Customer Support Team Leader at Orderly Wellness Corp – Riverview, Florida

About Orderly Wellness

Orderly Meds is building a better, more supportive healthcare experience - one that’s fast, reliable, and designed with people in mind. As a fully remote company, we’ve grown quickly by combining thoughtful technology with compassionate service, helping tens of thousands of patients get the care and medication they need, without the hassle.

We’re a collaborative, mission-driven team working across the U.S. (and beyond!) to improve access to care at scale. With over 100 customer support agents, six pharmacy partners, and a 50-state clinical network, we’re scaling fast, and looking for curious, kind, and solutions-oriented people to grow with us.

Orderly Wellness actively participates in E-Verify. To learn more, click here.

A note of awareness to Orderly Wellness applicants: To protect yourself against phishing and recruitment fraud, please note that Orderly Wellness only accepts applications through our official careers page at https://ats.rippling.com/orderly-wellness/jobs.

Orderly Wellness will never refer you to external websites, ask for payment or personal information, or conduct interviews via messaging apps. All official communication will come from a @orderlymeds.com or @smartpharmarx.com email address. If you are contacted by someone claiming to be from Orderly Wellness or SmartPharamRX via an unofficial channel, please do not share any information and report it as spam.

Position Overview

We are seeking a motivated and dependable Customer Service Team Leader with an active Pharmacy Technician certification to join our team. This hybrid role combines warehouse operations with customer service leadership. The ideal candidate thrives in a fast-paced environment, brings hands-on pharmacy knowledge, and is committed to delivering exceptional service across every touchpoint.

Key Responsibilities

Customer Service Leadership

• Supervise, coach, and mentor a team of customer support representatives and specialists.
• Monitor daily support operations to ensure timely, accurate responses via phone, email, and chat.
• Audit customer support staff communications and provide constructive feedback.
• Serve as the primary liaison between the pharmacy and the customer support team.
• Assist customers directly with orders, returns, and general inquiries as needed.
• Resolve customer issues promptly and escalate appropriately.

Operational Excellence

• Design and implement best practices for order handling, prescription verification, medication refill cycles, billing inquiries, and delivery logistics.
• Collaborate with pharmacy partners, prescribers, and internal teams to ensure smooth coordination.
• Assist the customer service team with expediting orders through the pharmacy.
• Create and review weekly customer invoices.
• Complete audit reporting and communicate findings to the Customer Support Manager.
• Collaborate with product and clinical teams to anticipate customer needs and improve end-to-end patient journeys.
• Ensure all communication complies with pharmacy regulations, privacy standards, and internal protocols.
• Research and maintain up-to-date knowledge of weight-loss and wellness medications and pharmacy workflows.

Warehouse & Fulfillment Support

• Pick, pack, and ship customer orders with attention to detail.
• Assist the pharmacy with packing and shipping pharmaceutical products when needed.
• Maintain a clean, safe, and organized warehouse space.
• Operate basic warehouse equipment (e.g., pallet jacks, dollies).

Required Qualifications

Active Pharmacy Technician certification/license (mandatory)

• High school diploma or equivalent (GED).
• 2+ years of customer service experience, with at least 1 year in a leadership role.
• Previous experience in a warehouse or customer service environment preferred.
• Ability to lift up to 50 lbs frequently throughout a shift.
• Exceptional written and verbal communication skills.
• Proficiency in Microsoft Office (Outlook, Word, Excel).
• Analytical mindset with strong problem-solving skills.
• Detail-oriented with strong organizational and documentation habits.
• Ability to manage a team in a fast-paced, dynamic environment.
• Ability to multitask across multiple projects and priorities.

Additional Requirements

• Flexible schedule availability, including some weekends or extended hours if needed.
• Must pass a background check and drug screening.

Compensation & Benefits

• Competitive hourly wage with overtime opportunities.
• Health, dental, and vision insurance.
• Paid time off and holidays.
• 401(k).
• Professional development opportunities.