Job description
Industry
Healthtech / SaaS
Work Arrangement
Remote
Job Type
Full-time
Work Schedule
CST business hours
Locations
- Philippines
- LATAM
- Anywhere remote, with strong English communication skills
About Pearl Talent
Pearl 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.
Hear why we exist, what we believe in, and who we’re building for: WATCH HERE
Why Work with Us?
At 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.
About the Company
Our client is a fast-growing healthcare technology company providing digital solutions that support clinics and healthcare providers in delivering efficient, compliant, and high-quality patient services. The platform enables healthcare teams to streamline workflows, resolve operational challenges, and deliver reliable support across clinical and administrative functions. The company operates in a highly regulated environment and prioritizes accuracy, responsiveness, and customer trust.
Role Overview
The Associate Manager, Customer Support, exists to lead and develop a high-performing customer support team while ensuring compliance with US healthcare standards. This hands-on management role combines operational leadership, coaching, and process improvement to deliver outstanding customer experiences. You will drive measurable improvements in team performance, workflow efficiency, and client satisfaction while working cross-functionally with Product, Operations, and IT teams. The ideal candidate thrives in a fast-paced environment, has prior US healthcare experience, and can independently implement improvements without extensive onboarding.
Your Impact:
- Ensure high-quality customer support and maintain strong satisfaction metrics across US healthcare clients.
- Drive process optimization, documentation, and workflow improvements for operational efficiency.
- Build, coach, and develop a team that consistently meets or exceeds performance goals.
- Provide actionable insights to leadership based on performance data and team feedback.
- Support cross-functional collaboration to resolve escalations and improve customer experiences.
Core Responsibilities
Team Leadership & Development – 40%
- Lead, coach, and support a team of customer support agents to ensure high performance.
- Conduct regular audits, quality reviews, and performance coaching sessions.
- Manage onboarding, training, and ongoing development initiatives for team members.
- Identify knowledge gaps and develop SOPs and training materials.
Process Improvement & Operations – 30%
- Drive initiatives to optimize workflows, standardize procedures, and improve efficiency.
- Collect feedback and performance data to identify trends and improvement opportunities.
- Partner with cross-functional teams (Product, Operations, IT) to enhance processes.
Customer Experience & Compliance – 20%
- Ensure adherence to healthcare policies, procedures, and best practices.
- Support escalations and complex client inquiries with operational judgment.
- Monitor and maintain service quality standards across the team.
Reporting & Analytics – 10%
- Prepare and share performance dashboards, insights, and recommendations.
- Track key metrics for operational efficiency and customer satisfaction.
Must-Haves (Required):
- 3+ years of experience managing or leading customer support/service teams.
- Prior experience in US healthcare customer support strongly preferred.
- Ability to immediately step into a management role with minimal ramp-up.
- Proficiency with Salesforce.
- Strong analytical, strategic thinking, and problem-solving skills.
- Excellent written and verbal communication skills.
- Proven ability to lead, motivate, and develop teams in fast-paced environments.
Nice-to-Haves (Preferred):
- Experience in regulated healthcare or healthtech environments.
- Familiarity with process improvement frameworks and workflow optimization.
- Exposure to training and development program design.
- Knowledge of additional CRM, reporting, or analytics platforms.
- Google Workspace, Slack, Zoom, Asana, Canva, Figma, Tableau, Zapier
Tools Proficiency
Must-Haves (Required):
- Salesforce
Nice-to-Haves (Preferred):
Google Workspace, Slack, Zoom, Asana, Canva, Figma, Tableau, Zapier
Competitive Salary: Based on experience and skills
Remote Work: Fully remote—work from anywhere
Performance Bonus: Based on data accuracy, reporting timeliness, and overall sales efficiency
Team Incentives: Recognition for maintaining 100% CRM hygiene and on-time reporting
Generous PTO: In accordance with company policy
Health Coverage for PH-based talents: HMO coverage after 3 months for full-time employees
Direct Mentorship: Guidance from international industry experts
Learning & Development: Ongoing access to resources for professional growth
Global Networking: Connect with professionals worldwide
Our Recruitment Process
- Application
- Screening
- Skills Assessment
- Top-grading Interview
- Client Interview
- Job Offer
- Client Onboarding
Ready to Join Us?
If this role aligns with your skills and goals, apply now to take the next step in your journey with Pearl.
