Work From Anywhere in LATAM or the Philippines

Work Schedule: EST | 10:00 AM – 6:00 PM (Monday–Friday)

About Pearl Talent

Pearl works with the top 1% of candidates from around the world and connects them with the best startups in the US and EU. Our clients have raised over $5B in aggregate and are backed by companies like OpenAI, a16z, and Founders Fund.

A fintech company providing enterprise-grade financial infrastructure for clinical trial participant reimbursement is hiring a Customer Support & Operations Associate to own US-timezone support coverage and keep a growing general support operation running smoothly.

The company serves pharmaceutical sponsors, clinical research organizations, and research sites worldwide through managed service, white-label SaaS, and embedded integration models. The team is lean and collaborative, with documented SOPs, templated workflows, and an AI-powered triage tool in deployment — built for someone who wants ownership from day one.

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
- 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

📌 Remote Customer Support (Bogotá, D.C.)
🏢 Pearl
📍 Bogotá, D.C.