Customer Service Associate

Job Description

Job Description

Customer Service Associate

Company: The HRT Club

Location: Remote (U.S.)

Department: Customer Experience

Reports to: Customer Service Manager / Director of Customer Experience

Employment Type: Full-Time

While the posting location reflects our headquarters in Bridgewater, NJ, this is a fully remote position open to qualified candidates anywhere in the United States.

About Us

The HRT Club is on a mission to make hormone replacement therapy and menopause care more accessible and personalized. We connect members with the guidance, treatment options, and community support they need to navigate perimenopause and menopause with confidence. We're looking for a customer service leader who shares our commitment to empathy, privacy, and evidence-based care.

Role Overview

The Customer Service Associate will be a key contributor on our small, close-knit support team, ensuring every member interaction reflects the trust, sensitivity, and clinical accuracy our community deserves. This role blends hands-on member support with process improvement, quality assurance, and cross-functional collaboration with Product, Clinical, and Marketing teams to support members throughout their HRT journey.

Key Responsibilities

• Support and collaborate with a small customer service team, helping troubleshoot cases and share best practices.
• Manage a high volume of inbound/outbound calls and emails, responding promptly and providing accurate, empathetic support to members.
• Monitor daily queue performance (email, chat, phone) to help the team meet response time, resolution rate, and member satisfaction targets.
• Handle escalated or sensitive member inquiries related to HRT prescriptions, symptoms, treatment timelines, and billing with empathy and discretion.
• Support members navigating prescription refills, pharmacy coordination, and provider messaging within the platform.
• Develop and maintain support documentation, FAQs, and covering common HRT and menopause-related questions to improve consistency and efficiency.
• Help onboard and orient new team members, including sharing knowledge on hormone therapy basics and menopause care terminology.
• Support implementation of new tools or workflows (e.g., helpdesk software, chatbots, CRM systems).
• Collaborate with Product and Tech teams to relay member pain points and advocate for a smoother, more supportive treatment journey.
• Help maintain a supportive, judgment-free culture for both members and team members discussing menopause, aging, and hormone health.
• Genuine passion for healthcare and improving the experience for our members.
• 3+ years of customer service experience, ideally with some experience taking initiative or informally guiding teammates.
• Experience in healthcare, telehealth, health tech, or a related regulated industry preferred.
• Excellent written and verbal communication skills, with a warm, empathetic tone.
• Comfort discussing sensitive topics related to menopause, perimenopause, hormone therapy, and aging with professionalism and care.
• Experience with helpdesk/CRM platforms (e.g., Zendesk, RingCentral).
• Strong analytical skills; comfortable working with support metrics and reporting tools.
• Ability to manage multiple priorities in a fast-paced, mission-driven environment.
• Background in telehealth, femtech, or menopause/HRT care specifically.
• Experience coordinating with pharmacies or prescription fulfillment workflows.
• Experience developing training materials or knowledge base content.
• Familiarity with clinical terminology related to hormone therapy and women's midlife health.

Qualifications

• Genuine passion for healthcare and improving the experience for our members.
• 3+ years of customer service experience, ideally with some experience taking initiative or informally guiding teammates.
• Experience in healthcare, telehealth, health tech, or a related regulated industry preferred.
• Excellent written and verbal communication skills, with a warm, empathetic tone.
• Comfort discussing sensitive topics related to menopause, perimenopause, hormone therapy, and aging with professionalism and care.
• Experience with helpdesk/CRM platforms (e.g., Zendesk, RingCentral).
• Strong analytical skills; comfortable working with support metrics and reporting tools.
• Ability to manage multiple priorities in a fast-paced, mission-driven environment.

Nice to Have

• Background in telehealth, femtech, or menopause/HRT care specifically.
• Experience coordinating with pharmacies or prescription fulfillment workflows.
• Experience developing training materials or knowledge base content. Familiarity with clinical terminology related to hormone therapy and women's midlife health.

EEO Statement

The HRT Club is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, or protected veteran status.

Ascend HRT Club, LLC • 100 Somerset Corporate Blvd 2nd Floor Bridgewater, NJ, 08807 • thehrtclub.com