Customer Care Specialist (Tier 1)

About the role

The Customer Care Specialist (Tier 1) will be the frontline support for a growing telehealth platform focused on ADHD care, handling patient and clinician inquiries primarily via email and later expanding to phone and multi‑channel support.

Key responsibilities

• Serve as the first point of contact for patients and clinicians, ensuring a professional and positive experience.
• Manage inbound inquiries via email, transitioning to phone and other channels over time.
• Own the ticket queue in Zendesk, triaging, prioritising and routing inquiries.
• Provide empathetic, clear, and accurate responses aiming for first‑contact resolution.
• Maintain accurate documentation of all interactions in the CRM system.
• Support clinic operations through scheduling and appointment management.
• Ensure data integrity of patient records and system information.
• Escalate complex or sensitive cases to appropriate teams.

Required profile

• Strong customer service experience, preferably in healthcare or patient support.
• Excellent written and verbal English communication skills.
• Experience using CRM or ticketing systems such as Zendesk.
• Billing support and administrative abilities.
• High attention to detail and strong organisational skills.
• Ability to remain calm and professional in high‑pressure situations.

Required skills

• Zendesk ticketing system.
• CRM platforms.