Operations Coordinator – SR

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

📋 Description

• Address B2C lab testing customer inquiries via Intercom and Slack while meeting established response-time targets.

• Take responsibility for support coverage on Saturdays and Sundays to ensure no customer issue is left unresolved until Monday.

• Troubleshoot testing, scheduling, and results-related problems, escalating edge cases with comprehensive context.

• Manage patient information in compliance with HIPAA regulations.

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

• Develop new processes to facilitate multiple concurrent client implementations.

• Maintain an up-to-date knowledge base as products, partners, and policies evolve.

• Enhance Intercom Fin workflows to improve case deflection above the existing 70% rate.

• Boost the support automation rate beyond the current 60% threshold.

• Identify manual tasks outside of Intercom and design AI-driven workflows to eliminate them.

• Integrate automations across Intercom, Slack, and Notion.

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

• Monitor partner requests and implementation tasks to ensure completion.

• Record all partner communications to maintain smooth handoffs.

⛳️ Requirements

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

• Direct experience in customer-facing support managing 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 (Intercom Fin, Zendesk AI, Zapier, Make, or similar) with measurable outcomes such as case deflection rate, automation rate, or time savings.

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

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

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

• Nice-to-have: Experience 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 patient data handling.

• Nice-to-have: 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 timely 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.