Customer Support & Operations Associate (Remote - LATAM/Philippines)

About the Role

This role is 75% customer support and 25% operations. Day-to-day, you'll monitor multiple Zendesk inboxes and respond in writing to clinical trial participants, research site staff, and enterprise clients — adapting templated responses to each audience and escalating with clear context when a query needs payment provider data or specialist input. The operations side covers month-end invoicing in QuickBooks, reporting, and equipment and admin coordination. Success means every query acknowledged or resolved within one business day, disciplined inbox hygiene with no dropped threads, and confident, autonomous ownership of the US-hours support function.

Core Responsibilities

Customer Support (Zendesk)

• Monitor multiple support inboxes and respond to participant, research site, and client queries within a one-business-day SLA.
• Adapt templated responses based on business model and audience context.
• Escalate queries requiring payment provider access or technical investigation through documented pathways via MS Teams.
• Maintain ticket status accuracy and close every follow-up loop.
• Use the company's AI triage tool to gather query context and accelerate resolution.

Invoicing & Financial Reporting

• Execute month-end invoicing in QuickBooks and client-specific platforms (Coupa, Tipalti) during the first week of each month.
• Prepare and submit recurring financial reports.
• Coordinate with internal teams on billing discrepancies.

Operations Administration

• Coordinate equipment procurement and courier logistics.
• Execute ad hoc HR admin tasks and maintain process documentation.

Requirements

Must-Have

• 1–3 years of customer support experience in email- or ticket-based environments (not phone-only)
• Hands-on experience with Zendesk or a comparable ticketing platform (Freshdesk, Intercom, Help Scout)
• Track record of SLA-driven support with measurable response or resolution targets
• Experience supporting multiple stakeholder types in writing (end users plus B2B or enterprise clients)
• HIPAA certification, or completion of certification before Day 1
• Working proficiency in Microsoft 365 (Outlook, Teams, SharePoint)
• C1+ English (CEFR) — written client-facing correspondence

Nice-to-Have

• Prior experience in healthcare, clinical research, life sciences, or fintech environments
• QuickBooks, invoicing, or light finance admin experience
• Familiarity with clinical trial workflows or participant reimbursement processes
• Exposure to AI-powered support or triage tools
• Coupa or Tipalti experience

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