TE-1467-SR Technical Support(application)

• *ABOUT THE ROLE**

We are a healthcare technology company delivering personalised metabolic health and weight management care. Members interact with our platform to complete their intake, consult with licensed providers, receive prescriptions, and manage their ongoing treatment. As a Senior Customer Support agent, you are the primary voice members hear — across chat, email, and phone.

You handle the full range of member inquiries with empathy, expertise, and speed. You navigate complex situations — billing disputes, treatment plan confusion, missed shipments, provider communication — and you mentor junior agents on the team. When a situation goes beyond standard support, you decide whether to escalate and ensure the handoff to Technical Support or the Lead is complete and well\-documented. **WHAT YOU'LL BE DOING** **Member Support*** Handle high\-volume inbound member inquiries across chat and email, delivering clear, accurate, and empathetic resolutions aligned with our service standards.

• Resolve complex member situations independently — cancellation saves (applying save offers within approved thresholds per company policy; offers above the threshold require lead approval), billing disputes, refunds, treatment plan questions, and account access issues.
• Issue refunds and account credits directly in the admin platform within authorised limits.

Proactively reach out to members when needed — following tiered outreach protocols for non\-responders (Day 1 automated contact Day 3 reminder Day 5 direct agent outreach* phone call).

• *Platform Navigation*** Navigate the member care admin portal confidently — member search, treatment plan overview, order status, consultation history, payments, payment methods, and messaging.
• Determine whether a member belongs in the current platform or a prior system and route them to the correct portal.
• Retry failed payments using the appropriate admin actions — verifying the payment method, processing authorisation, and reauthorising where required.
• Update payment methods at the account level (affects future plans only) or at the treatment plan level (affects only the specific plan) — understanding and communicating the difference to members.
• Check order status, shipment tracking details, and pharmacy communication logs from the order detail view.

• *Escalation \& Quality*** Adhere to all SOPs and ticketing platform documentation standards — accurate categorisation, correct tagging, and complete ticket notes before closing.
• Identify issues requiring Technical Support involvement and escalate with full context: member ID, symptoms observed, steps already taken, and member impact.
• Route pharmacy\-related order issues to the pharmacy operations team through the designated escalation channel.
• Route provider network issues (doctor review delays, chat\-related concerns) to the appropriate vendor escalation channel.
• Flag platform bugs or unexpected behaviour to the team channel before escalating to Technical Support.

• *Mentorship \& Team Contribution*** Guide and review the work of Customer Support agents on shift — help them triage tickets correctly and identify when to escalate.
• Share issue patterns, workarounds, and SOP gaps observed during your shift with the team.
• Participate in team training and stay current on product updates, pricing changes, and new treatment offerings.

• *SKILLS YOU SHOULD HAVE**

• 4 to 5 years of experience in customer\-facing support, ideally in healthcare, telehealth, or a subscription\-based SaaS platform.
• Strong written and verbal English — able to communicate clearly and empathetically under pressure.
• Proven ability to handle high\-volume, high\-stress environments without compromising quality.
• Experience with a support ticketing system — Zendesk or similar preferred.
• Comfortable navigating multiple platforms simultaneously during a live member interaction.
• High accuracy in documenting member interactions and following SOPs.
• Availability for rotating 12\-hour shifts including weekend coverage.