{"id":3834196,"url":"https://alion.io/job/catena-operations-coordinator-b104-sr","title":"Operations Coordinator - B104 (SR)","company":{"id":634,"name":"Catena","domain":"pearltalent.com","url":"https://alion.io/company/catena","size_band":"51-200","is_staffing_agency":true,"employer_type":"agency","is_intermediary":false,"listed_via":null,"ats_vendor":"Workable","truth_index":{"grade":"B","score":75,"open_postings":19,"ghost_share":0,"stale_share":1,"repost_share":0,"time_to_fill_p50_days":26,"computed_at":"2026-11-08T05:47:12Z"}},"role":"Administrative","role_family":"Administrative","seniority":"senior","employment_type":"full_time","work_mode":"remote","remote_scope":"stated_regions","remote_scope_basis":"posting_text","remote_working_hours":{"label":"PST","utc_offset_min":-8,"utc_offset_max":-8},"hiring_geo_confidence":"inferred","locations":[],"countries":[],"hiring_countries":["AR","BR","CO","MX","PH","AI","AG","AW","BS","BB","BZ","BM","BO","VG","BQ","KY","CL","CR","CW","DM","DO","EC","SV","FK","GF","GD","GP","GT","GY","HT","HN","JM","MQ","MS","NI","PA","PY","PE","PR","KN"],"hiring_countries_total":50,"salary":null,"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"HIPAA","optional":false},{"name":"Intercom","optional":false},{"name":"OpenAI","optional":false},{"name":"Slack","optional":false},{"name":"Zapier","optional":false},{"name":"AI Agents","optional":true}],"status":"live","first_seen_at":"2026-11-05T20:27:21Z","employer_posted_date":"2026-11-05","last_verified_at":"2026-11-08T16:00:06Z","board_verified":true,"closed_at":null,"days_open":2,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":2},"description":"Work From Anywhere in LATAM or the Philippines\nWork Schedule: ET | 9:00 AM - 6:00 PM\nAbout Pearl Talent\nPearl 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.\nHear why we exist, what we believe in, and who we’re building for:\nWatch here: https://www.loom.com/share/863b8e426e6d48309aa8f4ea4c1c94cd\nAbout the Client\nA 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.\nThe 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.\nAbout the Role\nDay-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.\nCore Responsibilities\nCustomer Support & Communication\nRespond to B2C lab testing customer inquiries in Intercom and Slack within set response-time targets\nOwn Saturday and Sunday support coverage so no customer issue waits until Monday\nResolve testing, scheduling, and results-related issues, and escalate edge cases with full context\nHandle patient information in line with HIPAA requirements (training provided)\nProcess Creation & Documentation\nDocument existing customer and partner workflows as step-by-step SOPs in Notion\nBuild new processes to support multiple concurrent client implementations\nKeep the knowledge base current as products, partners, and policies change\nAI Automation & Workflow Optimization\nBuild and refine Intercom Fin workflows to raise case deflection above the current 70%\nIncrease the support automation rate beyond the current 60%\nIdentify manual tasks outside Intercom and build AI-powered workflows to remove them\nConnect automations across Intercom, Slack, and Notion\nB2B Partner Operations\nCoordinate daily lab partner logistics during the 11:00 AM - 6:00 PM PST partner window\nTrack partner requests and implementation tasks through to completion\nLog all partner communication so handoffs stay clean\nRequirements\nMust-Have\n2+ years in customer support operations, customer operations, or operations coordination, with at least 1 year at a startup or scale-up\nDirect customer-facing support experience handling B2C or B2B inquiries through chat, email, or ticketing channels\nHands-on Intercom experience (inbox, help center, macros, or workflows)\nBuilt 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\nCreated SOPs, process documentation, or knowledge base articles from scratch in Notion or an equivalent wiki, with daily Slack use\nAvailable 9:00 AM - 6:00 PM PST, Wednesday - Sunday, including full Saturday and Sunday shifts\nC1+ English (CEFR) for direct communication with US customers and lab partners\nNice-to-Have\nIntercom Fin AI Agent configuration, including agentic procedures or multi-step workflows\nHealthcare, laboratory testing, telehealth, or digital health operations experience\nWorking knowledge of HIPAA-compliant handling of patient data\nExperience supporting both B2C customers and B2B partners in the same role, including partner logistics or implementation coordination\nBenefits\n Competitive Salary: Based on experience and skills \n Remote Work: Fully remote-work from anywhere \nTeam Incentives: Recognition for maintaining 100% CRM hygiene and on-time reporting\nGenerous PTO: In accordance with company policy \nHealth Coverage for PH-based talents: HMO coverage after 3 months for full-time employees \n Direct Mentorship: Guidance from international industry experts \n Learning & Development: Ongoing access to resources for professional growth \n Global Networking: Connect with professionals worldwide \nOur Recruitment Process\n Application \n Screening \n Skills Assessment \n Topgrading Interview \n Client Interview \n Job Offer \n Client Onboarding\nReady to Join Us?\nIf you’re empathetic, organized, and passionate about improving patient experiences through operational excellence, this role is for you. 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