Remote Customer Support & Operations Associate
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What you'll do
- 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.
- Coordinate equipment procurement and courier logistics.
- Execute ad hoc HR admin tasks and maintain process documentation.
What they're looking for
- 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)
- C1+ English (CEFR) — written client-facing correspondence
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
- Coupa or Tipalti experience
Summarised by NextRaise from the employer’s description, which follows in full below.
Full description from employer
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.
Hear why we exist, what we believe in, and who we're building for:
Watch here: https://www.loom.com/share/863b8e426e6d48309aa8f4ea4c1c94cd
About the Client
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
Customer Support (Zendesk)
- 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.
Invoicing & Financial Reporting
- 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)
- C1+ English (CEFR) — written client-facing correspondence
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
- Coupa or Tipalti experience
Benefits
- 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. Apply now to help make specialized healthcare more accessible to patients across the U.S.
Company
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