About Peak Wellness

Stop! This isn't another vague, corporate B.S. job post.

We've taken time to create this (we know, it's long) but please read through its entirety because we're serious about this role and we want to hire someone who is too.

You'll be joining a company led by builders, not corporate managers.

And when we say this is a fast paced work environment, we mean it.

At Peak Wellness, we're not just another telehealth company.

We're on a mission to help 10,000+ people by the end of 2026 reclaim control of their bodies, reverse chronic health conditions, and live stronger lives through personalized GLP-1 weight loss programs.

Why this matters:

We're here to help people achieve true health – not just physical, but mental, emotional, financial, and social health too. Because when your body is right, everything else in your life improves.

It doesn't matter whether you're into CrossFit, yoga, bodybuilding, or long walks with your dog.

What matters is that we align on this core belief:

Everything is downstream from your physical health.

Our goal is to help 10,000+ people by the end of 2026 reclaim control of their bodies, reverse diabetes, and live stronger lives.

We also believe weight struggles aren't always a matter of willpower. Food palatability, hormones, and biology differ for everyone. And compassion has to lead the conversation.

Professionally we're a small, remote, high-performing team. Each person is obsessed with growth inside and outside of work. We want to hire another teammate who's proud to say:

"I help people take control of their health and their lives."

If that mission excites you, keep reading.

About the role

Let's be direct: We're not selling shoes. We're selling prescription medications online.

That means this role carries real responsibility. People come to us with questions about their health, their medications, their concerns, and sometimes their fears. They're trusting us with something deeply personal.

Most telehealth companies get this wrong.

They rely on generic AI responses, outsourced ticket farms, and impersonal scripts. Customers write in with legitimate concerns and get robotic, unhelpful responses. That's not who we are.

At Peak Wellness, customer support isn't an afterthought. It's core to our mission.

Yes, AI will assist you. But you're a real human connecting with and helping other real humans navigate their health journey. You'll answer questions about medications, dosing, side effects, insurance, renewals, and more. All with accuracy, empathy, and care.

Who you’ll be talking to

70% of our customers are women between ages 26-55. They're educated, informed, and have real questions about side effects, dosing, insurance coverage, and how these medications will fit into their lives. They need someone who understands their concerns, communicates clearly, and genuinely cares about their success.

This isn't about closing tickets. It's about building trust at a vulnerable moment in someone's life.

If you take this seriously, you'll thrive here. If you're looking for a passive support role where you copy-paste responses, this isn't it.

Customer Support Responsibilities:

We are looking for two team members who can work part-time for now with the potential to move into full-time roles.

9am-5pm EST Sunday-Wednesday
9am-5pm EST Thursday-Saturday

Both roles are part-time but strong performers will have the opportunity to transition to full-time as we scale. We need these specific days covered to ensure 7-day customer support, but we're building long-term careers here.

Own day-to-day conversation handling inside of Intercom, our customer support software

Prioritize and resolve conversations
Follow SLAs and response expectations
Escalate when needed

Channels used (no phone support)

In-app chat and live chat
Email
Social DMs and messaging
Text messaging
Maintain context across channels in a single inbox
No phone support needed

Work with the Help Center

Find, share, and improve Help Center articles
Use articles to drive self-service

Use and maintain macros

Apply saved replies correctly
Improve and standardize responses over time

Continuously optimize Fin AI

Review AI-generated answers
Improve content sources and guidance
Identify gaps in coverage and accuracy

This role requires strong ownership of Intercom as a daily support tool, not admin-level configuration.

Who you are

Here is where HR teams drop a bunch of vague adjectives that don't really mean anything.

But that's not us. We're serious.

This isn't a passive, script-reading support role. We're looking for someone who understands that great customer support is about problem-solving, clarity, and trust, not just closing tickets.

You’ll work closely with internal teams to ensure customers get accurate, timely help and a consistently positive experience across our brands and products.

1-2 years of professional customer service experience

Strong written English: Excellent written American English is non-negotiable.

You’ll be communicating with U.S.-based customers about health, prescriptions, billing, and renewals. Clarity and tone matter as well here. Yes, we have AI to help. But you need to be able to tweak the responses and not just copy + paste.

Positive attitude: We don't tolerate blame-shifting, negativity, or ego. You take ownership and stay solutions-focused. Even if the customer is very negative.

Customer-focused and results-driven: You don't just respond to messages. You solve problems. You understand how clear communication, empathy and accuracy directly impact customer satisfaction and trust.

Detail-oriented: You pay close attention to details. You notice inconsistencies, missing information, or small errors.

Problem solver: You thrive with autonomy. You don't wait for direction; you investigate issues, think through solutions, and take ownership of resolving customer concerns.

Independent but collaborative: You can manage your own workload, but you also work well with teammates when issues require coordination or escalation.

Growth-oriented: You're always improving — whether that's handling tickets more efficiently, communicating more clearly, or contributing ideas to improve support experience.

Nice to have:

Experience in a regulated industry, specifically telehealth and healthcare.
Familiarity with medical terminology or pharmaceutical processes.
Experience with chat-based support.

Culture fit

Our operating principle is "ask for forgiveness, not permission."

Being a completely remote team means you can't always wait for answers. We expect you to do the research, reference best practices, and make judgment calls. We encourage action over hesitation and improvement over perfection.

Our three non-negotiables:

Get Sh*t Done (GSD): You're trusted to deliver. Independence here isn't permission to coast. It's a vote of confidence that you'll execute. When we brief a project, you run with it.

Be Conscientious: Be an enabler, not a blocker. Work hard, be responsive, and make your team better. Deliver on time. Communicate proactively. Don't ghost customers.

Own the Experience: You're not here to just reply to people. You're here to own how customers view and see our brand through your communication.

Our leadership philosophy is simple: high trust, high accountability.

We believe in autonomy, but we also believe in results. You’ll have the freedom to manage customer conversations and resolve issues independently, with the expectation that problems are handled thoughtfully, accurately, and on time.

We also don't tolerate blame-shifting, negativity, or ego.

And while we care about performance, we care about people more. We want to know how you're doing not just in work, but in life. How's your health, your energy, your mindset? Because we don't just want strong support reps; we want great humans living well-rounded lives.

We have fun

We're serious about results, but not as serious about ourselves.

We joke around a lot, roast each other in Slack, and celebrate wins loudly. If you can't laugh at yourself or need corporate-style polish, this isn't the place for you.

If you're obsessed with self-development, personal growth, and getting better every day then you'll fit right in.

What's in it for you?

Compensation and benefits

Financially, we structure compensation to reward true ownership:

$10–15 USD/hour base pay (depending on experience)
Performance bonuses tied to conversions, renewals, and NPS
Ideally you will be making $20+ per hour after bonuses
Fully remote
24–32 hours/week to start
U.S. daytime coverage
Opportunity to transition to full-time as the role and company grow
Opportunity to move up the company into customer support manager and operator as you grow into the role
Learning budget: If there's training, courses, or certifications that help you become better at customer support, communication, or problem-solving, we’ll support it.

Performance bonuses

We reward outcomes, but never at the expense of customer trust.

You’ll be eligible for bonuses when:

A potential customer reaches out with questions and you help them confidently sign up
An existing customer is hesitant to renew and you help them stay

Important:

Bonuses are paired with Net Promoter Score (NPS).
High sales with poor customer feedback do not qualify.
Ideally you will be making $20+ per hour after bonuses

We want helpful, human conversations, not pushy sales.

This isn’t a clock-punching job. It’s ownership. You'll directly influence the business and if you think like an entrepreneur and care about outcomes, you'll thrive here.

How to apply?

To apply to this position, please click the apply button which will take you to a Google Form to fill out questions related to you, your experience, and knowledge.

The hiring process for this position will include the following steps:

Filling in the application form once you click apply
If short-listed, we will contact you for a test task (paid)
Then we will review test tasks and reach out for a video interview

Thank you for your time and energy in applying for this role.

Whether we end up working together or not, thanks for reading and we genuinely wish you the best in life 🙌.

Part-Time Customer Support and Patient Care Representative (Healthcare / Telehealth)