Work From Anywhere in LATAM or the PhilippinesWork Schedule: ET | 9:00 AM – 6:00 PMAbout Pearl TalentPearl 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.Hear why we exist, what we believe in, and who we’re building for:Watch here: https://www.Loom.Com/share/863b8e426e6d48309aa8f4ea4c1c94cdAbout the ClientA fast-growing US healthcare technology company offering direct-to-consumer and B2B laboratory testing is looking for an Operations Coordinator to deliver highly responsive customer support, document scalable processes, and build AI-powered workflows that reduce manual work.The company runs an out-of-pocket testing model with no insurance pre-authorizations and has scaled its customer base significantly in recent months, with four client implementations running in parallel. Its support operation already deflects about 70% of cases through AI, and the team is pushing that number higher.About the RoleDay-to-day, you will work in Slack, Intercom, and Notion, splitting your time across customer support (about 40%), process documentation (30%), AI automation (25%), and B2B partner operations (5%). This is a Wednesday to Sunday role, so you will keep operations moving through the weekend when the rest of the team is offline. Success means fast and consistent response times, documentation others can follow without help,



and a measurable increase in case deflection and automation rates within your first 90 days.Core ResponsibilitiesCustomer Support & CommunicationRespond to B2C lab testing customer inquiries in Intercom and Slack within set response-time targetsOwn Saturday and Sunday support coverage so no customer issue waits until MondayResolve testing, scheduling, and results-related issues, and elevate edge cases with full contextHandle patient information in line with HIPAA requirements (training provided)Process Creation & DocumentationDocument existing customer and partner workflows as step-by-step SOPs in NotionBuild new processes to support multiple concurrent client implementationsKeep the knowledge base current as products, partners, and policies changeAI Automation & Workflow OptimizationBuild 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 themConnect automations across Intercom, Slack, and NotionB2B Partner OperationsCoordinate daily lab partner logistics during the 11:00 AM – 6:00 PM PST partner windowTrack partner requests and implementation tasks through to completionLog all partner communication so handoffs stay cleanRequirementsMust-Have2+ years in customer support operations, customer operations, or operations coordination, with at least 1 year at a startup or scale-upDirect customer-facing support experience handling B2C or B2B inquiries through chat, email,



or ticketing channelsHands-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 savedCreated SOPs, process documentation, or knowledge base articles from scratch in Notion or an equivalent wiki, with daily Slack useAvailable 9:00 AM – 6:00 PM PST, Wednesday – Sunday, including full Saturday and Sunday shiftsC1+ English (CEFR) for direct communication with US customers and lab partnersNice-to-HaveIntercom Fin AI Agent configuration, including agentic procedures or multi-step workflowsHealthcare, laboratory testing, telehealth, or digital health operations experienceWorking knowledge of HIPAA-compliant handling of patient dataExperience supporting both B2C customers and B2B partners in the same role, including partner logistics or implementation coordinationBenefitsCompetitive Salary: Based on experience and skillsRemote Work: Fully remote—work from anywhereTeam Incentives: Recognition for maintaining 100% CRM hygiene and on-time reportingGenerous PTO: In accordance with company policyHealth Coverage for PH-based talents: HMO coverage after 3 months for full-time employeesDirect Mentorship: Guidance from international industry expertsLearning & Development: Ongoing access to resources for professional growthGlobal Networking: Connect with professionals worldwideOur Recruitment ProcessApplicationScreeningSkills AssessmentTopgrading InterviewClient InterviewJob OfferClient Onboarding#J-18808-Ljbffr

📌 Remote Operations Coordinator (Xico)
🏢 Pearl
📍 Xico