Role Description This role provides front-line operational support to patients and healthcare providers, resolving non-clinical issues across systems such as prescriptions, billing, and eligibility. It requires timely, high-quality communication across multiple channels while coordinating with internal and cross-functional teams to research, document, and resolve complex support cases. - Provide technical assistance to patients and providers via email, chat, and phone in a timely manner, contributing to team goals around response times. - Coordinate between patients, providers (doctors), pharmacies, and internal teams to resolve non-clinical issues (e.g., prescription transmission issues, pharmacy availability, eligibility questions). - Manage support cases that require research, follow-ups, and cross-tool investigation, not just single-touch responses. - Communicate with providers via Slack and document outcomes clearly in Zendesk. - Handle refunds, billing, and payment-related workflows using internal tools and SOPs. - Track and document cases using spreadsheets (Google Sheets / Excel) as part of operational workflows. - Balance speed and quality of care, ensuring users feel supported and informed even when issues take time to resolve. - Reference Knowledge Base & internal resources to find relevant answers. - Communicate via Slack to cross-functional teams (Engineering, Product, Etc) when needed to resolve issues. - Follow processes to escalate inquiries as necessary. Qualifications - 2+ years experience with Zendesk or similar ticketing platform (Zendesk strongly preferred). - Strong written and verbal English communication skills, including professional phone presence. - Demonstrated ability to learn complex, nuanced workflows quickly and apply judgment when SOPs don’t cover every scenario. - Comfort working across multiple tools simultaneously (Zendesk, Slack, spreadsheets, internal admin systems). - Experience supporting customers in high-trust environments (e.g., healthcare, fintech, insurance, marketplaces, or regulated industries). - Openness to working one weekend day if a change in schedule is needed. Requirements - Advanced technical skills and understanding. - Experience supporting telehealth, healthcare, or health-adjacent platforms. - Familiarity with Zendesk, JIRA, or similar ticketing/escalation tools. - Experience using Google Sheets / Excel for tracking, lookups, or operational reporting. - Exposure to payments or billing systems (e.g., refunds, payment processors like Stripe/Braintree). - Prior experience coordinating with external partners (doctors, vendors, payers, pharmacies). Soft Skills - Demonstrates a high level of empathy, ownership, and care in every user interaction. - Comfortable making judgment calls when issues fall outside documented SOPs. - Proactively follows up on open issues rather than waiting for reminders. - Takes feedback seriously and applies learnings to future cases. - Resourceful, able to utilize available resources to find answers. - Willing to ask questions when something isn’t clear or needs further explanation. - Curiosity! Eager to learn & understand our products & processes. - Attention to detail; thoroughly reads/actively listens to understand issues, closely follows processes, double checks work/tests before solving ticket. Benefits - Salary: Up to Php 60,000/ $6 hr depending on experience. - Yearly Performance Evaluation. - Anniversary Bonus: PHP 5,000 (1st year), PHP 10,000 (2nd years and up). - Referral Bonus: $300 per successful hire. - 7 days Paid Holiday Off. - 6 days Paid Time Off. - Healthcare Plan. - Maternity Leave. - Paternity Leave.