Customer Experience Operations Specialist - A258

Industry

Consumer Biotech / Digital Health

Work Arrangement

Fully Remote

Job Type

Full-time

Work Schedule

40+ hours per week
Flexible scheduling required, including potential weekend shifts and short-notice schedule adjustments
UK (BST) and US (EST) time zone coverage based on operational needs

Locations

Philippines

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.

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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 consumer biotech and digital health company focused on expanding access to next-generation healthcare solutions. They operate at the intersection of technology, clinical operations, and patient experience, using modern systems to improve healthcare delivery at scale. The company is highly mission-driven and operates in a fast-paced, execution-focused environment.

Role Overview

The Customer Experience Operations Specialist plays a key role in owning and resolving patient issues across end-to-end telemedicine experience. This role partners closely with clinical, pharmacy, and operations teams to ensure patient concerns are handled accurately, efficiently, and with full accountability. This is an execution-focused operations role centered on case ownership, workflow navigation, and cross-functional coordination in a regulated healthcare environment. Success in this role requires strong problem-solving skills, attention to detail, and comfort operating within structured systems rather than high-volume call handling.

Your Impact:

You will ensure patients receive timely, accurate, and empathetic resolutions to complex issues across billing, orders, prescriptions, and service workflows. Your work will directly reduce dropped cases, service delays, and operational bottlenecks while improving patient trust and satisfaction. By identifying root causes and escalating thoughtfully, you will help strengthen internal workflows and improve cross-functional efficiency across the organization.

Core Responsibilities

Customer Case Ownership & Resolution – 40%

• Own patient cases end-to-end across chat, email, and internal systems until full resolution
• Investigate issues related to billing, orders, accounts, and service workflows
• Navigate multiple tools and workflows without unnecessary handoffs or dropped cases
• Handle complex or sensitive cases with professionalism, empathy, and accountability
• Maintain clear, accurate, and complete documentation across all systems

Operational Troubleshooting & Cross-Functional Coordination – 25%

• Diagnose root causes of issues across operational, clinical, and pharmacy workflows
• Partner with internal teams to unblock cases and drive resolutions forward
• Escalate issues thoughtfully while retaining ownership of outcomes
• Identify service gaps and ensure they are addressed proactively

Patient & Order Operations Support – 20%

• Prepare, review, and organize patient or customer information required for next steps
• Track order, prescription, or service milestones and follow up on delays
• Communicate timelines, requirements, and updates clearly to patients

Voice Support, Escalations & Documentation – 10%

• Handle limited inbound or outbound calls when required to resolve complex cases
• Document escalations, actions taken, and final outcomes accurately

Quality, Compliance & Continuous Improvement – 5%

• Handle sensitive information with strict attention to accuracy, privacy, and compliance
• Identify recurring operational issues and share insights with CX and Operations leads
• Support ongoing workflow and process improvements

Requirements:
Must-Haves (Required)

• 2+ years of experience in customer operations, customer support operations, or CX roles
• Experience owning complex cases end-to-end rather than high-volume call queues
• Strong problem-solving and root-cause analysis skills
• High attention to detail and comfort working within structured systems and workflows
• Excellent written and verbal English communication skills
• Ability to work cross-functionally with clinical, pharmacy, or operations teams
• Comfort handling sensitive or regulated information with professionalism

Nice-to-Haves (Preferred)

• Experience in healthtech, telemedicine, or regulated service environments
• Familiarity with healthcare workflows, prescriptions, or order management
• Experience supporting escalation-heavy or exception-based cases

Tools Proficiency

Must-Haves (Required)

• EHR or healthcare workflow systems
• Customer support or ticketing platforms
• Slack
• Email
• Notion
• Google Workspace

Nice-to-Haves (Preferred)

• CRM or CX platforms
• Scheduling tools
• No-code or automation tools

Benefits:
• 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.