Customer Support & Operations Associate

This is a fully remote position, open to applicants in Philippines, +3 more countries.

📋 Description

• Oversee multiple Zendesk support inboxes and address participant, research site, and client inquiries within a one-business-day service level agreement (SLA).

• Tailor templated replies to fit the business model and the context of the audience.

• Escalate inquiries that require access to payment providers or technical investigation through established MS Teams channels.

• Ensure accurate ticket status and complete every follow-up loop.

• Utilize the company’s AI triage tool to gather context and expedite resolution.

• Handle month-end invoicing in QuickBooks and client-specific platforms like Coupa and Tipalti.

• Prepare and deliver recurring financial reports.

• Collaborate with internal teams to address billing discrepancies.

• Manage equipment procurement and courier logistics.

• Perform ad hoc HR administrative tasks and maintain process documentation.

• Provide support coverage during US hours, ensuring no threads are dropped and each query is acknowledged or resolved within one business day.

⛳️ Requirements

• 1–3 years of experience in customer support within email or ticket-based environments (not solely phone).

• Practical experience with Zendesk or a similar ticketing system (such as Freshdesk, Intercom, or Help Scout).

• Proven history of SLA-driven support with quantifiable response or resolution objectives.

• Experience in writing support for diverse stakeholder types, including end users and B2B or enterprise clients.

• HIPAA certification or completion of certification prior to Day 1.

• Proficiency in Microsoft 365 (Outlook, Teams, SharePoint).

• C1+ level English (CEFR) for written communication with clients.

• Previous experience in healthcare, clinical research, life sciences, or fintech sectors.

• Familiarity with QuickBooks, invoicing, or light finance administration.

• Understanding of clinical trial workflows or participant reimbursement processes.

• Exposure to AI-driven support or triage tools.

• Experience with Coupa or Tipalti.

🏝️ Benefits

• Competitive salary commensurate with experience and skills.

• Fully remote work opportunity.

• Team incentives and recognition for maintaining 100% CRM hygiene and timely reporting.

• Generous paid time off (PTO) in line with company policy.

• HMO coverage after 3 months for full-time employees based in the Philippines.

• Direct mentorship from global industry experts.

• Continuous learning and development resources.

• Opportunities for global networking.