Customer Success Specialist - A258

Industry

Consumer Biotech / Digital Health

Work Arrangement

Fully Remote

Job Type

Full-time

Work Schedule

40+ hours per week

Flexible scheduling required, including potential weekend shifts and short-notice schedule adjustments

UK (BST) and US (EST) time zone coverage based on operational needs

Locations

Philippines

About Pearl Talent

Pearl works with the top 1% of candidates from around the world and connects them with the best startups in the US and EU. Our clients have raised over $5B in aggregate and are backed by companies like OpenAI, a16z, and Founders Fund. They’re looking for the sharpest, hungriest candidates who they can consistently promote and work with over many years. Candidates we’ve hired have been flown out to the US and EU to work with their clients, and even promoted to roles that match folks onshore in the US.

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Why Work with Us?

At Pearl, we’re not just another recruiting firm—we connect you with exceptional opportunities to work alongside visionary US and EU founders. Our focus is on placing you in roles where you can grow, be challenged, and build long-term, meaningful careers.

About the Company

Our client is a fast-growing healthcare technology company operating in the telemedicine space. They build technology-driven solutions that enable scalable, direct-to-patient care while maintaining strict compliance with healthcare regulations. The organization operates in a fast-paced, highly regulated environment and serves patients across multiple regions.

Role Overview

The Customer Success Specialist is responsible for supporting patients throughout their journey with our client's company, ensuring a smooth, clear, and positive experience from first interaction through resolution. This role focuses on building trust, guiding patients through next steps, and proactively addressing concerns in partnership with internal clinical and operations teams. While this is a frontline, patient-facing role, it emphasizes ownership, communication, and outcome-driven support rather than transactional or volume-based customer service.

Your Impact :

• Drive patient satisfaction and trust by providing clear guidance and proactive communication throughout the patient journey.
• Contribute to operational efficiency by coordinating cross-functional efforts with clinical and operations teams.
• Improve patient outcomes by tracking progress, following up on orders or prescriptions, and ensuring timely resolution of issues.
• Identify recurring patient challenges and provide actionable feedback to leadership to enhance processes and communication.
• Support the company’s goal of delivering a consistent, high-quality patient experience that fosters long-term engagement.

Core Responsibilities

Patient Support & Experience Ownership – 40%

Guidance & Cross-Functional Collaboration – 25%

Patient & Order Follow-Ups – 20%

Calls, Escalations & Communication – 10%

Quality, Compliance & Experience Improvement – 5%

Requirements

Must-Haves (Required)

Nice-to-Haves (Preferred)

Tools Proficiency

Must-Haves (Required)

Nice-to-Haves (Preferred)

Benefits

Our Recruitment Process

Ready to Join Us?

If this role aligns with your skills and goals, apply now to take the next step in your journey with Pearl.