Customer Support Manager

Customer Support Manager

Location: Philippines, Latin America, or South Africa

Schedule: 24/7 support coverage, with priority coverage during US business hours

About the role

Our client is launching a telehealth support function for peptide-related brands. We are hiring experienced Customer Support Managers and Customer Support Representatives to support customers across chat, email, and phone.

Key responsibilities

• Respond to customer inquiries via chat, email, and phone.
• Support common questions such as order status, shipping, account access, and routing requests to the appropriate doctor or internal team.
• Follow established privacy and compliance processes, including HIPAA-conscious handling of customer information.
• Deliver clear, professional, and empathetic support in English.
• Document interactions accurately in the client’s native support platform.
• Escalate complex or clinical questions according to defined workflows.

Customer Support Manager responsibilities

• Train, coach, and manage a team of CS representatives.
• Participate in candidate interviews and help build the support team.
• Monitor quality, performance, response times, and customer satisfaction.
• Own escalations and ensure consistent adherence to support workflows.
• Help refine processes as the team scales.

Requirements

• Excellent written English; strong spoken English required for phone-support roles.
• Prior customer support experience in ecommerce, telehealth, healthcare, pharmacy, or a similarly regulated environment.
• Experience handling chat and email support; phone support experience is a strong plus.
• Familiarity with HIPAA-aware customer support practices is preferred.
• Experience with peptides, GLP-1s, telehealth, online pharmacies, or health/wellness products is strongly preferred.
• Comfortable working US-aligned hours and in a fast-paced launch environment.

• Fluent English (written and spoken), 3+ years customer support experience in ecommerce, telehealth, healthcare, or regulated industry, with proven chat and email handling skills; based in Philippines, Latin America, or South Africa with availability for US business hours.

• Phone support experience, HIPAA compliance familiarity, background in peptides/GLP-1s/telehealth/online pharmacy/health-wellness products, and team leadership or training experience.

• Customer support platforms and ticketing systems (native client support software), chat and email systems, phone systems; CRM or knowledge management tools typical to ecommerce or healthcare support operations.