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<p><strong>PRIMARY RESPONSIBILITIES & DUTIES</strong></p><p>The Senior PHC Support Specialist carries the same core responsibilities as the PHC Support Specialist but brings a deeper level of experience, platform fluency, and product knowledge to the role. This team member is trusted to work independently across complex or sensitive cases, acts as an informal resource for less experienced colleagues, and is expected to contribute to process improvement. The Senior Specialist does not have direct reports but plays a key stabilising role within the team.</p><p><strong>Key Responsibilities</strong></p><p>All responsibilities of the PHC Support Specialist, plus:</p><p>Complex Case Management</p><p>Handle escalated client cases</p><p>including those involving shedding concerns, results dissatisfaction, billing disputes, and churn-risk scenarios</p><p>Manage lapsed and win</p><p>-back client interactions, including exit survey follow-up and reactivation touchpoints across the four win-back branches</p><p>Navigate edge cases across the plan change and subscription management workflow without</p><p>step-by-step guidance</p><p>Independently coordinate multi</p><p>-platform resolution tasks (e.g. cross-referencing HubSpot, Shopify, Parchment Health, and pharmacy data)</p><p>Knowledge & Quality</p><p>Serve as a knowledge resource for the PHC Support Specialist on product, process, and</p><p>platform questions</p><p>Review transactional communications and flag copy or process concerns to the Team Leader or</p><p>escalate to HoP, if needed</p><p>Identify recurring client friction points and document them for Team Leader review</p><p>Maintain a thorough working knowledge of all ~100 compounded treatment variations and how</p><p>they relate to client plan types</p><p>Stakeholder Coordination</p><p>Build and maintain effective working relationships with partner pharmacies across AU and NZ</p><p>Coordinate with in</p><p>-clinic teams and practitioners on complex PFP-connected client cases</p><p>Liaise directly with Gro practitioners where clinical clarity is required, within scope</p><p><strong>Key Competencies Client Communication</strong></p><p>Handles difficult conversations with composure; confident with churn-risk, complaints, and sensitive Rx matters Independent Judgment Resolves complex, non-standard cases without requiring step-by-step guidance</p><p>Platform Fluency</p><p>Deeply proficient across the full platform stack; able to troubleshoot cross-system issues Product Knowledge Strong command of PHC treatment options, subscription mechanics, and the PFP-PHC connection Informal Leadership</p><p>Supportive presence for less experienced colleagues; constructive, not directive Process Thinking Notices inefficiencies and communicates them clearly for escalation</p><p>Role Parameters</p><p>Reports To</p><p>Head of Prescription Haircare (HoP) Location Remote (Philippines-based) Employment Type</p><p>Leased Employee via Satellite Office Primary System HubSpot Decision Authority</p><p>Full operational autonomy within process; contributes to process development; escalates to Team Leader or HoP on policy or strategic matters</p>
