Act as the first line of support for patients across our four telehealth and pharmacy brands, replying to queries via email, live chat, and our helpdesk

Handle day-to-day patient queries on order status, delivery tracking, consultation follow-ups, address changes, and account amendments

Update orders, refunds, and patient records in our e-commerce platform and CRM

Triage and escalate clinical questions to our prescriber team — you will never provide medical advice, but you'll know exactly when to hand off

Process refunds, replacements, and complaint resolutions within agreed limits and SLAs

Coordinate with our UK clinical team and US fulfilment partners across time zones

Flag chargeback risks, recurring complaints, and operational bottlenecks to the Operations Lead

Maintain accurate patient records, ticket logs, and internal knowledge base articles

Support the wider operations team with basic admin: invoice filing, supplier correspondence, document chasing, and data entry

Keep ticket SLAs tight — first response and resolution times are tracked and reviewed weekly

Identify patterns in patient feedback and share insights with the team to improve products, copy, and processes

Work full-time USA Hours, in-office, from our Dubai office, Sunday to Thursday