Customer Support Manager
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About MĂ©detone
MĂ©detone 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 Overview
We 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 Responsibilities
1. CRM Leadership (HubSpot)
• Oversee the day-to-day running of HubSpot, ensuring the support team’s records, ticket workflows, and reporting dashboards are accurate and functional.
• Troubleshoot and resolve CRM-related issues, ensuring that the technology enables—rather than hinders—the support experience.
• Ensure customer records and GP correspondence are updated and aligned with operational and medical needs.2. Quality & Compliance (RCA/CAPA)
Lead investigations into customer complaints by creating detailed Root Cause Analysis (RCA) reports.
• Implement Corrective and Preventive Actions (CAPA) for each case to prevent recurring service or clinical failures.
• Maintain accurate records of issue resolutions in accordance with UK and French healthcare data standards.3. Logistics & Courier Management
• Manage relationships with international couriers to ensure timely delivery of medications.
• Directly handle complex logistical service matters, including tracking high-priority orders and resolving cross-border delivery issues.
• Coordinate with warehouse teams in Amsterdam and Dubai to ensure smooth handovers.4. Direct Support & Scalability
• Support the wider customer service function by handling routine enquiries, GP letters, and emails during peak periods.
• Identify and implement process improvements to enhance both the patient experience and team efficiency.Requirements
Requirements
• Experience: Proven 5 plus experience 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, particularly 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).
Requirements
- •5+ years in Customer Support Manager or CRM leadership
- •Strong HubSpot knowledge (Workflows, Pipelines, Reporting)
- •Ability to perform RCA/CAPA investigations
- •Experience resolving complex international shipping issues
- •Excellent written and verbal communication skills
- •Bachelor's Degree (required for Dubai Manager visa)
Nice to Have
- •Pharmacy/Healthcare experience preferred
Responsibilities
- •Oversee day-to-day running of HubSpot
- •Troubleshoot and resolve CRM-related issues
- •Lead investigations into customer complaints via RCA
- •Implement CAPA for service or clinical failures
- •Manage relationships with international couriers
- •Handle complex logistical service matters
- •Coordinate with warehouse teams
- •Handle routine enquiries during peak periods
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