{"id":3290260,"url":"https://alion.io/job/catena-remote-customer-support-us-hours","title":"Remote Customer Support (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":"2026-10-29T05:49:05Z"}},"role":"HR","role_family":"HR","seniority":null,"employment_type":"full_time","work_mode":"remote","remote_scope":"stated_countries","remote_scope_basis":"posting_text","remote_working_hours":{"label":"UTC-8 – UTC-5","utc_offset_min":-8,"utc_offset_max":-5},"hiring_geo_confidence":"explicit","locations":["Mexico City, Mexico","Buenos Aires, Argentina"],"countries":["MX","AR"],"hiring_countries":["US"],"hiring_countries_total":1,"salary":{"min":1000,"max":1500,"currency":"USD","period":"month","gross":null,"usd_annual":18000},"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"HubSpot","optional":false},{"name":"Intercom","optional":false},{"name":"Zendesk","optional":false},{"name":"HIPAA","optional":true},{"name":"OpenAI","optional":true}],"status":"live","first_seen_at":"2026-07-21T00:00:00Z","employer_posted_date":"2026-07-21","last_verified_at":"2026-10-29T14:16:07Z","board_verified":true,"closed_at":null,"days_open":100,"trust":{"level":"stale","repost_count":0,"flags":["stale"],"days_open":100},"description":"Work From Anywhere in LATAM and the Philippines\nWork Schedule: Mon-Fri 10:00 AM - 8:00 PM EST | Sat-Sun 12:00 PM - 4:00 PM EST\nCompensation Range: $1,000 - $1,500 USD/month based on experience\nA direct-to-consumer telehealth company in the health optimization space is looking for a Customer Support Concierge to serve as the front line of the patient experience and ensure every customer feels supported from first inquiry through ongoing treatment.\nThe business delivers modern, physician-guided therapy through a fully remote, tech-enabled model, coordinating directly with pharmacy partners to fulfill patient treatment plans. The team is lean, venture-backed, and building its customer experience function from the ground up.\nDay-to-day, this role owns multi-channel inbound support, verifies pharmacy orders against each patient's products and dosages, coordinates with pharmacy partners to resolve fulfillment issues, and follows up with inbound leads to guide them toward starting treatment. Success means a high-touch, accurate, and reliable support operation with measurable lead conversion and minimal order errors.\nRequirements\nMust-Have\n2+ years of experience in customer support, account management, or a concierge-style service role\nHands-on experience with CRM and support platforms (HubSpot, Zendesk, or Intercom)\nProven track record handling inbound support across email, chat, and phone\nExperience verifying order accuracy and coordinating with fulfillment or pharmacy partners\nDemonstrated ownership of lead follow-up and conversion tracking through a pipeline\nExperience building or maintaining SOPs, FAQ documentation, or response templates\nEnglish at C1+ CEFR level (client-facing, voice and written communication required)\nNice-to-Have\nPrior experience in healthcare, telehealth, DTC wellness, or pharmacy operations\nExposure to compliance-sensitive customer environments (HIPAA or similar)\nExperience supporting an early-stage or venture-backed startup\nFamiliarity with health optimization, peptide therapy, or the wellness space\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:\nWatch here: https://www.loom.com/share/863b8e426e6d48309aa8f4ea4c1c94cd\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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