Customer Experience (CX) Associate
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Job Location:
Johannesburg - South Africa
Monthly Salary:
Not Disclosed
Posted on:
3 days ago
Vacancies:
1 Vacancy
Job Summary
Our Mission
Our mission is to accelerate themass-market global adoption of consumer biotech productsso that every human can liveat least 100 healthy years.
Our immediate focus is tackling excess bodyweight by increasing global access toGLP-1 medications helping address obesity at scale. To do this we are building anAI-powered clinical operating systemthat enables consumer brands to deliver direct-to-patient healthcare seamlessly compliantly and globally.
We operate across multiple consumer healthcare brands in the U.S. and U.K. and our infrastructure is on track to serve100 million patients worldwide by 2035. This role sits at the heart of that mission.Company Snapshot
Hyper-growth digital health company (>$50M ARR cash-flow positive)
Tens of thousands of active customers with high NPS
Fully remote globally distributed team
Backed by top-tier healthcare and consumer investors
We are building a world-class fully remote CX organization. As aCX Associate you will be a frontline owner of the patient experience working closely with CX Leads and clinical teams to deliverfast accurate empathetic and compliant support.
This role goes far beyond traditional customer support. You will operate acrosscare coordination medical assistance pharmacy workflows billing and customer success ensuring patients feel supported and confident at every step of their journey.
If you excel this role offers a clear path intoCX leadership.Key Responsibilities
Medical & Care Coordination
Core Operating Skills
Our mission is to accelerate themass-market global adoption of consumer biotech productsso that every human can liveat least 100 healthy years.
Our immediate focus is tackling excess bodyweight by increasing global access toGLP-1 medications helping address obesity at scale. To do this we are building anAI-powered clinical operating systemthat enables consumer brands to deliver direct-to-patient healthcare seamlessly compliantly and globally.
We operate across multiple consumer healthcare brands in the U.S. and U.K. and our infrastructure is on track to serve100 million patients worldwide by 2035. This role sits at the heart of that mission.Company Snapshot
Hyper-growth digital health company (>$50M ARR cash-flow positive)
Tens of thousands of active customers with high NPS
Fully remote globally distributed team
Backed by top-tier healthcare and consumer investors
- StillDay 1 the hardest and most important work is ahead
We are building a world-class fully remote CX organization. As aCX Associate you will be a frontline owner of the patient experience working closely with CX Leads and clinical teams to deliverfast accurate empathetic and compliant support.
This role goes far beyond traditional customer support. You will operate acrosscare coordination medical assistance pharmacy workflows billing and customer success ensuring patients feel supported and confident at every step of their journey.
If you excel this role offers a clear path intoCX leadership.Key Responsibilities
Medical & Care Coordination
- Ensure clinicians have complete accurate information in the EHR (patient details medical charts lab uploads).
- Coordinate care between patients and clinicians including scheduling synchronous calls when required.
- Identify and resolve workflow issues that slow down clinical delivery.
- Liaise between clinics and pharmacies to ensure prescriptions are processed and delivered correctly and on time.
- Proactively troubleshoot delays discrepancies or escalations related to medications.
- Own the patient experience end-to-end handling billing delivery provider and service questions in a single clear interaction whenever possible.
- Communicate with empathy precision and urgency while navigating complex backend systems.
- Handle a limited volume of phone calls when escalation or clarity is best achieved live.
- Identify repetitive broken or inefficient workflows and escalate them with clear actionable feedback.
- Partner with engineering and product teams by surfacing patterns and failure points that should be productized.
- Advocate relentlessly for improvements that lead to a better customer experience.
- Complete all required HIPAA GDPR and compliance certifications independently and on time.
- Handle protected health information with extreme care precision and professionalism.
Core Operating Skills
- Fluent English communication both written and spoken with concise and confident delivery.
- Exceptional organization and ability to manage multiple workflows simultaneously.
- Calm steady decision-making in ambiguous fast-changing environments.
- Extreme attention to detail zero tolerance for careless mistakes in regulated environments.
- Rapid learner with strong self-teaching ability and resourcefulness.
- High intensity ownership-driven mindset above and beyond is your baseline.
- Patient-first team-second self-third mentality.
- Deep pride in service reliability and operational excellence.
- Comfortable working alongside high-intensity leaders and teammates.
- Thrives under urgency and responsibility.
- Background innursing pharmacy or healthcare-related education
- Experience building systems workflows or automation
- Comfort with no-code tools and process design
- History of stepping into ambiguity and excelling
Required Experience:
IC
Key Skills
- English Speaking
- Catering
- Marine Biology
- Entry Level
- Computer Engineering
About Company
Somewhere, formerly Support Shepherd. We find you amazing employees who cost 80% less than US equivalents, backed by our 6-month Perfect Hire Guarantee.
