English-Speaking Customer Support Representative
Job description
About the Role
Helfy is looking for an English-speaking Customer Support Representative to join our growing team in Tbilisi.
This role combines customer-facing support with back-office operational tasks to ensure a smooth and efficient customer experience.
Location & Conditions
Location: Pekini Street, Tbilisi, Georgia
Work Mode: On-site only
Working Hours:
- Monday-Friday: 18:00-03:00 or 21:00-06:00, with a 1-hour break.
- Occasional weekend shifts may be required
Salary: 2,200 GEL (net)
Responsibilities
Customer Communication & Support
- Communicate with customers via email, phone calls, WhatsApp, and live chat
- Provide clear, accurate, and timely responses to customer inquiries
- Assist customers with placing orders, refunds, exchanges, and general account-related questions
Product & Platform Knowledge
- Develop a strong understanding of Helfy’s products and website functionalities
- Navigate the platform efficiently to quickly locate and provide relevant information
Order & Request Management
- Process customer orders and requests via the administrative panel and email
- Handle re-shipments, refunds, and order corrections when needed
Back Office & Operational Tasks
- Perform back-office tasks, including order verification, data validation, and internal follow-ups
- Update internal systems and tools to ensure accurate order and customer data
- Coordinate with internal teams to support operational workflows and case resolution
Issue Resolution & Escalation
- Troubleshoot issues such as payment delays, delivery problems, or technical difficulties
- Handle customer complaints professionally by offering appropriate solutions and alternatives
- Escalate complex or sensitive cases to relevant departments (technical, product, operations, etc.)
Internal Communication & Reporting
- Share insights and feedback on customer experience and support processes
- Collect and report data for technical and product teams
Documentation & Process Improvement
- Upload relevant documentation to the website or internal tools for team use
- Collect customer feedback, respond to evaluations, and proactively engage with dissatisfied customers
Requirements
- Fluent English (mandatory)
- Strong computer skills and ability to work with multiple tools and platforms
- Strong problem-solving skills with the ability to make quick, effective decisions
- Customer-oriented mindset with strong attention to detail
Skills mentioned
Helfy is building one of the world's leading digital healthcare platforms, seamlessly connecting patients, doctors, and pharmacies through innovative telemedicine solutions. The company has delivered over 3 million treatments and serves more than 1 million customers across its digital ecosystem. At the core of Helfy's operations are three integrated platforms: DoctorABC, which over 1 million users rely on for accessible healthcare; DoctorPanel, empowering 80 doctors to consult, manage, and monitor patients 24/7; and PharmacyPanel, utilized by 500+ partner pharmacies to fulfill prescriptions and serve patients directly. With a team of 150+ employees spread across offices in the UK, France, Germany, Switzerland, Ukraine, Georgia, and Israel, Helfy operates under the guidance of founder and CEO Gilad Tisona. The company's medical advisory board comprises distinguished doctors and pharmacists with extensive clinical experience, ensuring the highest standards in digital healthcare. Helfy combines medical consultation, prescription handling, pharmacy fulfillment, and last-mile delivery into a single, frictionless digital experience that enables patients to receive treatment without queues or unnecessary in-person visits.
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