Binary Geckos
Website:
binarygeckos.com
Job details:
š We're Hiring: Order Management & Escalations Lead (Telemedicine Operations)
We're a growing telemedicine business, and our order and escalation volume has outgrown ad-hoc firefighting. We need someone who can own the full lifecycle of an order ā track it, understand where and why it's stuck, and drive it to resolution by coordinating between our escalation team and tech team.
š“ Immediate joiners preferred
About the Role:
This is not a ticket-passing role. You'll take ownership of pending and stuck orders, understand the customer-side impact, and make sure the right team ā escalations or tech ā is acting on it with urgency. You'll need a strong customer service foundation to actually understand what went wrong for the client, paired with the operational discipline to track it through to resolution. You'll need to be comfortable being the person who says "here's what's wrong, here's who needs to fix it, and here's by when."
What You'll Do:
ā¢ā ā Own end-to-end resolution of pending, stuck, or failed orders from the customer's perspective through to resolution
ā¢ā ā Proactively track and audit the order base to catch issues before clients escalate them ā not just react to complaints
ā¢ā ā Understand each case well enough to judge whether it's a process gap, a delay, or something that needs to go to tech ā and route it correctly
ā¢ā ā Act as the bridge between the escalation team and the tech team, clearly explaining what's going wrong so both sides can act fast
ā¢ā ā Spot recurring issues and patterns across orders, and push for permanent fixes instead of repeated manual workarounds
ā¢ā ā Maintain a clear, up-to-date view of order status, delays, and resolution timelines for leadership visibility
ā¢ā ā Coordinate directly with client-facing/escalation teams to keep customers informed throughout resolution
ā¢ā ā Follow up relentlessly until an order is actually closed ā not just marked as "sent to tech"
What We're Looking For:
ā¢ā ā *2ā5 years of solid customer service or order management experience* ā you understand customer pain points, not just process steps
ā¢ā ā Experience handling escalations ā comfortable being the person who owns a problem until it's actually solved, not just logs it
ā¢ā ā Strong ownership mindset ā the instinct to follow up and chase, not wait to be asked
ā¢ā ā Comfortable working across teams and following up with people outside your immediate team (tech, ops, escalations)
ā¢ā ā Excellent written and spoken English ā you'll be explaining issues clearly to both customers and internal teams
ā¢ā ā Comfortable working independently with minimal supervision
ā¢ā ā Basic comfort navigating a CRM/order system (we'll train you on ours ā we're not looking for CRM expertise, just someone who isn't intimidated by a system)
ā¢ā ā Able to join immediately
Nice to Have:
ā¢ā ā Experience in telemedicine, healthcare, or pharmacy operations
ā¢ā ā Experience in high-level/senior customer support or escalations roles
ā¢ā ā Familiarity with order status flows and what causes delays (shipping, verification, payment, etc.)
ā¢ā ā Experience setting up or improving an escalation/SOP process from scratch
Job Details:
š Location: [Remote]
š Employment Type: Full-time
š
Joining: Immediate
š° Salary: [Competitive / range]
Why Join Us?
ā¢ā ā High-ownership role ā you'll define how order management works here, not just follow an existing playbook
ā¢ā ā Direct visibility to leadership on the impact you're driving
ā¢ā ā Work at the intersection of healthcare, operations, and customer experience
š© How to Apply: Upload your resume in the form and fill out the application. We will reach out to you.
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Click on Apply to know more.