We are hiring a highly skilled Customer Experience Agent to support members across all stages of their peptide and wellness journey. You will be the first point of contact responding to inquiries with clarity, professionalism, and empathy. As the operational right hand to our Head of Clinical & Concierge, you will ensure every member feels cared for, understood, and guided.

This role requires exceptional written communication, strong critical thinking, and the ability to identify when questions should be escalated to clinical experts, doctors, or advisors. You will also capture insights from customer interactions and translate them into actionable feedback loops for product, clinical, and operations teams.

JOB DESCRIPTION

Member Support

• Serve as the frontline point of contact for all customer inquiries through Gorgias
• Provide clear, accurate, and helpful responses around membership, billing, protocols, orders, and general product guidance
• Act as a trusted concierge figure for members, ensuring they feel supported throughout their health journey

Clinical Escalation & Judgment

• Use sound judgment to triage cases that require clinical review
• Escalate medical, safety, or protocol-specific questions to the appropriate doctor, advisor, or clinical lead
• Maintain strict adherence to company policy, legal guidelines, and approved messaging

Operational Excellence

• Maintain timely SLAs, high-quality ticket resolution, and a consistent brand voice
• Track recurring themes, friction points, and customer insights
• Build structured feedback loops to inform improvements across onboarding, product, comms, and clinical workflows
• Collaborate with the Head of Clinical & Concierge to improve scripts, macros, and Gorgias automations

Customer Advocacy

• Identify opportunities to enhance member education, clarity, and experience
• Proactively recommend improvements based on real customer patterns
• Help shape a warm but authoritative tone that reflects the company’s luxury wellness brand

REQUIREMENTS

• 2 to 3 years minimum in customer experience or support roles
• Experience within health, wellness, telehealth, pharmacy, longevity, or related categories strongly preferred
• Exceptional English writing skills with the ability to communicate complex topics simply
• Ability to think critically, navigate nuance, and exercise excellent judgment
• Experience using helpdesk platforms like Gorgias, Zendesk, Front, or similar
• Comfort working in a fast-paced, startup-style environment where processes evolve rapidly
• High emotional intelligence, maturity, and the ability to speak with a calm, concierge style voice
• Bonus: familiarity with peptides, functional medicine, or health optimization
• Bonus: experience building or improving CX processes, macros, and automations

INTERVIEW PROCESS: 2–3 online rounds

JOB LOCATION: Fulltime office/hybrid/remote working

• Office location: IPC Tower, 1489 Nguyen Van Linh, Tan Hung Ward, HCMC (opposite SC Vivo City, District 7)

WHAT WE OFFER

• Competitive salary with 13th-month bonus
• 100% salary during probation
• Fully paid for Social Insurance & PVI Health Insurance, yearly health check
• Tech gear provided
• 12-15 days of annual leave
• Onsite training opportunities in Australia