ABOUT THE ROLE

We are a healthcare technology company delivering personalised metabolic health and weight management care. Members interact with our platform to complete their intake, consult with licensed providers, receive prescriptions, and manage their ongoing treatment. As a Senior Customer Support agent, you are the primary voice members hear — across chat, email, and phone.

You handle the full range of member inquiries with empathy, expertise, and speed. You navigate complex situations — billing disputes, treatment plan confusion, missed shipments, provider communication — and you mentor junior agents on the team. When a situation goes beyond standard support, you decide whether to escalate and ensure the handoff to Technical Support or the Lead is complete and well-documented.

WHAT YOU'LL BE DOING

Member Support
- Handle high-volume inbound member inquiries across chat and email, delivering explicit, accurate, and empathetic resolutions aligned with our service standards.




- Resolve complex member situations independently — cancellation saves (applying save offers within approved thresholds per company policy; offers above the threshold require lead approval), billing disputes, refunds, treatment plan questions, and account access issues.
- Issue refunds and account credits directly in the admin platform within authorised limits.
Proactively reach out to members when needed — following tiered outreach protocols for non-responders (Day 1 automated contact Day 3 reminder Day 5 direct agent outreach- phone call).

Platform Navigation
- Navigate the member care admin portal confidently — member search, treatment plan overview, order status, consultation history, payments, payment methods, and messaging.
- Determine whether a member belongs in the current platform or a prior system and route them to the correct portal.
- Retry failed payments using the appropriate admin actions — verifying the payment method, processing authorisation, and reauthorising where requ

📌 -SR Technical Support(application) (Hyderabad)
🏢 Softobiz Technologies
📍 Hyderabad