Customer Support Manager

About MédetoneMédetone is a dynamic and fast-growing online pharmacy that prioritises customer care and innovation in healthcare delivery. We are committed to providing customers a seamless, safe, and efficient service. We offer prescription medications, over-the-counter products, and personalised healthcare services.Role OverviewWe are looking for a highly organized and proactive Customer Support Manager to lead our service function. This role is a blend of technical CRM management (HubSpot), logistical problem-solving, and high-level patient support. You will be responsible for ensuring our customers in the UK and Sweden receive a seamless experience, specifically by investigating service failures through detailed RCAs and CAPAs to ensure Medetone Pharmacy maintains its high international standards.Key ResponsibilitiesCRM Leadership (HubSpot)Oversee the day-to-day running of HubSpot, ensuring the support team's records, ticket workflows, and reporting dashboards are accurate and functionalTroubleshoot and resolve CRM-related issues, ensuring that the technology enables—rather than hinders—the support experienceEnsure customer records and GP correspondence are updated and aligned with operational and medical needsQuality & Compliance (RCA/CAPA): Lead investigations into customer complaints by creating detailed Root Cause Analysis (RCA) reportsImplement Corrective and Preventive Actions (CAPA) for each case to prevent recurring service or clinical failuresMaintain accurate records of issue resolutions in accordance with UK and French healthcare data standardsLogistics & Courier ManagementManage relationships with international couriers to ensure timely delivery of medicationsDirectly handle complex logistical service matters, including tracking high-priority orders and resolving cross-border delivery issuesCoordinate with warehouse teams in Amsterdam and Dubai to ensure smooth handoversDirect Support & ScalabilitySupport the wider customer service function by handling routine enquiries, GP letters, and emails during peak periodsIdentify and implement process improvements to enhance both the patient experience and team efficiencyRequirementsExperience: Proven 5+ years in a Customer Support Manager or CRM-focused leadership role (Pharmacy/Healthcare experience preferred)Technical Mastery: Strong working knowledge of HubSpot (Workflows, Pipelines, and Reporting)Analytical Mindset: Demonstrated ability to perform RCA/CAPA investigations with a process-driven approachLogistics Knowledge: Experience resolving complex logistical issues, particularly with international shippingCommunication: Excellent written and verbal skills; ability to liaise confidently with UK-based GPs, French clients, and global couriersEducation: Bachelor's Degree (required for Dubai Manager visa processing)#J-18808-Ljbffr