Customer Service Representative - India

LumiMeds is a fast-growing U.S.-based telehealth startup focused on weight management and long-term metabolic health. The Customer Service Representative will be the first point of contact for patients, helping them navigate the platform and resolve issues with empathy and urgency.

Responsibilities:

• Provide exceptional support to patients via phone, email, chat, and SMS
• Resolve patient inquiries related to appointments, prescriptions, billing, subscriptions, and account management
• Guide patients through the telehealth experience with empathy, professionalism, and accuracy
• Escalate clinical questions appropriately while maintaining patient confidence
• Coordinate with Clinical, Operations, Sales, and Patient Success teams to resolve complex issues
• Document every interaction accurately within our CRM and patient management systems
• Follow up proactively to ensure issues are fully resolved
• Identify recurring patient pain points and provide recommendations to improve processes
• Meet established KPIs including response times, customer satisfaction (CSAT), first contact resolution, and quality metrics
• Represent the LumiMeds brand with professionalism in every patient interaction

Requirements:

• 2+ years of experience in Customer Service, Patient Support, or Customer Experience
• Experience supporting customers remotely (phone, chat, and email)
• Professional-level English communication skills (written and verbal)
• Strong problem-solving skills and the ability to remain calm under pressure
• Highly organized with excellent attention to detail
• Comfortable handling multiple conversations and priorities simultaneously
• Strong empathy without losing efficiency or accountability
• Experience using CRM systems such as HubSpot, Salesforce, Zendesk, or similar
• Comfortable working U.S. business hours
• Self-motivated and able to work independently in a remote environment
• Experience in telehealth, healthcare, healthtech, wellness, or SaaS
• Experience supporting subscription-based businesses
• Familiarity with HIPAA or healthcare privacy standards
• Experience with Slack, Dialpad, Intercom, or similar support platforms
• Experience working in startups or high-growth companies
• Comfortable using AI tools (ChatGPT, Claude, Gemini, etc.) to improve productivity and customer support workflows