Work From Anywhere in LATAM or the Philippines

Work Schedule: ET | 9:00 AM – 6:00 PM

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.

Hear why we exist, what we believe in, and who we’re building for:
Watch here: https://www.loom.com/share/863b8e426e6d48309aa8f4ea4c1c94cd

About the Client

A 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 Role

Day-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 Responsibilities

Customer Support & Communication

• Respond to B2C lab testing customer inquiries in Intercom and Slack within set response-time targets
• Own Saturday and Sunday support coverage so no customer issue waits until Monday
• Resolve testing, scheduling, and results-related issues, and escalate edge cases with full context
• Handle patient information in line with HIPAA requirements (training provided)

Process Creation & Documentation

• Document existing customer and partner workflows as step-by-step SOPs in Notion
• Build new processes to support multiple concurrent client implementations
• Keep the knowledge base current as products, partners, and policies change

AI Automation & Workflow Optimization

• Build 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 them
• Connect automations across Intercom, Slack, and Notion

B2B Partner Operations

• Coordinate daily lab partner logistics during the 11:00 AM – 6:00 PM PST partner window
• Track partner requests and implementation tasks through to completion
• Log all partner communication so handoffs stay clean

Requirements

Must-Have

• 2+ years in customer support operations, customer operations, or operations coordination, with at least 1 year at a startup or scale-up
• Direct customer-facing support experience handling B2C or B2B inquiries through chat, email, or ticketing channels
• Hands-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 saved
• Created SOPs, process documentation, or knowledge base articles from scratch in Notion or an equivalent wiki, with daily Slack use
• Available 9:00 AM – 6:00 PM PST, Wednesday – Sunday, including full Saturday and Sunday shifts
• C1+ English (CEFR) for direct communication with US customers and lab partners

Nice-to-Have

• Intercom Fin AI Agent configuration, including agentic procedures or multi-step workflows
• Healthcare, laboratory testing, telehealth, or digital health operations experience
• Working knowledge of HIPAA-compliant handling of patient data
• Experience supporting both B2C customers and B2B partners in the same role, including partner logistics or implementation coordination

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
• Global Networking: Connect with professionals worldwide

Our Recruitment Process

1. Application
2. Screening
3. Skills Assessment
4. Topgrading Interview
5. Client Interview
6. Job Offer
7. 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.