Customer Support Associate (Contact Center) – The HRT Club
Women's Health | Digital Health | Remote | Excellent English Required
About The HRT Club
The HRT Club is a fast-growing U.S. digital health platform focused on improving access to hormone therapy for women. We partner with 2,000+ OB-GYNs and healthcare providers nationwide and are building the leading online destination for hormone therapy access.
We are scaling quickly and are looking for a highly professional Customer Support Associate to join our contact center team.
Role Overview
You will be responsible for handling all incoming member requests via email, chat, and support tickets.
This is a high-responsibility role — you are the voice of the company. Every interaction must reflect professionalism, clarity, empathy, and precision.
Key Responsibilities
Respond to all member inquiries (membership, prescriptions, orders, billing, telehealth appointments)
Manage support tickets through Zendesk or similar platform
Coordinate internally with pharmacy, provider, and operations teams
Escalate clinical issues appropriately
Maintain clear documentation of all interactions
Identify recurring issues and suggest process improvements
Meet response-time and quality KPIs
Requirements
Fluent / near-native written English (mandatory)
3+ years in customer support or contact center experience
Experience handling healthcare or regulated-product inquiries preferred
Extremely detail-oriented
Calm, professional, and solution-focused
Comfortable working in a fast-growing startup environment
Available during U.S. business hours
Experience with Zendesk, HubSpot, Intercom, or similar tools preferred
What We Value
Ownership mindset
Accountability
Precision in communication
High responsiveness
Empathy without overpromising
To Apply
Please include:
A short introduction (no generic applications)
Description of your previous contact center experience
Examples of companies you've supported
Your availability (hours/week and time zone)
Your hourly rate
Contract duration of more than 6 months. with 40 hours per week.
Mandatory skills: Customer Service, Customer Support, Email Communication, Phone Support, Email Support, Communication Etiquette, Data Entry, Health & Wellness