{"id":3290269,"url":"https://alion.io/job/catena-remote-customer-service-representative-us-hours","title":"Remote Customer Service Representative (US Hours)","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":20,"ghost_share":0,"stale_share":1,"repost_share":0,"time_to_fill_p50_days":null,"computed_at":"2026-10-28T05:59:10Z"}},"role":"Customer Success","role_family":"Customer Success","seniority":null,"employment_type":"full_time","work_mode":"remote","remote_scope":"stated_countries","remote_scope_basis":"posting_text","remote_working_hours":{"label":"US time zones","utc_offset_min":-8,"utc_offset_max":-5},"hiring_geo_confidence":"explicit","locations":["Bogotá, Colombia","Mexico City, Mexico","Buenos Aires, Argentina","São Paulo, Brazil","Cape Town, South Africa"],"countries":["CO","MX","AR","BR","ZA"],"hiring_countries":["US"],"hiring_countries_total":1,"salary":null,"salary_estimate":{"min_usd":8500,"max_usd":23000,"period":"year","method":"role_country_seniority_unknown","sample_n":36},"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"HIPAA","optional":false},{"name":"OpenAI","optional":false},{"name":"Airtable","optional":true},{"name":"Asana","optional":true},{"name":"ClickUp","optional":true},{"name":"Freshdesk","optional":true},{"name":"Gmail","optional":true},{"name":"Google Calendar","optional":true},{"name":"Google Workspace","optional":true},{"name":"HubSpot","optional":true},{"name":"Intercom","optional":true},{"name":"Microsoft Office","optional":true},{"name":"Microsoft Teams","optional":true},{"name":"Notion","optional":true},{"name":"Outlook","optional":true},{"name":"Salesforce","optional":true},{"name":"Slack","optional":true},{"name":"Trello","optional":true},{"name":"Zapier","optional":true},{"name":"Zendesk","optional":true}],"status":"live","first_seen_at":"2026-06-04T00:00:00Z","employer_posted_date":"2026-06-04","last_verified_at":"2026-10-29T01:39:33Z","board_verified":true,"closed_at":null,"days_open":147,"trust":{"level":"stale","repost_count":0,"flags":["stale"],"days_open":147},"description":"Department: Customer Service and Client Relations\nWork Arrangement: Remote\nJob Type: Independent Contractor, Full Time\nWork Schedule: US Time Zone (candidate expected to be flexible with the client's preference, including weekends and US holidays during peak seasons)\nLocations: Philippines, LATAM, South Africa, Kenya, and other remote regions with excellent English communication skills\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. 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.\nHear why we exist, what we believe in, and who we're building for:WATCH HERE\nWhy Work with Us?\nAt 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.\nRole Overview\nThe Customer Success Manager serves as the primary point of contact and trusted advisor for clients, ensuring their satisfaction, engagement, and long-term success with company products and services. This role goes beyond support-you'll build strategic relationships, drive product adoption, identify growth opportunities, and act as a bridge between clients and internal teams. Working across diverse industries including healthcare, telemedicine, SaaS, and AI-driven solutions, you'll help clients achieve their business objectives while proactively addressing their needs with empathy, efficiency, and strategic insight.\nYour Impact\nYou'll directly shape client retention, satisfaction, and revenue growth by ensuring every client receives exceptional, personalized support throughout their journey. Your ability to build trust, understand business objectives, and provide strategic guidance will strengthen long-term partnerships and reduce churn. By identifying upsell and cross-sell opportunities, you'll contribute to revenue expansion while improving client outcomes. Your work monitoring usage patterns and gathering feedback will inform product improvements and enhance the overall client experience. In healthcare settings, your compassionate approach will help families navigate care journeys, directly impacting patient satisfaction and clinical outcomes.\nCore Responsibilities\nClient Relationship Management & Strategic Partnership (35%)\nEstablish and maintain strong relationships with assigned clients, becoming their trusted point of contact\nUnderstand clients' business goals, challenges, and needs through regular discovery and consultation\nAct as strategic partner offering proactive solutions aligned with client objectives\nCommunicate regularly with clients via email, phone, video conferences, and other channels\nProvide guidance on how clients can best utilize solutions to meet their specific needs\nBuild rapport and ensure clients feel valued, supported, and heard throughout their journey\nHandle incoming inquiries, support tickets, and scheduling requests promptly and professionally\nClient Onboarding & Product Adoption (30%)\nAssist new clients during onboarding, ensuring smooth implementation and setup\nProvide education and training on product features, benefits, and best practices\nConduct product training sessions to ensure clients are proficient in using offerings\nGuide clients through initial setup with clarity about services, procedures, and expectations\nFacilitate enrollment and verify that all documentation is accurate and complete\nMonitor early adoption patterns and provide proactive support during critical first 90 days\nEnsure clients achieve early wins and understand value proposition clearly\nAccount Growth & Performance Monitoring (20%)\nMonitor and analyze client usage data to identify trends, opportunities, and potential issues\nIdentify opportunities for upselling or cross-selling additional products or services\nCollaborate with sales teams to explore potential growth avenues and expansion opportunities\nTrack and report key performance metrics related to client success and engagement\nProactively address underutilization or engagement drops before they lead to churn\nPresent business reviews showcasing ROI, usage insights, and recommendations\nDrive account expansion through strategic consultation and value demonstration\nIssue Resolution & Cross-Functional Collaboration (10%)\nAct as liaison between clients and internal teams (product, engineering, operations, billing) to resolve issues\nTroubleshoot technical problems and escalate concerns appropriately while maintaining client confidence\nEnsure timely and satisfactory issue resolution to maintain client satisfaction\nPartner with Care Operations, Revenue Operations, and other teams to optimize workflows\nWork cross-functionally to address client needs and remove barriers to success\nAdvocate for clients internally, ensuring their voice influences product and process decisions\nDocumentation, Reporting & Process Improvement (5%)\nMaintain up-to-date client interaction records in CRM and management systems\nGather client feedback to help improve products, services, and internal processes\nCreate and maintain reports on client success metrics and KPIs\nIdentify opportunities to improve internal workflows and contribute to operational efficiency\nSupport compliance requirements (HIPAA in healthcare contexts) and maintain confidentiality\nDocument best practices, success stories, and lessons learned for team knowledge sharing\nRequirements\nMust-Haves (Required)\nExperience: 1-2+ years in customer success, account management, client-facing roles, or related positions (preferably in healthcare, telemedicine, SaaS, or technology-driven environments)\nClient Focus: Proven ability to build and maintain strong relationships with clients and stakeholders\nCommunication: Exceptional written and verbal communication skills with compassionate, professional approach\nStrategic Thinking: Ability to understand client business goals and provide strategic guidance\nProblem-Solving: Strong analytical and conflict-resolution abilities with proactive mindset\nOrganization: Exceptional organizational skills and attention to detail with ability to manage multiple accounts\nTech Proficiency: Proficient in CRM tools, scheduling systems, and modern productivity software\nRemote Work: Self-motivated and adaptable to remote work environments with proven ability to work independently\nData-Driven: Comfortable analyzing usage data and metrics to inform decisions\nAdaptability: High adaptability in fast-paced, technology-driven environments\nNice-to-Haves (Preferred)\nExperience in healthcare, telemedicine, pediatric services, mental health, or behavioral health settings\nFamiliarity with ADHD care, family support services, or clinical workflows\nBackground in SaaS, digital health platforms, or AI-powered solutions\nUnderstanding of provider pain points and healthcare operational challenges\nExperience with account growth, upselling, and revenue expansion\nExposure to HIPAA compliance and handling confidential health information\nProduct training or enablement experience\nExperience conducting business reviews and presenting to stakeholders\nBackground supporting C-level executives or healthcare providers\nFamiliarity with clinical documentation or medical terminology\nTools Proficiency\nMust-Haves (Required)\nCRM Systems: Zendesk, Salesforce, HubSpot, Intercom, or similar platforms\nCommunication: Email (Gmail/Outlook), Slack, Microsoft Teams, Zoom\nScheduling: Calendly, Google Calendar, or equivalent booking systems\nProductivity: Google Workspace (Docs, Sheets, Drive) or Microsoft Office Suite\nVideo Conferencing: Zoom, Google Meet, or Microsoft Teams\nNice-to-Haves (Preferred)\nHealthcare Systems: EMR (Electronic Medical Records) or EHR platforms\nProject Management: Notion, Asana, Airtable, Trello, or ClickUp\nAnalytics: Data visualization tools or business intelligence platforms\nCustomer Education: LMS (Learning Management Systems) or training platforms\nAutomation: Zapier or workflow automation tools\nSupport Ticketing: Advanced knowledge of Zendesk, Freshdesk, or similar platforms\nBenefits\nCompetitive Salary: Based on experience and skills\nRemote Work: Fully remote - work from anywhere\nGenerous PTO: In accordance with company policy\nDirect Mentorship: Access to global industry leaders\nLearning & Development: Continuous growth resources\nGlobal Networking: Work with international teams\n Health Coverage (Philippines only): HMO after 3 months (full-time)\nOur Recruitment Process\n Application \n Short Video Interview\n Skills Assessment\n Top-grading Interview\n Client Matching \n Job Offer \n Onboarding\nReady to Join Pearl Talent?\nIf you're a driven professional ready to work with exceptional founders building the next generation of world-class companies, we'd love to meet you. 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