Customer Support Concierge

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Catena

WebsiteLinkedInAll Job Openings

1 - 10 employees

👥 HR Tech

🏢 Enterprise

🎯 Recruiter

HR Tech • Enterprise • Recruitment

Catena, now known as Pearl Talent, is a company that specializes in helping organizations hire top remote talent from overseas, primarily focusing on candidates from the Philippines and Latin America. They offer a rigorous vetting process to ensure they provide highly capable candidates equipped with modern software skills and fluent English proficiency. Pearl Talent provides two main hiring services: Managed Services, which handles compliance, payroll, and training, and Direct Placement for companies that manage hires internally. They focus on long-term retention and quality in their hiring processes, aiming to build high-performing remote teams for a range of industries including healthcare, real estate, and finance.

📋 Description

• Serve as the front line of the patient experience ensuring every customer feels supported from first inquiry through ongoing treatment • Own multi-channel inbound support • Verify pharmacy orders against each patient's products and dosages • Coordinate with pharmacy partners to resolve fulfillment issues • Follow up with inbound leads to guide them toward starting treatment • Maintain a high-touch, accurate support operation with measurable lead conversion and minimal order errors

🎯 Requirements

• 2+ years of experience in customer support, account management, or a concierge-style service role • Hands-on experience with CRM and support platforms (HubSpot, Zendesk, or Intercom) • Proven track record handling inbound support across email, chat, and phone • Experience verifying order accuracy and coordinating with fulfillment or pharmacy partners • Demonstrated ownership of lead follow-up and conversion tracking through a pipeline • Experience building or maintaining SOPs, FAQ documentation, or response templates • English at C1+ CEFR level (client-facing, voice and written communication required) • Nice-to-Have: Prior experience in healthcare, telehealth, DTC wellness, or pharmacy operations • Exposure to compliance-sensitive customer environments (HIPAA or similar) • Experience supporting an early-stage or venture-backed startup • Familiarity with health optimization, peptide therapy, or the wellness space

🏖️ 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