Customer Service Representative..

About Trillium Meds

Trillium Meds is a telehealth platform that connects customers with independent licensed providers and compounding pharmacies for GLP-1 weight management treatments. We launched in early 2026 and we're growing fast.

We're an early-stage team. That means the work is meaningful, the pace is quick, and the playbook is still being written. If you like building things and helping people, you'll fit in.

About the Role

You'll be the first point of contact for customers navigating their treatment, helping them understand the platform, track their orders, and get answers to account and billing questions. This is a process-driven role that requires clear communication, good judgment, and the ability to juggle multiple conversations at once.

You are the bridge between the customer, their provider, and the pharmacy. When someone doesn't know what's happening with their order, you're the one who brings clarity.

What You'll Do

• Answer customer questions in real time through Zoho SalesIQ live chat, including pricing, available pharmacies, and directing current customers to the patient portal
• Provide support in Bask (our CRM) for order status, refills, shipping timelines, billing questions, card updates, and navigating the patient portal — finding prescriptions, receipts, pausing or cancelling treatment, and more
• Respond to customer inquiries in the Support inbox and route to the patient portal when appropriate
• Monitor orders in Bask and flag issues that need attention
• Submit administrative requests for treatment updates like plan changes or pharmacy switches
• Direct medical and clinical questions to the customer's provider through the patient portal
• Escalate the right issues promptly, including payment failures, doctor errors, shipping delays, refund disputes, chargeback threats, and any safety concerns
• Handle multiple conversations simultaneously and stay accurate under pressure
• Handle all customer information in accordance with HIPAA requirements

What You'll Bring

• Strong written communication that is clear, warm, and professional
• Comfortable juggling multiple chats, emails, and tools at once without losing accuracy
• Good judgment on when to answer, when to escalate, and when to route to a provider
• Detail-oriented with order numbers, billing records, and patient information
• Comfortable working in a startup environment where processes evolve and not every answer exists yet
• Reliable internet and a quiet workspace for the duration of your shift
• Available Monday through Friday, 8:00 AM to 4:30 PM Eastern Time

Nice to Have

• Previous customer service experience in healthcare, telehealth, pharmacy, or another regulated industry
• Familiarity with GLP-1 medications, compounding pharmacies, or subscription-based health platforms
• Experience with Zoho SalesIQ, Bask, or similar CRM and live chat platforms
• HIPAA training or prior experience handling PHI

Compensation & Benefits

• $35/hour, W2 employee
• 100% remote work
• Paid HIPAA training and onboarding

The Details

• Schedule: Full-time, 40 hours per week, Monday through Friday, 8:00 AM to 4:30 PM Eastern Time
• Location: Fully remote, US-based
• Reports to: Operations team at Trillium Meds

Pay: $35.00 per hour

Work Location: Remote