Remote Customer Support & Operations Associate (EST Hours)

Pearl; Central Luzon; Remote; PHP 446,000 - 670,000; Full time

Benefits offered by this job

Remote work fully

Competitive salary

HMO coverage after 3 months (PH)

Generous PTO

Mentorship & learning resources

Global networking

Job summary

Pearl is hiring a Customer Support & Operations Associate to own US-timezone support and keep a growing global operations team running smoothly. You will monitor Zendesk, draft responses, and escalate when needed, while also handling invoicing and reporting in QuickBooks.

This role blends customer care with light operations in a fully remote setup. Offering exposure to enterprise clients, templated workflows, and an AI triage tool, this position emphasizes ownership from day one and

Qualifications

• 1–3 years of customer support in email- or ticket-based environments.
• Hands-on experience with Zendesk or comparable ticketing tools.
• Track record of SLA-driven support with measurable targets.
• Experience writing to multiple stakeholder types (end users, B2B, enterprise).
• HIPAA certification or completion before Day 1.
• Proficient in Microsoft 365 (Outlook, Teams, SharePoint).
• English proficiency at C1+ (written client-facing).

Responsibilities

• Monitor Zendesk inboxes and respond within a one-business-day SLA.
• Adapt templated responses to audience context and business model.
• Escalate queries requiring payment provider access or technical input.
• Maintain accurate ticket statuses and close follow-up loops.
• Utilize AI triage tool to gather context and speed resolution.
• Handle month-end invoicing and reporting in QuickBooks and client platforms.
• Coordinate equipment procurement and basic HR admin tasks.

Skills

Customer support

Written communication

SLA management

Multi-stakeholder writing

Education

HIPAA certification

Tools

Zendesk

Freshdesk

Intercom

Help Scout

Microsoft 365

Job description

Pearl is hiring a Customer Support & Operations Associate to own US-timezone support and keep a growing global operations team running smoothly. You will monitor Zendesk, draft responses, and escalate when needed, while also handling invoicing and reporting in QuickBooks.

This role blends customer care with light operations in a fully remote setup. Offering exposure to enterprise clients, templated workflows, and an AI triage tool, this position emphasizes ownership from day one and