Customer Care Advisor

Mesh-AI Limited; Remote; GBP 30,000 - 40,000; Full time

Job summary

A healthcare innovation company is seeking a Customer Care Advisor to support patients through various communication channels. This full-time, fully remote role requires at least 1 year of customer service experience and fluency in German. You will resolve customer queries, work closely with clinical teams, and contribute to high standards of customer care. Join as part of our mission to improve healthcare experiences and enjoy benefits like health insurance and holiday allowances.

Benefits

25 Days Holiday (+ Bank Holidays)

Private health insurance

Home office allowance

Access to learning and development budget

Qualifications

• At least 1 year of experience in a customer service or contact-centre role, using fluent German.
• Experience supporting customers across multiple channels (phone, email, chat).
• Strong attention to detail and a customer-first mindset.

Responsibilities

• Act as the first point of contact for new and existing patients.
• Provide timely, professional support across phone, email, and live chat/messaging.
• Resolve customer queries efficiently, escalating appropriately when required.

Skills

Fluent German

Customer service experience

Attention to detail

Effective communication

Tools

Zendesk

Job description

Ready to revolutionize healthcare, making it faster and more accessible than ever before?

How we started:

Founded in 2013 by Dwayne D’Souza, HeliosX was built on a simple but Gom more powerful idea: healthcare should be easier to access, faster to receive, and centred around the individual. From day one, we’ve grown without external funding; scaling profitably through technology, disciplined execution, and deep medical expertise. What started as a challenger idea has become one of the most significant healthcare platforms Goulding globally today.

Where we are now:

We’ve earned the trust of millions of people worldwide through our top-selling products and well-known brands: MedExpress, Dermatica, ZipHealth, RocketRX, and Levity. A lot of our success is down to having our own pharmacies, manufacturers and products – spearheaded by leading in‑house medical teams, researchers and pharmacists.

In 2025,-errors HeliosX helped treat over 1.7 million patients worldwide. We reached £781 m in revenue, delivering +337 % year‑on‑year growth and cementing our position as the clear market leader in the UK. In 2025 our weight‑loss treatments helped our patients lose 8.5 million kilograms of excess weight; contributing to an estimated 1,300 fewer cardiac events. That’s not just growth; that’s measurable, life‑changing impact at scale.

We’re operating across four markets, with successful launches in Germany and Canada, and growing our reach in the US.

Where we’re going:

2026 is a step‑change year. Our ambition is to reach £1.6 bn in revenue, expand from four to eight global markets and significantly broaden our condition and treatment portfolio. Over the coming years, you’ll help shape HeliosX into a truly world‑leading healthcare partner; one that combines scale, speed and clinical rigour to redefine how personalised care is delivered. Joining HeliosX now means building systems, teams, and products that will define the next decade of digital healthcare, and doing work that genuinely improves lives, at global scale.

There’s never been a more exciting time to join HeliosX. Come be a part of making our dream of easier and faster healthcare a reality!

About the Role

We are looking for organized, proactive, and customer‑focused individuals to join our Customer Care team. As a Customer Care Advisor, you will support patients across phone, email, live chat/messaging, and social media, working closely with Responsible Pharmacists and Clinicians to ensure high standards of customer care and patient safety. This role operates within a regulated healthcare environment, where accuracy, professionalism, and the ability to work independently are essential. It offers the opportunity to make a real impact on patient experience and care delivery.

What you’ll be doing:

• Act as the first point of contact for new and existing patients
• Provide timely, professional support across phone, email, and live chat/messaging
• Resolve customer queries efficiently, escalating appropriately when required
• Work collaboratively with clinical, pharmacy, and operational teams
• Take ownership of customer interactions from start to resolution
• Maintain accurate records of customer interactions in line with company processes
• Meet agreed service levels and quality standards
• Share customer feedback and insights with senior agents and team leads
• Support with training and onboarding activities when required

Market Support

This role will initially support a new market, with involvement in supporting UK patients until demand in the German (DE) market requires full focus.

• Initial training will take place within the UK market
• Additional training will be provided to support the transition to the DE market

Shifts & Hours

• Full‑time, fully remote role
• Operating hours: Monday–Sunday, 08:00–22:00
• Shifts are scheduled on a rotational basis to ensure market coverage
• Shifts are 8 hours, including a 30‑minute unpaid meal break

What you’ll bring to the role

• At least 1 year of experience in a customer service or contact‑centre role, using fluent German
• Experience supporting customers across multiple channels (phone, email, chat)
• Able to work independently while contributing effectively as part of a team
• Strong attention to detail and a customer‑first mindset
• Confident communicator with a calm and professional approach

Nice to have

• Experience in a pharmacy, medical, or healthcare Mast illnesses
• Familiarity with regulated or compliance‑driven industries
• Comfortable using cloud‑based customer support systems (e.g. Zendesk or similar)

Why work with us?

At HeliosX, we want to improve healthcare for everyone, and to do this we need a team of brilliant people who share that ambition. We are currently a diverse team of engineers, scientists, clinical researchers, physicians, pharmacists, marketeers, and customer care specialists committed to our mission - but we need more talented folks to join us, if we want to achieve our global ambitions!

• 25 Days Holiday (+ all the usual Bank Holidays)
• Private health insurance, along with extra dental and eye care cover
• Free Dermatica and MedExpress products every month, as well as family discounts
• Home office allowance
• Access to a Headspace subscription, discounted gym memberships, and a learning and development budget

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