Pearl Talent is hiring a Customer Support Operations Lead to lead and scale a distributed customer support team supporting US-based healthcare operations. This role exists to ensure operational excellence, consistent service quality, and a high standard of patient experience across all support interactions.
What You'll Do
- Supervise, coach, and develop offshore customer support representatives.
- Conduct regular 1:1s, performance reviews, and structured feedback sessions.
- Manage scheduling, attendance, and adherence to company policies.
- Foster a culture of accountability, collaboration, and psychological safety.
- Ensure consistent achievement of SLAs, KPIs, and CSAT targets.
- Monitor calls, emails, and chats for quality, accuracy, and protocol compliance.
- Handle escalations and resolve complex or sensitive customer issues.
- Identify and implement process improvements to increase efficiency and service quality.
- Lead onboarding and readiness assessments for new hires.
- Deliver ongoing training on workflows, tools, and patient communication standards.
- Coach team members on empathy, clarity, and effective problem-solving.
- Identify skill gaps and proactively address development needs.
- Act as liaison between offshore support teams and US-based stakeholders.
- Communicate policy updates, process changes, and priorities clearly.
- Prepare and share performance reports and operational insights.
- Partner with other team leads to ensure consistency across support channels.
What We're Looking For
- 3+ years of experience in a team lead or supervisory role within customer support or call center environments.
- Proven experience managing remote or offshore teams, preferably in the Philippines.
- Strong understanding of customer service operations, SLAs, and KPIs.
- Excellent communication, coaching, and people-management skills.
- Proficiency with CRM and ticketing systems (e.g., Zendesk).
- Strong problem-solving skills and ability to remain calm under pressure.
- Fluent in written and spoken English.
- Willingness to work flexible hours aligned with US time zones.
Nice to Have
- Healthcare or healthtech support experience.
- Experience managing teams across multiple geographies.
- Exposure to phone-based clinical or patient support workflows.
- Familiarity with QA frameworks or support analytics.
Technical Stack
- Zendesk
- CRM systems
- Email and chat-based support tools
- Slack
- Zoom
- Support QA or analytics tools
Team & Environment
You will manage offshore support representatives, primarily based in the Philippines, while collaborating with cross-functional stakeholders across regions.
Benefits & Compensation
- 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
Work Mode
This is a fully remote role. Primary hiring locations include LATAM: Mexico City (Mexico), Bogotá (Colombia), São Paulo (Brazil), Buenos Aires (Argentina), and the Philippines: Manila, Cebu, Davao, as well as Anywhere Remote.
Pearl Talent is an equal opportunity employer.
