Remote Operations Coordinator

Work From Anywhere in LATAM or the Philippines
Work Schedule: ET | 9:00 AM – 6:00 PM
About Pearl Talent

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About the Client
A fast-growing US healthcare technology company offering direct-to-consumer and B2B laboratory testing is looking for an Operations Coordinator to deliver highly responsive customer support, document scalable processes, and build AI-powered workflows that reduce manual work.
The company runs an out-of-pocket testing model with no insurance pre-authorizations and has scaled its customer base significantly in recent months, with four client implementations running in parallel. Its support operation already deflects about 70% of cases through AI, and the team is pushing that number higher.
About the Role
Day-to-day, you will work in Slack, Intercom, and Notion, splitting your time across customer support (about 40%), process documentation (30%), AI automation (25%), and B2B partner operations (5%). This is a Wednesday to Sunday role, so you will keep operations moving through the weekend when the rest of the team is offline. Success means fast and consistent response times, documentation others can follow without help, and a measurable increase in case deflection and automation rates within your first 90 days.
Core Responsibilities
Customer Support & Communication

Respond to B2C lab testing customer inquiries in Intercom and Slack within set response-time targets

Own Saturday and Sunday support coverage so no customer issue waits until Monday

Resolve testing, scheduling, and results-related issues, and escalate edge cases with full context

Handle patient information in line with HIPAA requirements (training provided)

Process Creation & Documentation

Document existing customer and partner workflows as step-by-step SOPs in Notion

Build new processes to support multiple concurrent client implementations

Keep the knowledge base current as products, partners, and policies change

AI Automation & Workflow Optimization

Build and refine Intercom Fin workflows to raise case deflection above the current 70%

Increase the support automation rate beyond the current 60%

Identify manual tasks outside Intercom and build AI-powered workflows to remove them

Connect automations across Intercom, Slack, and Notion

B2B Partner Operations

Coordinate daily lab partner logistics during the 11:00 AM – 6:00 PM PST partner window

Track partner requests and implementation tasks through to completion

Log all partner communication so handoffs stay clean

Requirements

Must-Have

2+ years in customer support operations, customer operations, or operations coordination, with at least 1 year at a startup or scale-up

Direct customer-facing support experience handling B2C or B2B inquiries through chat, email, or ticketing channels

Hands-on Intercom experience (inbox, help center, macros, or workflows)

Built at least one automated support or operations workflow (Intercom Fin, Zendesk AI, Zapier, Make, or equivalent) with a measurable result such as case deflection rate, automation rate, or hours saved

Created SOPs, process documentation, or knowledge base articles from scratch in Notion or an equivalent wiki, with daily Slack use

Available 9:00 AM – 6:00 PM PST, Wednesday – Sunday, including full Saturday and Sunday shifts

C1+ English (CEFR) for direct communication with US customers and lab partners

Nice-to-Have

Intercom Fin AI Agent configuration, including agentic procedures or multi-step workflows

Healthcare, laboratory testing, telehealth, or digital health operations experience

Working knowledge of HIPAA-compliant handling of patient data

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 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

Our Recruitment Process

Application

Screening

Skills Assessment

Topgrading Interview

Client Interview

Job Offer

Client Onboarding

Ready to Join Us?
If you’re empathetic, organized, and passionate about improving patient experiences through operational excellence, this role is for you. Apply now to help make specialized healthcare more accessible to patients across the U.S.
Originally posted on Himalayas