Remote Customer Support & Operations Specialist - US Hours

Pearl; Philippines; Remote; PHP 240,000 - 360,000; Full time

Benefits offered by this job

Remote work

Generous PTO

Health coverage (PH)

Mentorship

Learning & Development

Global networking

Job summary

Pearl Talent is recruiting a Remote Customer Support & Operations Associate to own US-timezone support and keep a growing global operation running smoothly. You’ll monitor Zendesk inboxes, respond in writing to participants, research sites, and enterprise clients, and contribute to month-end invoicing and reporting.

The role is 75% customer support and 25% operations, with EST hours and fully remote work from LATAM or the Philippines.

Qualifications

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

Responsibilities

• Monitor Zendesk inboxes and respond within a one-business-day SLA.
• Adapt templated responses for different audiences and escalate when needed.
• Maintain ticket status accuracy and ensure no dropped threads.
• Use AI triage tools to gather context and accelerate resolution.
• Handle month-end invoicing in QuickBooks and client platforms.
• Prepare recurring financial reports and coordinate billing discrepancies.
• Coordinate equipment procurement and HR admin tasks as needed.

Skills

Customer support

SLA targets

Written communication

HIPAA awareness

Tools

Zendesk

Freshdesk

Intercom

Help Scout

Job description

Pearl Talent is recruiting a Remote Customer Support & Operations Associate to own US-timezone support and keep a growing global operation running smoothly. You’ll monitor Zendesk inboxes, respond in writing to participants, research sites, and enterprise clients, and contribute to month-end invoicing and reporting.

The role is 75% customer support and 25% operations, with EST hours and fully remote work from LATAM or the Philippines.