Remote Customer Support & Operations Associate (US Hours)

Embedded Shishya; United States; Remote; USD 60,000 - 80,000; Full time

Benefits offered by this job

Remote work: fully remote

Generous PTO

Health coverage for PH-based talents

Mentorship

Learning & Development

Global networking

Job summary

Pearl Talent is seeking a Customer Support & Operations Associate to own US-timezone support for a fintech client, with 75% customer support and 25% operations. You will manage Zendesk inboxes, respond in writing to trial participants, sites, and enterprise clients, and uphold a one-business-day SLA.

Remote role from LATAM or the Philippines, with invoicing in QuickBooks, and HIPAA certification required or completed before Day 1. Strong English writing (C1+) is essential.

Qualifications

• 1–3 years of customer support in email- or ticket-based environments
• Hands-on experience with Zendesk or comparable ticketing platforms
• Track record of meeting SLA targets
• Experience writing for multiple stakeholder types
• HIPAA certification or completion before Day 1
• Proficiency with Microsoft 365
• C1+ English (written client-facing)

Responsibilities

• Monitor multiple Zendesk inboxes and respond within a one-business-day SLA
• Adapt templated responses to audience and business model
• Escalate with context when payment provider data or specialist input is needed
• Maintain ticket status accuracy and close follow-ups
• Use AI triage tool to speed up resolution
• Handle month-end invoicing and reporting in QuickBooks
• Coordinate equipment procurement and HR admin tasks

Skills

1–3 years experience

Zendesk or similar

SLA-driven support

Written communication

HIPAA certification

Microsoft 365

C1+ English

Tools

Zendesk

Freshdesk

Intercom

Help Scout

QuickBooks

Job description

Pearl Talent is seeking a Customer Support & Operations Associate to own US-timezone support for a fintech client, with 75% customer support and 25% operations. You will manage Zendesk inboxes, respond in writing to trial participants, sites, and enterprise clients, and uphold a one-business-day SLA.

Remote role from LATAM or the Philippines, with invoicing in QuickBooks, and HIPAA certification required or completed before Day 1. Strong English writing (C1+) is essential.