Remote Customer Support & Operations (US EST)

INGEPSY; 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

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