Customer Support Representative (Medical Education) – Strong Writer & Thinker Needed

Remote | Full-Time | North American Hours

Are you an exceptional writer with a deep understanding of the struggles pre-med and nursing students face? Do you have a background in medicine or nursing but decided to take a different career path? If so, we want YOU to join our team at MedLife Mastery!

Who We Are

MedLife Mastery helps future doctors and nurses get into their dream schools. We provide MCAT and NCLEX tutoring, digital courses, and strategic application coaching. Our team is dedicated to mentorship, support, and helping students succeed—and now, we’re looking for a Customer Support Rep who can connect with our students and write outstanding responses that are both informative and empathetic.

What You’ll Be Doing

Customer Support & Communication

- Provide empathetic, clear, and well-written responses to students, ensuring they feel supported and informed.
- Assist with inquiries related to tutoring programs, course access, payment plans, scheduling, and general student concerns.
- Handle refund requests, payment issues, and account adjustments while maintaining fairness and professionalism.
- Follow up with students who haven't responded and proactively engage with those needing support.
- Maintain and update internal documentation to improve efficiency and consistency in student support.

Student & Tutor Coordination

- Manage student onboarding and ensure they receive all necessary information to start their journey successfully.
- Oversee tutor-student pairings and scheduling, keeping records updated to reflect availability and session tracking.
- Work closely with tutors to monitor student progress and address any issues that arise.
- Assist with technical access issues, ensuring students and tutors can smoothly navigate our platforms.

Operational & Administrative Tasks

- Maintain internal trackers, CRM systems, and databases to keep student and tutor records up to date.
- Oversee billing, coupons, and financial assistance inquiries, ensuring students receive accurate information.
- Organize and prioritize incoming student inquiries, assigning tasks to the appropriate team members when necessary.
- Regularly review and improve internal processes to enhance efficiency and student satisfaction.

Reputation & Quality Management

- Monitor student feedback and assist in managing reviews, testimonials, and community engagement.
- Ensure a positive student experience by addressing concerns and escalating issues when needed.
- Identify trends in student inquiries and suggest improvements to FAQs, guides, and response strategies.

This role requires a proactive, highly organized, and detail-oriented individual who thrives in a fast-paced, student-focused environment. If you love writing, problem-solving, and making a direct impact on students' success, this role is for you!

Who We’re Looking For

- EXCEPTIONAL writing skills – You should be able to write clear, engaging, and empathetic responses that match our brand voice.
- Smart, resourceful, and problem-solving mindset – We need someone who can think critically about customer issues and find solutions without needing step-by-step instructions.
- Background in medicine, nursing, or test prep (ideal but not required) – Maybe you were on the path to medical school, took the NCLEX, or pursued healthcare but changed careers. This experience will help you relate to our students.
- Fast learner – You should be able to quickly grasp our tutoring programs, courses, and customer needs.
- Tech-savvy – Comfortable using help desk tools, Google Workspace, and other remote communication tools.
- Able to work North American hours (EST/PST preferred).
- Highly reliable and consistent.

Why You’ll Love This Role

- Work with an inspiring team helping future doctors & nurses succeed.
- Flexible, fully remote role with a mission-driven company.
- Opportunities for growth & advancement – We value great talent and promote from within.
- Supportive and positive work environment where your writing and ideas will make an impact.

How to Apply

Step 1: Submit your resume and a short cover letter explaining why you're the perfect fit for this role.

Step 2: Answer the following (in your best, most empathetic writing style - do not use AI):

A student reaches out feeling discouraged after scoring low on their practice MCAT exam (489) and is unsure if they should continue. How would you respond?

Step 3: Fill in the blank: "The best word to describe me is ________" in your subject line.

We’re excited to find the perfect empathetic, strategic, and sharp person to join our team. If this sounds like you, apply now!