Operations Coordinator

About the Role

Catena, operating as Pearl Talent, connects top-tier remote professionals with organizations across the healthcare, real estate, and finance sectors. The company provides both managed services and direct placement, focusing on long-term partnerships. As an Operations Coordinator, you will serve as a link between customer support and operational functionality. This remote role involves maintaining service quality, enhancing internal systems, and driving operational efficiency to ensure high levels of customer satisfaction.

Requirements

• The ideal candidate brings over two years of experience in customer support operations or operations coordination, with at least one year spent in a startup or scale-up environment.
• You should possess hands-on proficiency with Intercom tools, such as the inbox, help center, and workflow configuration, and have a track record of building automated support processes using platforms like Zapier, Make, or Zendesk AI.
• A strong command of English at a C1 level or higher is essential for clear communication with US-based customers and partners.
• You must be comfortable creating comprehensive SOPs and documentation in Notion, and be available to work a Wednesday through Sunday schedule from 9:00 AM to 6:00 PM PST.
• Bonus qualifications include experience with HIPAA compliance, digital health or laboratory operations, and advanced experience with Intercom Fin AI agent configurations.

Responsibilities

• As an Operations Coordinator, your primary responsibility is to manage B2C lab testing inquiries through Slack and Intercom, ensuring all customer issues are resolved promptly, particularly during weekend shifts.
• You will handle complex testing and scheduling issues, escalating matters as necessary while maintaining strict adherence to HIPAA standards regarding patient information.
• A significant portion of your time will be dedicated to process improvement, where you will document workflows in Notion, build AI-powered automations to reduce manual tasks, and refine Intercom workflows to drive case deflection above 70%.
• Additionally, you will be responsible for coordinating daily logistics with lab partners between 11:00 AM and 6:00 PM PST, tracking implementation tasks to completion, and ensuring all partner communications are logged accurately for seamless transitions.

Benefits & Perks

• The role offers a competitive salary based on your experience and skills, alongside the flexibility of working remotely from anywhere.
• You will receive direct mentorship from international industry experts and gain ongoing access to learning and development resources to support your professional growth.
• For employees based in the Philippines, HMO coverage is provided after three months of full-time employment.
• The company also fosters a culture of recognition through team incentives for maintaining high performance and data accuracy, plus a generous paid time off policy and global networking opportunities.