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Support Manager
Overview
About Curekey
Curekey is a US-based telehealth company providing prescription treatments through a secure, compliant, and patient-friendly online platform. Our mission is to make access to medical care simple, transparent, and patient-centric.
As we continue to scale, we’re looking for a Support Manager to serve as the primary point of contact for our patients and future patients—ensuring a smooth, reassuring, and professional experience from first inquiry through ongoing care.
Role Overview
The Support Manager is responsible for all non-medical patient communications and plays a critical role in patient satisfaction, retention, and conversion.
In this role, you will communicate daily with patients and prospective patients via email, chat, and phone, answering questions related to Curekey, onboarding, orders, shipping, billing, and account status. You will also proactively follow up with patients who have started—but not completed—their onboarding or purchase.
This role is ideal for someone who is highly comfortable writing and speaking, proactive in follow-ups, empathetic in tone, and confident picking up the phone when needed. Experience supporting patients in a telehealth or startup environment is a strong plus.
Key Responsibilities
Patient & Prospect Support
- Respond to inbound inquiries from patients and prospective patients via:
- Messaging/chat
- Phone calls
- Answer non-medical questions related to:
- How Curekey works
- Treatment process and next steps
- Order status and shipping updates
- Billing, payments, subscriptions, pauses, and refunds
- Account or patient portal issues
Follow-Up & Conversion
- Proactively follow up on:
- Incomplete purchases or onboarding
- Abandoned checkouts
- Pending or flagged orders (missing information, ID verification, payment steps, etc.)
- Reassure patients and guide them through the steps needed to complete their order
Operations & Coordination
- Monitor support inboxes and tools daily
- Escalate medical or compliance-related questions to the appropriate internal teams
- Coordinate with pharmacies or logistics partners when needed to resolve order or shipping issues
- Maintain accurate notes and status updates in CRM and support tools
Quality & Patient Experience
- Deliver a calm, professional, and empathetic experience at all times
- Reduce friction and confusion for patients navigating telehealth—especially first-time users
- Identify recurring issues and recommend process or workflow improvements
What We’re Looking For
- Experience in telehealth, healthcare support, or digital health (strong plus)
- Prior startup or early-stage company experience preferred
- Excellent written and verbal communication skills
- Comfortable handling phone calls and sensitive patient conversations
- Organized, proactive, and detail-oriented
- Able to work independently in a remote environment
- EST availability preferred (not required)
Why This Role
- Fully remote and flexible hours
- Opportunity to grow with a scaling telehealth startup
- Direct impact on patient experience and business growth
- Potential for increased hours and expanded responsibilities as Curekey grows