Remote Customer Support & Operations Associate

Pearl; Bogotá ciudad; A distancia; COP 186.840.000 - 280.260.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Competitive salary

Fully remote

Generous PTO

Health coverage for PH talents

Mentorship program

Learning & development

Global networking

Descripción de la vacante

Pearl Talent is hiring a Customer Support & Operations Associate to own US-timezone support and keep a growing global operation running smoothly. The role is 75% customer support and 25% operations, with day-to-day inbox management, templated responses, and invoicing duties in QuickBooks and client platforms.

You will ensure timely responses, maintain inbox hygiene, and own the US-hours support function, collaborating with internal teams on billing and reporting while leveraging an AI triage

Formación

• 1–3 years of customer support in email- or ticket-based environments.
• 2. Hands-on with Zendesk or comparable tools (Freshdesk, Intercom, Help Scout).
• 3. Track record of SLA-driven support with measurable targets.
• 4. Experience writing for multiple stakeholder types (end users plus enterprise).
• 5. HIPAA certification, or completion before Day 1.
• 6. Proficiency with Microsoft 365 (Outlook, Teams, SharePoint).

Responsabilidades

• Monitor multiple support inboxes and respond within a one-business-day SLA.
• 2. Adapt templated responses based on audience/context.
• 3. Escalate queries requiring payment provider access or technical input.
• 4. Maintain ticket status accuracy and close every follow-up loop.
• 5. Use AI triage tool to gather context and accelerate resolution.
• 6. Month-end invoicing in QuickBooks and client platforms (Coupa, Tipalti).
• 7. Prepare and submit recurring financial reports.
• 8. Coordinate with internal teams on billing discrepancies.
• 9. Coordinate equipment procurement and courier logistics.
• 10. Execute ad hoc HR admin tasks and maintain process documentation.

Conocimientos

Customer support

SLA-driven support

Written communication

Stakeholder management

Educación

HIPAA certification

Herramientas

Zendesk

Freshdesk

Intercom

Help Scout

Microsoft 365

Descripción del empleo

Work From Anywhere in LATAM or the Philippines

Work Schedule: EST | 10:00 AM – 6:00 PM (Monday–Friday)

About Pearl Talent

Pearl works with the top 1% of candidates from around the world and connects them with the best startups in the US and EU. Our clients have raised over $5B in aggregate and are backed by companies like OpenAI, a16z, and Founders Fund.

A fintech company providing enterprise-grade financial infrastructure for clinical trial participant reimbursement is hiring a Customer Support & Operations Associate to own US-timezone support coverage and keep a growing global support operation running smoothly.

The company serves pharmaceutical sponsors, clinical research organizations, and research sites worldwide through managed service, white-label SaaS, and embedded integration models. The team is lean and collaborative, with documented SOPs, templated workflows, and an AI-powered triage tool in deployment — built for someone who wants ownership from day one.

About the Role

This role is 75% customer support and 25% operations. Day-to-day, you'll monitor multiple Zendesk inboxes and respond in writing to clinical trial participants, research site staff, and enterprise clients — adapting templated responses to each audience and escalating with clear context when a query needs payment provider data or specialist input. The operations side covers month-end invoicing in QuickBooks, reporting, and equipment and admin coordination. Success means every query acknowledged or resolved within one business day, disciplined inbox hygiene with no dropped threads, and confident, autonomous ownership of the US-hours support function.

Core Responsibilities

• Monitor multiple support inboxes and respond to participant, research site, and client queries within a one-business-day SLA.
• Adapt templated responses based on business model and audience context.
• Escalate queries requiring payment provider access or technical investigation through documented pathways via MS Teams.
• Maintain ticket status accuracy and close every follow-up loop.
• Use the company's AI triage tool to gather query context and accelerate resolution.
• Execute month-end invoicing in QuickBooks and client-specific platforms (Coupa, Tipalti) during the first week of each month.
• Prepare and submit recurring financial reports.
• Coordinate with internal teams on billing discrepancies.

Operations Administration

• Coordinate equipment procurement and courier logistics.
• Execute ad hoc HR admin tasks and maintain process documentation.

Requirements

Must-Have

• 1–3 years of customer support experience in email- or ticket-based environments (not phone-only)
• Hands-on experience with Zendesk or a comparable ticketing platform (Freshdesk, Intercom, Help Scout)
• Track record of SLA-driven support with measurable response or resolution targets
• Experience supporting multiple stakeholder types in writing (end users plus B2B or enterprise clients)
• HIPAA certification, or completion of certification before Day 1
• Working proficiency in Microsoft 365 (Outlook, Teams, SharePoint)

Nice-to-Have

• Prior experience in healthcare, clinical research, life sciences, or fintech environments
• QuickBooks, invoicing, or light finance admin experience
• Familiarity with clinical trial workflows or participant reimbursement processes
• Exposure to AI-powered support or triage tools
• Competitive Salary: Based on experience and skills
• Remote Work: Fully remote—work from anywhere
• Team Incentives: Recognition for maintaining 100% CRM hygiene and on-time reporting
• Generous PTO: In accordance with company policy
• Health Coverage for PH-based talents: HMO coverage after 3 months for full-time employees
• Direct Mentorship: Guidance from international industry experts
• Learning & Development: Ongoing access to resources for professional growth
• Global Networking: Connect with professionals worldwide

Our Recruitment Process

• Application
• Screening
• Skills Assessment
• Topgrading Interview
• Client Interview
• Job Offer
• Client Onboarding

Ready to Join Us?

If you’re empathetic, organized, and passionate about improving patient experiences through operational excellence, this role is for you. to help make specialized healthcare more accessible to patients across the U.S.