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. The role blends technical CRM management (HubSpot), logistical problem-solving, and high-level patient support. You will ensure customers in the UK and Sweden receive a seamless experience, investigating service failures through detailed RCAs and CAPAs to maintain Medetone Pharmacy’s high international standards.Key ResponsibilitiesCRM Leadership (HubSpot) – Oversee day‑to‑day HubSpot operations, ensuring support team records, ticket workflows, and reporting dashboards are accurate and functional; troubleshoot and resolve CRM issues; keep customer records and GP correspondence updated.Root Cause and Corrective Action – Lead investigations into customer complaints by creating detailed RCA reports and implement CAPAs to prevent recurrence; maintain accurate records of issue resolutions in accordance with UK and French healthcare data standards.Logistics & Courier Management – Manage relationships with international couriers, handle complex logistics, track high‑priority orders, resolve cross‑border delivery issues, and coordinate with warehouse teams in Amsterdam and Dubai.Direct Support & Scalability – Support the wider customer service function during peak periods, handle routine enquiries, GP letters, and emails; identify and implement process improvements to enhance patient experience and team efficiency.RequirementsExperience: 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 approach.Logistics Knowledge: Experience resolving complex logistical issues, especially with international shipping.Communication: Excellent written and verbal skills; ability to liaise confidently with UK‑based GPs, French clients, and global couriers.Education: Bachelor’s Degree (required for Dubai Manager visa processing).#J-18808-Ljbffr