Customer Experience Specialist

Remote (United States)

About the Role

This opportunity is for a Customer Experience Specialist who will support patients across multiple communication channels, including email, phone, EMR, and chat. The role serves as a subject matter expert for both the broader customer experience team and patients, providing timely, detailed, and helpful support.

This position works closely with clinical support and medical teams to address questions related to products, dosing, at-home testing, and patient needs. The goal is to help patients receive clear guidance, resolve issues efficiently, and achieve positive outcomes.

Employment Type: Full-Time

Compensation: $55,000 per year

Schedule: Consistent availability between 11:00 AM and 8:00 PM EST, Monday through Friday

What You’ll Do

• Become a product expert and support customers throughout their longevity and wellness journey.
• Complete additional subject matter expertise training as assigned.
• Respond to prospective and current patient inquiries in a timely, efficient, and thorough manner to maximize satisfaction.
• Assist patients in achieving successful outcomes by collecting feedback, providing advanced product or service support, and partnering with medical providers when needed.
• Identify patient inquiries that require clinical or provider insight and escalate them appropriately.
• Help develop and improve the customer experience infrastructure.
• Support improvements to company processes and internal customer experience efficiency.
• Partner with pharmacy partners and necessary vendors to help ensure prescriptions and services are delivered on time.
• Assist with updating patient medical records as needed.
• Participate in departmental growth experiments to help expand service offerings when needed.
• Provide administrative support for various medical initiatives, including small clinical trials.

Qualifications

• Minimum of 2 years of experience in a client-facing role.
• Certified health coach certification, such as NBHWC, or previous education and/or experience with a health coaching program.
• Education and/or professional experience in health, wellness, or a related field.
• Excellent verbal and written communication skills.
• Strong organizational skills with exceptional attention to detail.
• Strong problem-solving skills.
• Ability to work independently and as part of a team.
• Ability to manage time effectively while handling multiple tasks.
• Ability to work consistently between 11:00 AM and 8:00 PM EST, Monday through Friday.
• Interest in the anti-aging and longevity movement.