Customer Support Specialist (US-Timezone) – Clinical Trial Reimbursement Fintech

Pearl Talent connects top global candidates with leading startups in the US and EU, including clients backed by OpenAI, a16z, and Founders Fund. Our clients have collectively raised over $5B.

The client is a venture-backed fintech company specializing in enterprise-grade financial infrastructure for clinical trial reimbursement. They serve pharma sponsors, clinical research organizations, and research sites globally across three models: managed service, white-label SaaS, and embedded integrations. With ~23 employees and recent partnerships scaling platform automation, they are restoring sustainable US-timezone coverage for their growing support volume.

The company culture emphasizes clear communication, proactive problem-solving, and long-term team sustainability. Leadership fosters collaboration and empowers team members to own workflows and drive process improvements as the company scales.

About the Role

You will own the US-timezone support function for clinical trial participants, research sites, and enterprise clients via Zendesk. Your responsibilities include monitoring multiple inboxes, responding with empathy and precision, escalating complex queries with clear context, and maintaining rigorous inbox hygiene. You will work independently during portions of the day when the UK team is offline, with overlap time for collaboration via MS Teams. Beyond support, you will execute month-end invoicing in QuickBooks, coordinate equipment and logistics, and handle ad hoc HR admin tasks. The company is deploying an AI-powered query triage tool—you will be an early adopter.

Success at 30 and 90 days is measured by confident, autonomous responses to queries within a one-business-day SLA, accurate template adaptation for different audiences, and no missed follow-ups.

Core Responsibilities

Customer Support & Zendesk Operations (75%)

• Continuously monitor multiple support inboxes and respond to participant, research site, and client queries within a one-business-day SLA
• Use templated responses and adapt tone and content based on business model context (managed service, white-label SaaS, embedded integration) and individual audience needs
• Leverage the company's AI triage tool to gather query information and accelerate resolution workflows
• Escalate queries requiring payment provider access, technical investigation, or specialized input via documented pathways using clear context and sufficient background

Invoicing & Financial Reporting (15%)

• Execute month-end invoicing workflows in QuickBooks during the first week of each month
• Prepare and submit financial reports as required by operations workflows
• Coordinate with finance/ops team on billing discrepancies or client questions

Operations Administration (10%)

• Coordinate equipment procurement and courier logistics for staff and client needs
• Execute ad hoc HR admin tasks and maintain process documentation as workflows evolve

Requirements

Must-Have

• 1–3 years of customer support experience with demonstrated email-based or ticketing system proficiency
• Invoicing experience using QuickBooks or a similar accounting/invoicing tool
• Proven experience with Zendesk or comparable ticketing platforms (Freshdesk, Intercom, Help Scout)
• Excellent written English at C1+ CEFR level—client-facing communication must be grammatically precise, clear, and professionally adaptable
• HIPAA certification or commitment to obtain before Day 1
• Demonstrated ability to work independently and autonomously, managing multi-inbox workloads with minimal real-time supervision
• Strong organizational skills: capacity to monitor multiple inboxes, maintain ticket statuses, prioritize queries, and follow up proactively
• Clear escalation communication—ability to find information across documentation and escalate blockers with sufficient context

Nice-to-Have

• Prior experience in healthcare, clinical research, life sciences, fintech, or regulated industry environments
• Familiarity with clinical trial workflows, participant reimbursement processes, or healthcare SaaS platforms
• Experience with invoicing platforms, QuickBooks, or light accounting workflows
• Prior exposure to AI-powered support tools or automation frameworks
• Multi-year tenure in previous customer support roles (demonstrates stability and long-term orientation)

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