Customer Service Representative - India

About LumiMeds

LumiMeds is a fast-growing U.S.-based telehealth startup focused on weight management and long-term metabolic health. We are building the next generation of e-commerce and clinical infrastructure from the ground up.

As an early-stage company, we move quickly, operate with limited layers, and expect high ownership from every team member. There is no bureaucracy here — decisions happen fast, priorities evolve, and builders thrive.

We are a remote-first, globally distributed team that values clarity, accountability, and people who take initiative rather than wait for direction.

About the Role

This isn't a traditional call center role.

At LumiMeds, our Customer Service Representatives are the first point of contact for patients who trust us with their health journey. You're not simply answering questions—you'll help patients navigate our platform, resolve issues with empathy and urgency, and ensure every interaction leaves them feeling supported.

We're looking for someone who thrives in a fast-paced startup environment, takes ownership of problems, and enjoys helping people. If you need step-by-step instructions for every situation, this probably isn't the right role. If you enjoy solving problems, thinking critically, and creating an exceptional patient experience, we'd love to meet you.

What You'll Own

• Provide exceptional support to patients via phone, email, chat, and SMS
• Resolve patient inquiries related to appointments, prescriptions, billing, subscriptions, and account management
• Guide patients through the telehealth experience with empathy, professionalism, and accuracy
• Escalate clinical questions appropriately while maintaining patient confidence
• Coordinate with Clinical, Operations, Sales, and Patient Success teams to resolve complex issues
• Document every interaction accurately within our CRM and patient management systems
• Follow up proactively to ensure issues are fully resolved
• Identify recurring patient pain points and provide recommendations to improve processes
• Meet established KPIs including response times, customer satisfaction (CSAT), first contact resolution, and quality metrics
• Represent the LumiMeds brand with professionalism in every patient interaction

What We're Looking For

• 2+ years of experience in Customer Service, Patient Support, or Customer Experience