Work Location: Anywhere in LATAM or the Philippines
Work Schedule: EST | 10:00 AM – 6:00 PM (Monday–Friday)
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.
A fintech company providing enterprise-grade financial infrastructure for clinical trial participant reimbursement is hiring a Customer Support & Operations Associate to own US-timezone support coverage and keep a growing global support operation running smoothly.
The company serves pharmaceutical sponsors, clinical research organizations, and research sites worldwide through managed service, white-label SaaS, and embedded integration models. The team is lean and collaborative, with documented SOPs, templated workflows, and an AI-powered triage tool in deployment — built for someone who wants ownership from day one.
This role is 75% customer support and 25% operations. Day-to-day, you'll monitor multiple Zendesk inboxes and respond in writing to clinical trial participants, research site staff, and enterprise clients — adapting templated responses to each audience and escalating with clear context when a query needs payment provider data or specialist input. The operations side covers month-end invoicing in QuickBooks, reporting, and equipment and admin coordination. Success means every query acknowledged or resolved within one business day, disciplined inbox hygiene with no dropped threads, and confident, autonomous ownership of the US-hours support function.
Customer Support (Zendesk)
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
Invoicing & Financial Reporting
Execute month-end invoicing in QuickBooks and client-specific platforms (Coupa, Tipalti) during the first week of each month
Prepare and submit recurring financial reports
Coordinate with internal teams on billing discrepancies
Operations Administration
Coordinate equipment procurement and courier logistics
Execute ad hoc HR admin tasks and maintain process documentation
Must-Have
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
Nice-to-Have
Prior experience in healthcare, clinical research, life sciences, or fintech environments
QuickBooks, invoicing, or light finance admin experience
Familiarity with clinical trial workflows or participant reimbursement processes
Exposure to AI-powered support or triage tools
Coupa or Tipalti experience
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
Pearl Talent is a recruiting and talent placement firm that connects top global talent with high-growth startups in the US and EU. The company specializes in identifying the top 1% of candidates from around the world and matching them with exceptional opportunities at venture-backed companies. Their client base includes startups that have raised over $5B in aggregate funding and are backed by prominent investors like OpenAI, a16z, and Founders Fund. Pearl focuses on building long-term career relationships, with candidates often receiving opportunities to relocate to the US or EU for on-site work and advancement into roles comparable to onshore positions.
