Work From Anywhere in LATAM
Work Schedule:
Eastern Time │ 10:00 AM – 6:00 PM EST (Monday–Friday, with flexibility for 9:00 AM – 5:00 PM EST)
About Pearl Talent
Pearl works with the top 1% of candidates from around the world and connects them with the best startups in the US and EU. Our clients have raised over $5B in aggregate and are backed by companies like OpenAI, a16z, and Founders Fund.
About the Client
A venture-backed fintech company providing enterprise-grade financial infrastructure for clinical trial reimbursement is expanding their operations team. They serve pharma sponsors, clinical research organizations, and research sites globally across three business models: managed service, white-label SaaS, and embedded integrations. With ~23 employees and recent partnerships scaling platform automation, they're restoring sustainable US-timezone coverage for their growing support volume.
The company culture prioritizes clear communication, proactive problem-solving, and long-term team sustainability. Leadership is collaborative and empowers team members to own their workflows and contribute to process improvements as the company scales.
About the Role
You'll own the US-timezone support function for clinical trial participants, research sites, and enterprise clients via Zendesk email. Your day revolves around monitoring multiple inboxes, responding with empathy and precision, escalating complex queries with clear context, and maintaining rigorous inbox hygiene. You'll work independently during portions of the day when the UK team is offline, with overlap time to collaborate via MS Teams. Beyond support, you'll execute month-end invoicing in QuickBooks, coordinate equipment and logistics, and handle ad hoc HR admin tasks. The company is deploying an AI-powered query triage tool—you'll be an early adopter. Success at 30 and 90 days is the same: confident, autonomous response to queries within one business day SLA,



accurate template adaptation for different audiences, and no missed follow-ups.
Core Responsibilities
Customer Support & Zendesk Operations (75%)
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 (managed service, white-label SaaS, embedded integration) 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 using clear context and sufficient background
Invoicing & Financial Reporting (15%)
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
Operations Administration (10%)
Coordinate equipment procurement and courier logistics for staff and client needs
Execute ad hoc HR admin tasks and maintain process documentation as workflows evolve
Requirements
Must-Have
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
Nice-to-Have
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 (demonstrates stability and long-term orientation)
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
Integral Networking:
Connect with professionals worldwide
Our Recruitment Process
Application
Screening
Skills Assessment
Topgrading Interview
Client Interview
Job Offer
Client Onboarding
Ready to Join Us?
If you're empathetic, organized, and passionate about improving patient experiences through operational excellence, this role is for you. Apply now to help make specialized healthcare more accessible to patients across the U.S.

📌 Remote Customer Support & Operations Associate (Xico)
🏢 Pearl
📍 Xico