Operations Coordinator

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

📋 Description

• Address B2C lab testing customer queries via Intercom and Slack while adhering to established response-time targets.

• Take ownership of support coverage during Saturdays and Sundays to ensure no customer issue is left unresolved until Monday.

• Resolve issues related to testing, scheduling, and results, while escalating edge cases with comprehensive context.

• Manage patient information in compliance with HIPAA regulations.

• Create detailed step-by-step SOPs in Notion to document customer and partner workflows.

• Develop new processes for multiple simultaneous client implementations.

• Maintain an up-to-date knowledge base in response to changes in products, partners, and policies.

• Enhance Intercom Fin workflows to achieve a case deflection rate of over 70%.

• Boost the support automation rate to exceed 60%.

• Create AI-driven workflows to eliminate manual tasks.

• Integrate automations across Intercom, Slack, and Notion.

• Oversee daily lab partner logistics during the 11:00 AM – 6:00 PM PST partner window.

• Monitor partner requests and implementation tasks until completion.

• Document partner communications to ensure seamless handoffs.

⛳️ Requirements

• Minimum of 2 years in customer support operations, customer operations, or operations coordination, with at least 1 year in a startup or scale-up environment.

• Direct experience in customer-facing support handling B2C or B2B inquiries through chat, email, or ticketing systems.

• Practical experience with Intercom (inbox, help center, macros, or workflows).

• Developed at least one automated support or operations workflow (using Intercom Fin, Zendesk AI, Zapier, Make, or similar) demonstrating measurable results such as case deflection rate, automation rate, or hours saved.

• Created SOPs, process documentation, or knowledge base articles from scratch in Notion or a comparable wiki, with regular use of Slack.

• Availability from 9:00 AM – 6:00 PM PST, Wednesday to Sunday, including complete shifts on Saturday and Sunday.

• C1+ English proficiency (CEFR) for effective communication with US customers and lab partners.

• Nice-to-have: Experience in configuring Intercom Fin AI Agent, including agentic procedures or multi-step workflows.

• Nice-to-have: Background in healthcare, laboratory testing, telehealth, or digital health operations.

• Nice-to-have: Familiarity with HIPAA-compliant handling of patient information.

• Nice-to-have: Experience providing support to both B2C customers and B2B partners within 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 timely reporting.

• Generous PTO: In line 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: Continuous access to resources for professional advancement.

• Global Networking: Opportunities to connect with professionals worldwide.