Customer Support Operations Lead

Industry Healthcare / Healthtech / Virtual Care Work Arrangement Remote Job Type Full-time Work Schedule Standard business hours - US Pacific Time (PST) Locations: LATAM: Mexico City (Mexico), Bogotá (Colombia), São Paulo (Brazil), Buenos Aires (Argentina) Philippines: Manila, Cebu, Davao 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 virtual healthcare organization focused on delivering reliable, high-quality patient support through remote-first operations. The company operates in a regulated, patient-sensitive environment and emphasizes service excellence, operational discipline, and empathetic communication across all support channels. Role Overview The Customer Support Operations Team Lead is responsible for leading and scaling a distributed customer support team supporting US-based healthcare operations. This role exists to ensure operational excellence, consistent service quality, and a high standard of patient experience across all support interactions. You will manage offshore support representatives, primarily based in the Philippines, while collaborating with cross-functional stakeholders across regions. The role is both people-focused and execution-heavy, ideal for a calm, empathetic leader who thrives in fast-paced, regulated environments and enjoys building structure within complex workflows. Your Impact You will directly influence patient satisfaction and retention by ensuring support teams consistently meet SLAs, KPIs, and quality standards. Your leadership will improve team performance through structured coaching, clear expectations, and continuous training. You will streamline support workflows and escalation handling, reducing response times and resolution gaps. By serving as a bridge between offshore teams and US stakeholders, you will improve alignment, communication, and operational visibility across the organization. Core Responsibilities Team Leadership & People Management – 35% Supervise, coach, and develop offshore customer support representatives. Conduct regular 1:1s, performance reviews, and structured feedback sessions. Manage scheduling, attendance, and adherence to company policies. Foster a culture of accountability, collaboration, and psychological safety. Operational Excellence – 30% Ensure consistent achievement of SLAs, KPIs, and CSAT targets. Monitor calls, emails, and chats for quality, accuracy, and protocol compliance. Handle escalations and resolve complex or sensitive customer issues. Identify and implement process improvements to increase efficiency and service quality. Training & Development – 20% Lead onboarding and readiness assessments for new hires. Deliver ongoing training on workflows, tools, and patient communication standards. Coach team members on empathy, clarity, and effective problem-solving. Identify skill gaps and proactively address development needs. Cross-Functional Communication & Reporting – 15% Act as liaison between offshore support teams and US-based stakeholders. Communicate policy updates, process changes, and priorities clearly. Prepare and share performance reports and operational insights. Partner with other team leads to ensure consistency across support channels. Requirements Must-Haves (Required) 3+ years of experience in a team lead or supervisory role within customer support or call center environments. Proven experience managing remote or offshore teams, preferably in the Philippines. Strong understanding of customer service operations, SLAs, and KPIs. Excellent communication, coaching, and people-management skills. Proficiency with CRM and ticketing systems (e.g., Zendesk). Strong problem-solving skills and ability to remain calm under pressure. Fluent in written and spoken English. Willingness to work flexible hours aligned with US time zones. Nice-to-Haves (Preferred) Healthcare or healthtech support experience. Experience managing teams across multiple geographies. Exposure to phone-based clinical or patient support workflows. Familiarity with QA frameworks or support analytics. Tools Proficiency Must-Haves (Required) Zendesk CRM systems Email and chat-based support tools Nice-to-Haves (Preferred) Slack Zoom Support QA or analytics tools 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 Application Screening Skills Assessment Top-grading Interview Client Interview Job Offer 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.