Remote Operations Coordinator
New
P
PearlHealthcare technology
Work From Anywhere in LATAM or the Philippines, Available 9:00 AM – 6:00 PM PST, Wednesday – Sunday, including full Saturday and Sunday shifts. Work Schedule: ET | 9:00 AM – 6:00 PMFull-TimeJunior
Salary not disclosed
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Job Details
- Languages
- C1+ English (CEFR)
- Experience
- 2+ years in customer support operations, customer operations, or operations coordination, with at least 1 year at a startup or scale-up
- Required Skills
- SlackNotionHIPAA
Requirements
- Have 2+ years in customer support operations, customer operations, or operations coordination, including at least 1 year at a startup or scale-up.
- Have direct customer-facing support experience handling B2C or B2B inquiries through chat, email, or ticketing channels.
- Have hands-on Intercom experience, such as inbox, help center, macros, or workflows.
- Have built at least one automated support or operations workflow using Intercom Fin, Zendesk AI, Zapier, Make, or an equivalent, with a measurable result.
- Have created SOPs, process documentation, or knowledge base articles from scratch in Notion or an equivalent wiki.
- Use Slack daily.
- Have C1+ English (CEFR) for direct communication with US customers and lab partners.
- Be available 9:00 AM–6:00 PM PST, Wednesday–Sunday, including full Saturday and Sunday shifts.
- 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 B2C customers and B2B partners, including partner logistics or implementation coordination.
Responsibilities
- Respond to B2C lab testing customer inquiries in Intercom and Slack within set response-time targets.
- Own Saturday and Sunday support coverage and resolve testing, scheduling, and results-related issues.
- Escalate edge cases with full context.
- Handle patient information in line with HIPAA requirements.
- Document customer and partner workflows as step-by-step SOPs in Notion.
- Build processes to support multiple concurrent client implementations and keep the knowledge base current.
- Build and refine Intercom Fin workflows to raise case deflection above the current 70%.
- Increase the support automation rate beyond the current 60% and build AI-powered workflows for manual tasks.
- Connect automations across Intercom, Slack, and Notion.
- Coordinate lab partner logistics, track partner requests and implementation tasks, and log partner communications.
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