Customer Care Advisor - Dermatica

About HeliosX:

We are HeliosX. A group of HealthTech start-ups, with fast-growing operations in the UK and USA. We are dedicated to improving the quality, accessibility, and affordability of healthcare for all, and we're doing this through a market-disrupting combination of technology, science and excellent clinical care.

Our brands include Dermatica (personalised prescription skincare), MedExpress, ZipHealth and RocketRx.

About the role:

This role will be supporting our Dermatica brand and as a Customer Care Advisor, your mission is to help new and existing customers to receive quality and affordable healthcare by delivering exceptional service through WOW! Through phone, email, chat and social media, you will be having conversations with our customers to help them on their skincare journeys.

A typical day will involve providing advice to customers on how to use their treatment, help with customers manage their subscription plan, working closely with our Clinical experts and dermatologists, proactively checking in on customers during their skincare journey and helping to build a strong relationship so that they can achieve their skincare goals.

The position will involve working across all our conversational channels (not at the same time): phone, email, messaging and social media.

Important things to know:

• This is a full-time permanent shift-based position offering 40 hrs per week.
• All necessary equipment will be provided - Laptop, headset, keyboard, mouse and monitor if required.
• Our earliest shifts begin at 8am EST and our latest finishes at 10pm EST, 7 days a week. The ability to work a full shift within these hours is a must, including weekends and public holidays.
• This is a remote position, however, you will have the opportunity to visit our HUBs based in Florida and London, UK.

What you'll bring to the role:

• Digital literacy is a must for this role. This position is entirely remote, you’ll need experience using digital communication tools to stay connected with your colleagues.
• You’ll need to have a true passion for providing excellent customer care.
• To have a flexible schedule. Our customer care team is staffed to meet our customers' needs, and your schedule will change periodically.
• Excellent communication skills both written and verbal.
• You enjoy working in a fast-paced environment and can be versatile! A big part of our team is the willingness to help one another even though it may fall outside of normal duties.
• If you’ve got previous experience of providing support using Zendesk, this would be great and also any pharmacy background/qualifications would be desirable.

Benefits

Our benefits and overall package

• Pay $18.50 - $20 per hour - Depending on experience
• Generous equity options for every employee
• 12 days paid holiday
• Health insurance (including medical, dental and optical)
• 401(k) Retirement benefits with employee match
• Substantial discounts on all HeliosX group products
• Treat or lunch of your choice delivered to you on your birthday
• Free Kindle, books and HeadSpace account
• Company-sponsored social events
• An awesome team of bright and motivated people to work with!

More cool things to know about HeliosX

• HeliosX is proudly bootstrapped and self-funded. We haven’t ever brought in outside financing. Since our earliest days, this has enabled us to provide freedom to shape the company and its business practices.
• We’re growing quickly and doubled our revenue (GBP30MM) from 2020->2021 while remaining profitable.
• We have created a vertically integrated healthcare network of clinicians and pharmacies capable of prescribing and delivering medicines to over 467,000,000 people in 9 different countries.
• HeliosX was created in 2013, we have conducted over 2,200,000 digital health care visits.
• We care about our people — we have a 5* rating on Glassdoor!