Operations Coordinator – SR

Job not on LinkedIn

🔥 12 hours ago

🌐 Honduras, Mexico, +2 more countries – Remote

🇭🇳 Honduras – Remote 🇲🇽 Mexico – Remote 🇨🇴 Colombia – Remote 🇵🇭 Philippines – Remote

⏰ Full Time

🟢 Junior

🟡 Mid-level

⚙️ Operations

🚫👨‍🎓 No degree required

👻 Ghost score 25%

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

• Respond to B2C lab testing customer inquiries in Intercom and Slack within set response-time targets • Own Saturday and Sunday support coverage so no customer issue waits until Monday • Resolve testing, scheduling, and results-related issues, and escalate edge cases with full context • Handle patient information in line with HIPAA requirements • Document existing customer and partner workflows as step-by-step SOPs in Notion • Build new processes to support multiple concurrent client implementations • Keep the knowledge base current as products, partners, and policies change • Build and refine Intercom Fin workflows to raise case deflection above the current 70% • Increase the support automation rate beyond the current 60% • Identify manual tasks outside Intercom and build AI-powered workflows to remove them • Connect automations across Intercom, Slack, and Notion • Coordinate daily lab partner logistics during the 11:00 AM – 6:00 PM PST partner window • Track partner requests and implementation tasks through to completion • Log all partner communication so handoffs stay clean

🎯 Requirements

• 2+ years in customer support operations, customer operations, or operations coordination, with at least 1 year at a startup or scale-up • Direct customer-facing support experience handling B2C or B2B inquiries through chat, email, or ticketing channels • Hands-on Intercom experience (inbox, help center, macros, or workflows) • Built at least one automated support or operations workflow (Intercom Fin, Zendesk AI, Zapier, Make, or equivalent) with a measurable result such as case deflection rate, automation rate, or hours saved • Created SOPs, process documentation, or knowledge base articles from scratch in Notion or an equivalent wiki, with daily Slack use • Available 9:00 AM – 6:00 PM PST, Wednesday – Sunday, including full Saturday and Sunday shifts • C1+ English (CEFR) for direct communication with US customers and lab partners • Nice-to-have: Intercom Fin AI Agent configuration, including agentic procedures or multi-step workflows • Nice-to-have: Healthcare, laboratory testing, telehealth, or digital health operations experience • Nice-to-have: Working knowledge of HIPAA-compliant handling of patient data • Nice-to-have: Experience supporting both B2C customers and B2B partners in the same role, including partner logistics or implementation coordination

🏖️ 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

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