Customer Support Specialist

Join Us at TailorMed – Transforming Healthcare Affordability

At TailorMed, we’re on a mission to eliminate barriers across the entire medication journey - from affordability to access and adherence. As a pioneering force in healthcare, we’re building a new category that transforms how patients, providers, pharmacies, life sciences, and payers collaborate to ensure every patient receives the treatment they need without delay.

Our enterprise solution streamlines the full lifecycle of patient support programs, reducing the cost of care and driving better outcomes. With the nation's largest Affordability Network - deployed across 800+ hospitals, 1,300 clinics, and 650 pharmacies - we’re reshaping healthcare with innovative automation and industry-leading partnerships.

If you’re passionate about making healthcare more accessible and impactful, we’d love to have you on our team.

About the Role:

TailorMed is a rapidly growing startup on a mission to help patients and healthcare providers navigate the financial complexities of care. Our platform streamlines the process of securing financial assistance, reducing the burden of medical costs. As a Customer Support Specialist, you will play a vital role in ensuring our clients maximize the value of our solution while supporting their patients.

This is an exciting opportunity to join a dynamic, fast-paced environment where you’ll make an impact, grow your skills, and help improve patient affordability. We’d love to hear from you if you are:

• A strong communicator who enjoys engaging with people and can simplify complex ideas
• A tech-savvy problem solver who quickly adapts to new technology and connects dots in data
• A customer-first thinker who is proactive in identifying solutions and advocating for client needs
• A self-starter who thrives in a fast-paced, evolving startup environment
• A team player eager to share insights, collaborate, contribute to company growth, and ultimately help transform financial navigation in healthcare

This is a hybrid role with the requirement of working out of our NYC office (Union Square) two to three days each week.

Responsibilities:

• Own Customer Inquiries – Investigate, troubleshoot, and resolve customer issues related to the TailorMed platform, escalating when necessary for a timely resolution
• Spot Trends & Improve Processes – Identify patterns in customer feedback and proactively communicate insights to enhance the user experience
• Be a Platform Expert – Develop a deep understanding of the TailorMed platform to guide customers effectively and improve patient outcomes
• Collaborate Across Teams – Work closely with Product, Engineering, and Customer Success to advocate for customers and improve overall service delivery
• Deliver Technical Support – Assist with common technical issues, CRM inquiries, and platform troubleshooting
• Ensure Compliance & Confidentiality – Uphold HIPAA regulations and maintain the highest standards of data privacy

Qualifications:

• 2-4 years of experience in a customer support role, preferably in healthcare or a SaaS company
• Experience in healthcare or health insurance with an understanding of patient assistance programs (a plus)
• Proficiency with CRM software (Salesforce preferred) and familiarity with SaaS platforms
• Ability to manage high-volume caseloads and prioritize effectively
• A curious mindset with the ability to troubleshoot, problem-solve, and think analytically
• Prior experience in a startup, healthcare, or corporate setting is highly valued

TailorMed is proud to be an equal opportunity employer.