Customer Support & Operations Associate
New
P
Pearl TalentFintech / Clinical Research
Central Luzon, Philippines. Central Visayas, Philippines. Mimaropa, Philippines. Mexico City, Mexico City, Mexico. Bogotá, Bogota, Colombia. Honduras, Santo Domingo, Dominican Republic, EST | 10:00 AM – 6:00 PM (Monday–Friday)Full-TimeMiddle
Salary not disclosed
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Job Details
- Languages
- C1+ English (CEFR)
- Experience
- 1–3 years
- Required Skills
- ZendeskQuickBooksHIPAACustomer support
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 (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.
- Prior experience in healthcare, clinical research, life sciences, or fintech environments preferred.
- QuickBooks, invoicing, or light finance admin experience preferred.
- Familiarity with clinical trial workflows or participant reimbursement processes preferred.
- Exposure to AI-powered support or triage tools preferred.
- Coupa or Tipalti experience preferred.
Responsibilities
- 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).
- Prepare and submit recurring financial reports.
- Coordinate equipment procurement and courier logistics.
- Execute ad hoc HR admin tasks and maintain process documentation.
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