Customer Support & Operations Associate

Job not on LinkedIn

🔥 1 minute ago

🌐 Mexico, Colombia, +3 more countries – Remote

🇲🇽 Mexico – Remote 🇨🇴 Colombia – Remote 🇦🇷 Argentina – Remote 🇵🇪 Peru – Remote 🇵🇭 Philippines – Remote

⏰ Full Time

🟢 Junior

🟡 Mid-level

💝 Customer Support

👻 Ghost score 25%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Catena

WebsiteLinkedInAll Job Openings

1 - 10 employees

💼 Consulting

🏥 Healthcare

📦 Logistics

Consulting • Healthcare • Logistics

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

• Continuously monitor multiple support inboxes and respond to participant, research site, and client queries within one business day SLA • Use templated responses and adapt tone and content based on business model context and individual audience needs • Leverage the company's AI triage tool to gather query information and accelerate resolution workflows • Escalate queries requiring payment provider access, technical investigation, or specialized input via documented pathways • Execute month-end invoicing workflows in QuickBooks during the first week of each month • Prepare and submit financial reports as required by operations workflows • Coordinate with finance/ops team on billing discrepancies or client questions • Coordinate equipment procurement and courier logistics for staff and client needs • Execute ad hoc HR administration tasks and maintain process documentation • Work independently during portions of the day when the UK team is offline, with overlap time to collaborate via MS Teams • Own the US-timezone support function for clinical trial participants, research sites, and enterprise clients via Zendesk email • Meet a one-business-day SLA, adapt templates accurately, and ensure no missed follow-ups

🎯 Requirements

• 1–3 years of customer support experience with demonstrated email-based or ticketing system proficiency • Proven experience with Zendesk or comparable ticketing platforms (Freshdesk, Intercom, Help Scout) • Excellent written English at C1+ CEFR level—client-facing communication must be grammatically precise, clear, and professionally adaptable • HIPAA certification or commitment to obtain before Day 1 • Demonstrated ability to work independently and autonomously, managing multi-inbox workloads with minimal real-time supervision • Strong organizational skills: capacity to monitor multiple inboxes, maintain ticket statuses, prioritize queries, and follow up proactively • Clear escalation communication—ability to find information across documentation and escalate blockers with sufficient context • Prior experience in healthcare, clinical research, life sciences, fintech, or regulated industry environments • Familiarity with clinical trial workflows, participant reimbursement processes, or healthcare SaaS platforms • Experience with invoicing platforms, QuickBooks, or light accounting workflows • Prior exposure to AI-powered support tools or automation frameworks • Multi-year tenure in previous customer support roles

🏖️ 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