IMPORTANT NOTE: We carefully review every application and read each one in full, declining those that are not a strong fit. Since your application is guaranteed to be seen, please avoid using recycled or generic cover letters. Instead, focus on genuinely explaining why you want to work with us. Be sure to read to the end for additional instructions.

If you are an experienced, driven customer care professional looking to join a serious, ambitious, and rapidly growing company that offers ample opportunities to develop your skills and advance internally, keep reading — this may be the role for you.

We are a fast-growing pharmaceutical startup dedicated to delivering top-tier service to our customers and expanding our reach significantly in the near future. By the end of March, we built our first Customer Care team of three people, and we now have a team of ten Care Coordinators. We are looking to add four more members to ensure tickets are handled promptly and our patients receive the best service possible.

Our entire company operates remotely, and we excel in this environment. We understand the challenges of working independently while still functioning as a cohesive team.

We need your help to deliver exceptional customer service through email, live chat, and phone. We use Zendesk as our CRM and are committed to building an efficient, well-organized system with guidance from experts.

What you’ll be doing:

• Coordinating deliveries for customers, updating them on their order status, communicating with our partners, and acting as the customers’ advocate.
• Keeping customers informed about our procedures and workflows, offering instructions on how to use our products and what to expect from them.
• Becoming highly knowledgeable about our products and services and providing information to current and potential customers. This is not a sales job, but you will answer questions and offer guidance when someone reaches out.
• Working with your managers to maintain an effective support system, responding promptly to emails, messages, and calls, and creating helpful content for customers.

What we’re looking for in you:

• You are enthusiastic, motivated, and confident.
• You are detail-focused with excellent administrative skills, capable of managing multiple tickets while ensuring each patient receives proper attention.
• You ask questions and share your perspective when something could be improved. We don’t want someone who simply agrees — we value your input in refining our processes.
• You have exceptional written English (tested during the selection process) and speak with little to no accent. Not meeting this requirement will result in rejection.
• You anticipate customer needs and go beyond answering their immediate question to prevent repeat inquiries.
• You are not a script-driven customer service bot. We are not a BPO center — we want real results and a genuinely customer-focused approach, not repetitive apologies or empty phrases.
• You can work at least 35 hours per week. Our coverage is 8:00 AM to 8:00 PM (EST), seven days a week. Weekend availability is preferred but flexible.

You can earn bonus points by submitting a 2-minute Loom video introducing yourself and explaining why you’re a strong fit. This is optional, but since we rely heavily on Loom and video calls, we’ve noticed that top candidates are comfortable standing out by introducing themselves. This position will be hired through Upwork.