Support Specialist (Telehealth and Med-spa Industry)

Role: Support Specialist
Work Arrangement: Fully Remote
Job Type: Independent Contractor, Full-time
Work Schedule: 40 hours per week, Spread across Mon-Sunday for 7-day coverage.
Location: Remote, open to candidates in the 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.

Hear why we exist, what we believe in, and who we’re building for: Watch here

Why Work With Us?

We're not just another recruiting firm - we focus on placing candidates with exceptional US and EU founders who prioritize the long-term success of their team members. We also provide retention bonuses at 3, 6, 9, and 12 months, as well as community-driven benefits like an annual retreat.

About the Company:

This telehealth provider offers seamless, on-demand virtual healthcare solutions tailored for medical spas and clinics. Launched in 2023, the platform specializes in efficient patient screenings, including video consultations and remote Good Faith Exams, helping businesses stay compliant with healthcare regulations. It also offers at-home lab testing kits, approved by relevant health authorities, that cover a wide range of wellness and diagnostic needs.

Role Overview:

The Support Specialist plays a key role in delivering responsive, high-quality assistance across both front and back office operations in a remote setting. This includes managing clinic calls, resolving Zendesk tickets, and troubleshooting basic technical issues related to scheduling and platform access. The role requires proactive communication, escalation of complex concerns, and collaboration with internal teams to improve processes and documentation. Ideal candidates bring at least two years of support experience, preferably in healthcare or tech, and are tech-savvy, personable, and flexible enough to work a rotating 7-day schedule.

Core Responsibilities:

1. Front Office & Back Office Support:
• Calls: Handle clinic inquiries (intake, tech issues, Rx questions).
• Tickets: Resolve Zendesk tickets (bugs, user errors) with clear documentation.
2. Technical & Customer Service:
• Troubleshoot basic tech issues (e.g., portal access, booking via Connect Teams).
• Escalate complex cases to the manager with detailed context.
3. Knowledge Base & Collaboration:
• Identify recurring issues and flag gaps for knowledge base updates.
• Cross-train on all verticals (Rx, tech, general inquiries).

• Experience: At least 2 years in support (healthcare/tech preferred).
• Tools: Zendesk experience, Slack, basic tech troubleshooting.
• Traits: Outgoing, adaptable, and detail-oriented.
• Non-Negotiables: Neutral English accent, healthcare familiarity, shift flexibility.

• Remote Work: Fully remote - work from anywhere
• Generous PTO: 10 days PTO per year, plus public holidays and sick leave
• Direct Mentorship: Grow through guidance from international industry experts
• Learning & Development: Ongoing access to resources for professional growth
• Global Networking: Work and connect with professionals around the world
• Work-Life Balance: Balanced schedules that support a healthy work-life balance