Customer Support & Operations Associate

Job not on LinkedIn

🕒 September 16

🌐 Philippines, Mexico, +2 more countries – Remote

🇵🇭 Philippines – Remote 🇲🇽 Mexico – Remote 🇨🇴 Colombia – Remote 🇩🇴 Dominican Republic – Remote

⏰ Full Time

🟢 Junior

🟡 Mid-level

💝 Customer Support

👻 Ghost score 32%

What it means: the chance that no one is really hiring for this job.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

• Monitor multiple Zendesk support inboxes and respond to participant, research site, and client queries within a one-business-day SLA • Adapt templated responses to the business model and audience context • Escalate queries requiring payment provider access or technical investigation through documented MS Teams pathways • Maintain ticket status accuracy and close every follow-up loop • Use the company’s AI triage tool to gather context and accelerate resolution • Execute month-end invoicing in QuickBooks and client-specific platforms such as Coupa and Tipalti • Prepare and submit recurring financial reports • Coordinate with internal teams on billing discrepancies • Coordinate equipment procurement and courier logistics • Execute ad hoc HR administration tasks and maintain process documentation • Own US-hours support coverage with no dropped threads and acknowledge or resolve every query within one business day

🎯 Requirements

• 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, including end users and B2B or enterprise clients • HIPAA certification, or completion of certification before Day 1 • Working proficiency in Microsoft 365 (Outlook, Teams, SharePoint) • C1+ English (CEFR) for written client-facing correspondence • Prior experience in healthcare, clinical research, life sciences, or fintech environments • QuickBooks, invoicing, or light finance administration 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 • Fully remote work • Team incentives and recognition for maintaining 100% CRM hygiene and on-time reporting • Generous PTO in accordance with company policy • HMO coverage after 3 months for Philippines-based full-time employees • Direct mentorship from international industry experts • Ongoing learning and development resources • Global networking opportunities

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