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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 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 global support operation running smoothly.\nThe 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.\nAbout the Role\nThis role is 75% customer support and 25% operations. 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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.\nCore Responsibilities\nCustomer Support (Zendesk)\nMonitor multiple support inboxes and respond to participant, research site, and client queries within a one-business-day SLA.\nAdapt templated responses based on business model and audience context.\nEscalate queries requiring payment provider access or technical investigation through documented pathways via MS Teams.\nMaintain ticket status accuracy and close every follow-up loop.\nUse the company's AI triage tool to gather query context and accelerate resolution.\nInvoicing & Financial Reporting\nExecute month-end invoicing in QuickBooks and client-specific platforms (Coupa, Tipalti) during the first week of each month.\nPrepare and submit recurring financial reports.\nCoordinate with internal teams on billing discrepancies.\nOperations Administration\nCoordinate equipment procurement and courier logistics.\nExecute ad hoc HR admin tasks and maintain process documentation.\nRequirements\nMust-Have\n1-3 years of customer support experience in email- or ticket-based environments (not phone-only)\nHands-on experience with Zendesk or a comparable ticketing platform (Freshdesk, Intercom, Help Scout)\nTrack record of SLA-driven support with measurable response or resolution targets\nExperience supporting multiple stakeholder types in writing (end users plus B2B or enterprise clients)\nHIPAA certification, or completion of certification before Day 1\nWorking proficiency in Microsoft 365 (Outlook, Teams, SharePoint)\nC1+ English (CEFR) - written client-facing correspondence\nNice-to-Have\nPrior experience in healthcare, clinical research, life sciences, or fintech environments\nQuickBooks, invoicing, or light finance admin experience\nFamiliarity with clinical trial workflows or participant reimbursement processes\nExposure to AI-powered support or triage tools\nCoupa or Tipalti experience\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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