Customer Service Associate

Industry Consumer Biotech / Digital Health Work Arrangement Fully Remote Job Type Full-time Work Schedule 40+ hours per week Flexible scheduling required, including potential weekend shifts and short-notice schedule adjustments UK (BST) and US (EST) time zone coverage based on operational needs Locations Philippines, LATAM, South Africa, Anywhere Remote 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. They’re looking for the sharpest, hungriest candidates who they can consistently promote and work with over many years. Candidates we’ve hired have been flown out to the US and EU to work with their clients, and even promoted to roles that match folks onshore in the US. Hear why we exist, what we believe in, and who we’re building for: WATCH HERE Why Work with Us? At Pearl, we’re not just another recruiting firm—we connect you with exceptional opportunities to work alongside visionary US and EU founders. Our focus is on placing you in roles where you can grow, be challenged, and build long-term, meaningful careers. About the Company Our client is a fast-growing healthcare technology company operating in the telemedicine space. They build technology-driven solutions that enable scalable, direct-to-patient care while maintaining strict compliance with healthcare regulations. The organization operates in a fast-paced, highly regulated environment and serves patients across multiple regions. Role Overview The Customer Service Associate is a frontline, patient-facing CX role responsible for delivering high-quality customer support across live chat, email, and occasional phone interactions. This role focuses on resolving customer issues end-to-end, navigating complex workflows, and owning patient concerns through to resolution. You will support patients throughout their telemedicine journey by troubleshooting issues, coordinating next steps across internal teams (clinical, pharmacy, operations), and ensuring clear, empathetic communication at every touchpoint. Success in this role requires strong customer service instincts, accountability, and comfort handling difficult conversations in a regulated environment. This role is execution-heavy, detail-oriented, and best suited for individuals who demonstrate role stickiness, learning agility, and a strong sense of ownership in customer-facing work. Your Impact: - Deliver a consistently positive patient experience through timely, empathetic, and accurate support - Reduce friction by fully owning customer issues from first contact to resolution - Build trust with patients by handling sensitive information responsibly and professionally - Contribute to CX improvements by identifying recurring issues and workflow gaps Core Responsibilities Frontline Customer Support & Experience – 40% - Respond to inbound customer inquiries via live chat, email, and ticketing systems - Handle real-time issue resolution, including billing questions, order status, account access, and service concerns - Manage difficult conversations with empathy, professionalism, and confidence - Take full ownership of customer cases end-to-end, including follow-ups and resolution confirmation - Document all interactions accurately and clearly in internal systems Troubleshooting & Case Ownership – 25% - Investigate and resolve customer problems across multiple systems and workflows - Coordinate internally with clinical, pharmacy, and operations teams to unblock issues - Ensure no customer concern is dropped or partially resolved - Escalate issues appropriately while maintaining accountability for outcomes Patient & Order Coordination – 20% - Prepare and organize customer or patient information needed for next steps - Upload and manage required documentation accurately - Track orders, prescriptions, or service milestones and proactively follow up on delays - Clearly communicate timelines, expectations, and updates to customers Calls, Escalations & Documentation – 10% - Handle limited inbound or outbound phone calls when required - Identify cases requiring escalation and follow established SOPs - Accurately document escalation actions and outcomes Compliance, Quality & Continuous Improvement – 5% - Handle sensitive and protected information with strict attention to accuracy and privacy - Identify recurring customer pain points and share feedback with CX leads - Complete required compliance and security training Requirements Must-Haves (Required) - Clear, frontline customer service experience (live chat, calls, issue resolution, difficult conversations) - Demonstrated ability to troubleshoot and own customer problems end-to-end - Strong accountability and reliability in customer-facing roles (CX role stickiness is critical) - Excellent written and spoken English communication skills - Strong attention to detail and ability to manage multiple cases simultaneously - Comfort working across multiple systems and fast-changing workflows Nice-to-Haves (Preferred) - Experience in healthcare, telemedicine, pharmacy, or medical administration. - Familiarity with EHR systems or healthcare ticketing platforms. - Healthcare-related education or training. Tools Proficiency Must-Haves (Required) - Ticketing platforms - Customer support platforms - Internal documentation tools - Secure communication systems - EHR or medical record systems Nice-to-Haves (Preferred) - Workflow automation tools - CRM platforms - Healthcare-specific software Benefits - Competitive Salary: Based on experience and skills - Remote Work: Fully remote—work from anywhere - Performance Bonus: Based on data accuracy, reporting timeliness, and overall sales efficiency - 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 1. Application 2. Screening 3. Skills Assessment 4. Top-grading Interview 5. Client Interview 6. Job Offer 7. Client Onboarding Ready to Join Us? If this role aligns with your skills and goals, apply now to take the next step in your journey with Pearl.