Customer Support & Operations Associate

This is a fully remote position, open to applicants in Mexico, +4 more countries.

📋 Description

• Continuously oversee various support inboxes, ensuring responses to participant, research site, and client inquiries within a one-business-day SLA.

• Utilize templated responses while adjusting tone and content according to the business model context and the specific needs of the audience.

• Employ the company's AI triage tool to collect query details and enhance resolution workflows.

• Escalate inquiries that necessitate payment provider access, technical investigation, or specialized input through documented channels.

• Carry out month-end invoicing procedures in QuickBooks during the initial week of every month.

• Prepare and submit financial reports as dictated by operational workflows.

• Collaborate with the finance/operations team on billing discrepancies or client inquiries.

• Manage equipment procurement and courier logistics for staff and client requirements.

• Perform ad hoc HR administration tasks and maintain documentation of processes.

• Work independently during parts of the day when the UK team is offline, while also having overlap time for collaboration via MS Teams.

• Take ownership of the US-timezone support for clinical trial participants, research sites, and enterprise clients through Zendesk email.

• Adhere to a one-business-day SLA, accurately adapt templates, and ensure no follow-ups are missed.

⛳️ Requirements

• 1–3 years of experience in customer support, demonstrating proficiency in email-based communication or ticketing systems.

• Proven experience with Zendesk or similar ticketing platforms (Freshdesk, Intercom, Help Scout).

• Excellent written English at C1+ CEFR level—client-facing communication must be grammatically precise, clear, and adaptable to a professional context.

• HIPAA certification or a commitment to obtain it before the first day of work.

• Proven ability to work independently and autonomously, managing multiple inbox workloads with minimal real-time supervision.

• Strong organizational skills: capable of monitoring several inboxes, tracking ticket statuses, prioritizing inquiries, and proactively following up.

• Effective escalation communication—ability to locate information across documentation and escalate issues with adequate context.

• Prior experience in healthcare, clinical research, life sciences, fintech, or regulated industries.

• Familiarity with clinical trial workflows, participant reimbursement processes, or healthcare SaaS solutions.

• Experience with invoicing platforms, QuickBooks, or basic accounting tasks.

• Prior exposure to AI-driven support tools or automation systems.

• Multi-year experience in previous customer support roles.

🏝️ Benefits

• Competitive Salary: Based on experience and expertise.

• Remote Work: Fully remote—work from any location.

• Team Incentives: Acknowledgment for maintaining 100% CRM hygiene and punctual reporting.

• Generous PTO: In accordance with company policy.

• Health Coverage for PH-based talents: HMO coverage available after 3 months for full-time employees.

• Direct Mentorship: Guidance from international industry experts.

• Learning & Development: Continuous access to resources for professional advancement.

• Global Networking: Opportunities to connect with professionals around the world.