Customer Care Advisor

2 days ago

India Sapyen Full time

Sapyen is a venture-backed HealthTech company pioneering the world’s most accurate, affordable, and convenient at-home male fertility test. We’re hiring a Customer Support Associate (English-Speaking, US West Coast Time Zone) to manage inbound customer communications and ensure our users receive clear, timely, and professional support. This is a foundational role focused on delivering a robust customer experience to individuals navigating deeply personal health questions. You’ll be the first point of contact for patient queries—across email, phone, and live chat. You’ll field questions from customers from across our North American locations and provide administrative support to internal teams. We’re looking for someone with a track record of excellence in customer support who can handle volume, nuance, and care without dropping detail. You’ll report to the VP of Operations and work closely with our product, logistics, and clinical teams. Customer Support Handle inbound phone support and follow-up calls—clarifying test processes, order status, timelines, and more. Administration Maintain and update customer records, test timelines, and order statuses within our CRM. Assist with internal admin such as invoicing, test processing schedules, and tracking shipments. Identify recurring pain points or inefficiencies in the support flow and propose solutions. Maintain internal FAQs, support templates, and process guides. 3+ years of customer support experience, ideally in healthcare, diagnostics, or D2C consumer health. ~ Exceptional English-language communication skills—clear, calm, and confident across phone and email. ~ Proven ability to manage multiple support channels at once with accuracy and empathy. ~ Familiarity with customer support tools (e.g. Hubspot, Zendesk, Freshdesk) and CRM systems. ~ Ability to work flexible hours to cover support needs in the US West Coast Time Zone. Previous startup experience. Experience supporting regulated products or working in a HIPAA/GDPR-compliant environment. Background in operations, logistics, or e-commerce support. We’re a small, bold team setting a new standard in fertility care —writing the playbook on diagnostics, patient experience, and male fertility solutions. Despite male-factor issues contributing to 50% of fertility challenges, there hasn’t been a truly accurate, affordable, and convenient way to test male fertility. While 61% of men are hesitant to seek care due to feelings of emasculation, and many others lack timely, affordable access, we’re changing that. Excellence drives us, and we’re committed to building your career in a way that excites you. We’ll support you with ongoing learning and development, private health insurance reimbursements, and access to professional coaching. Location: Remote, India-based. Participation in Sapyen’s Employee Share Option Plan. Priorities shift, challenges arise, and rapid iteration is the norm. Creating the Playbook as We Go: We’re building something new and transformative. Many projects will start as rough ideas needing definition, strategy, and execution—driven by you. This role calls for self-direction, decisive action, and the confidence to lead where paths aren’t clearly defined.

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