RCA) reports.

• Implement Corrective and Preventive Actions (CAPA) for each case to prevent recurring service or clinical failures.
• Maintain accurate records of issue resolutions in accordance with UK and French healthcare data standards.

3. Logistics & Courier Management

• Manage relationships with international couriers to ensure timely delivery of medications.
• Directly handle complex logistical service matters, including tracking high-priority orders and resolving cross-border delivery issues.
• Coordinate with warehouse teams in Amsterdam and Dubai to ensure smooth handovers.

4. Direct Support & Scalability

• Support the wider customer service function by handling routine enquiries, GP letters, and emails during peak periods.
• Identify and implement process improvements to enhance both the patient experience and team efficiency.

Requirements:
Requirements

• Experience: Proven 5 plus experience in a Customer Support Manager or CRM-focused leadership role (Pharmacy/Healthcare experience preferred).
• Technical Mastery: Strong working knowledge of HubSpot (Workflows, Pipelines, and Reporting).
• Analytical Mindset: Demonstrated ability to perform RCA/CAPA investigations with a process-driven approach.
• Logistics Knowledge: Experience resolving complex logistical issues, particularly with international shipping.
• Communication: Excellent written and verbal skills; ability to liaise confidently with UK-based GPs, French clients, and global couriers.
• Education: Bachelor’s Degree (required for Dubai Manager visa processing).