Catena

Customer Support

• 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.

Customer Support Operations Lead

Executive Assistant

• Keep founders and teams focused on strategic priorities by handling personal and professional logistics efficiently.
• Streamline operational workflows and manage ad-hoc requests to maintain smooth daily operations.
• Improve responsiveness and minimize friction by anticipating needs and presenting solutions proactively.
• Contribute to overall team productivity and satisfaction by managing personal and lifestyle-related tasks for founders.
• Handle personal logistics for founders, including appointments, errands, and personal scheduling.
• Coordinate domestic travel, accommodations, and itineraries within the United States.
• Manage gift purchases, personal shopping, and special occasion planning.
• Research and book services, vendors, and experiences across San Francisco and the US.
• Act as a virtual concierge for a wide range of personal needs.
• Respond promptly to ad-hoc requests from founders and team members.
• Coordinate bookings, reservations, and vendor relationships remotely.
• Handle logistics for SF-based activities while working remotely.
• Collaborate with an in-person EA (once hired) on calendar and inbox workflows.
• Support occasional team-wide administrative tasks as needed.
• Identify needs before they are explicitly requested and present solutions proactively.
• Anticipate friction points and resolve them independently.
• Use AI tools and automation to complete tasks efficiently.
• Flag priorities, blockers, or delays clearly and early.
• Maintain clear, concise communication via Slack and async updates.
• Provide status updates and confirm task completion.
• Remain responsive during agreed-upon core hours.
• Communicate proactively when stepping away or reprioritizing tasks.

Virtual Executive Assistant – AI, Technology Startup

• **Core Responsibilities*****Medical Assistance & Clinical Support – 30%***
• - Ensure clinicians have complete and accurate patient information within EHR systems.
• - Support medical charting, lab uploads, and documentation preparation.
• - Triage medical-related support tickets to appropriate clinical teams.
• - Maintain compliance with healthcare data and documentation standards.
• ***Care Coordination & Medication Management – 25%***
• - Coordinate between clinicians, pharmacies, and patients to support prescription fulfillment.
• - Assist with appointment scheduling and clinician–patient coordination when needed.
• - Resolve medication delivery and fulfillment issues proactively.
• - Act as an operational bridge between clinical and pharmacy partners.
• ***Customer Support & Customer Success – 30%***
• - Handle customer inquiries related to billing, shipping, care, and provider questions.
• - Own the end-to-end customer experience from onboarding through ongoing care.
• - Deliver clear, empathetic, and efficient communication across all touchpoints.
• - Manage a limited volume of phone calls for complex issue resolution when required.
• ***Process Improvement & Product Feedback – 15%***
• - Identify repetitive or inefficient workflows and document actionable feedback.
• - Partner with internal teams to support improvements to CX systems and processes.
• - Maintain required compliance certifications (e.g., HIPAA, GDPR) on schedule.

Customer Service Associate, Consumer Biotech – Digital Health

• **Core Responsibilities*****Customer Support & Experience – 30%***
• - Respond to inbound inquiries via email, chat, and ticketing platforms.
• - Resolve questions related to orders, billing, delivery, account access, and program support.
• - Own customer cases end-to-end, ensuring timely resolution and follow-through.
• - Maintain empathetic, professional communication while managing multiple cases concurrently.
• - Accurately document all interactions in internal systems.
• ***Medical Assistance & Care Coordination – 25%***
• - Prepare and organize patient records for clinician review.
• - Upload and manage medical documentation, lab results, and supporting records.
• - Coordinate clinician appointments or follow-ups when required.
• - Ensure patient information is complete, accurate, and ready for clinical action.
• ***Pharmacy & Medication Coordination – 20%***
• - Coordinate with pharmacy partners to ensure prescriptions are processed and delivered on time.
• - Track medication fulfillment and follow up on delays or delivery issues.
• - Communicate medication status, timelines, and next steps clearly to patients.
• - Escalate pharmacy-related issues according to established procedures.
• ***Escalations, Calls & Documentation – 15%***
• - Identify cases requiring escalation and route them according to SOPs.
• - Handle limited inbound or outbound phone calls when requested by patients.
• - Document call outcomes and escalation actions accurately.
• - Follow defined escalation paths and compliance requirements.
• ***Process Improvement, Compliance & Quality – 10%***
• - Identify recurring issues, workflow gaps, and patient pain points.
• - Provide clear feedback to CX leads and internal stakeholders.
• - Handle protected health information with strict attention to privacy and accuracy.
• - Complete required compliance and security training on time.

Customer Service Associate – Healthcare, Telemedicine

Bilingual

• Outbound Patient Engagement – 35%
• Make outbound phone calls to prospective new patients and families
• Conduct follow-ups via email and SMS as needed
• Schedule initial appointments and confirm next steps
• Maintain a professional, empathetic tone during all interactions
• Patient Onboarding & Support – 25%
• Guide families through the full onboarding process
• Address questions, objections, or concerns in real time
• Ensure completion of post-call tasks such as consent forms and document uploads
• Billing & Insurance Communication – 20%
• Clearly explain billing structures and insurance coverage
• Set accurate expectations around payments and timelines
• Handle sensitive financial and healthcare conversations with confidence and empathy
• CRM & Workflow Execution – 15%
• Log all activities, call outcomes, and follow-ups in the CRM
• Track conversion progress and scheduling metrics
• Work independently to meet call and booking targets
• Cross-Functional Feedback – 5%
• Identify recurring patient pain points or technical issues
• Share structured feedback with internal teams
• Flag bugs or system issues impacting patient experience

Bilingual Phone Representative, English – Spanish

Analyst

• Own the full data creation lifecycle from video pre-processing through tagging, QA, and final delivery.
• Ensure datasets meet strict accuracy, consistency, and customer-defined requirements.
• Act as the final decision-maker on ambiguous classifications and edge cases.
• Define, document, and continuously refine data creation and annotation standards.
• Build and maintain QA frameworks that ensure repeatable, high-quality output.
• Identify recurring quality issues and implement corrective processes.
• Lead and manage annotation and review teams to meet quality and delivery targets.
• Set performance benchmarks and provide clear feedback to maintain consistency.
• Scale output while preserving quality standards.
• Partner closely with Machine Learning teams to align datasets with real-world requirements.
• Work with Customer Success teams to ensure timely and accurate dataset delivery.
• Translate customer needs into clear internal execution standards.
• Identify opportunities to automate or streamline tagging, QA, and review workflows.
• Build systems and processes that support growing dataset volume and complexity.

Infrastructure Analyst, Data Creation Owner

QA Engineer

• Design, implement, and maintain automated testing frameworks for web and mobile applications.
• Define and own long-term test coverage strategy and quality benchmarks.
• Identify high-risk product areas and prioritize automation for maximum impact.
• Balance test reliability, execution speed, and coverage as the platform scales.
• Build and expand automated test suites for modern web applications.
• Implement and evolve mobile automation for Android and iOS platforms.
• Write maintainable, scalable, and reliable automated tests.
• Ensure automated tests provide actionable signal rather than noise.
• Partner closely with engineers to align on testing priorities and coverage gaps.
• Integrate automated test execution into CI/CD pipelines where appropriate.
• Consult with engineering teams while owning execution and implementation decisions.
• Perform hands-on manual QA for major releases and high-risk features.
• Quickly learn and navigate applications end-to-end.
• Support comprehensive validation during feature launches.

Automation QA Engineer – Event Management SaaS

Procurement

• Ensure data accuracy and integrity to support sourcing and procurement events.
• Maintain high operational efficiency by coordinating supplier communications and follow-ups.
• Contribute to timely deployment of sourcing events that directly impact organizational buying efficiency.
• Identify gaps in processes and propose improvements to enhance workflow and reduce operational friction.
• Support measurable improvements in supplier response rates, data quality, and deployment execution speed.
• Clean, structure, and validate supplier, product, and quantity data using Excel or Google Sheets.
• Call and follow up with US-based suppliers before and during sourcing events.
• Support the deployment team in executing sourcing events end to end.
• Maintain and update supplier and product records within internal systems.

Operations Specialist – Procurement Execution, Supplier Operations

Operations

• Manage and maintain multiple executive calendars, scheduling meetings and resolving conflicts proactively.
• Coordinate internal and external meetings, prepare agendas, and manage executive correspondence.
• Co-lead and support high-level projects by tracking timelines, follow-ups, and deliverables.
• Prepare reports, presentations, and executive documentation as needed.
• Support executives with patient scheduling and related coordination requirements.
• Liaise with healthcare staff to align priorities and ensure smooth communication.
• Assist with organizing information related to patient care workflows while maintaining accuracy.
• Ensure adherence to HIPAA and healthcare data privacy standards in all administrative tasks.
• Handle sensitive patient and business information with discretion and professionalism.
• Maintain secure documentation and follow compliance-related processes consistently.

Applicant Operations Specialist

• Serve as the first point of contact for Tier 1 customer inquiries via phone, email, and ticketing systems.
• Investigate, troubleshoot, and resolve issues independently when possible.
• Apply critical thinking to determine whether issues are technical, procedural, or user-driven.
• Escalate cases to Technical Support or management only when appropriate and with complete context.
• Accurately document customer interactions, cases, and resolutions in CRM and internal systems.
• Maintain clear and complete records to ensure operational visibility and continuity.
• Ensure all cases meet quality and compliance standards.
• Identify recurring issues, workflow inefficiencies, and knowledge gaps.
• Provide actionable feedback to improve support processes.
• Contribute to the creation and maintenance of Help Center articles, internal documentation, and SOPs.
• Collaborate with internal teams to resolve customer issues effectively.
• Support consistent service delivery across departments.
• Communicate trends or systemic issues to relevant stakeholders.

Customer Support Specialist

Manager

• 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.
• 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.
• 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.
• 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.
• Prepare and share performance dashboards, insights, and recommendations.
• Track key metrics for operational efficiency and customer satisfaction.

Associate Manager – CSR Team Lead, Healthcare Industry

Project Manager

• Your ImpactIn this role, you will:
• - Remove operational load from the founders so they can focus on strategy
• - Align multiple recruitment and internal projects to move forward efficiently
• - Increase visibility, reporting discipline, and accountability across teams
• - Improve operational workflows, ensuring clear ownership and faster decision-making
• - Contribute directly to scaling Pearl’s recruitment and project management systems
• **Areas of Responsibility:****1. Project Ownership & Accountability – 30%**
• - Own Pearl’s project management dashboard (Notion or equivalent)
• - Hold project owners and managers accountable to next steps and timelines
• - Ensure clear ownership, milestones, and measurable progress for all projects
• - Report blockers, risks, and delays to leadership accurately and promptly
• **2. Project Structuring & Best Practices – 20%**
• - Implement and maintain Work Breakdown Structures (WBS) and project documentation
• - Differentiate between projects, tasks, and short-term initiatives for clarity
• - Maintain organized project flows for easy updates and team visibility
• - Adjust frameworks to fit varying project speeds across teams
• **3. Recruitment Project Management – 30%**
• - Manage 7–8+ active recruitment projects simultaneously
• - Track 60+ open requisitions to ensure forward progress
• - Run structured project check-ins (sync and async)
• - Partner with team members to unblock initiatives and maintain momentum
• **4. Founder & Leadership Support – 10%**
• - Take over day-to-day project execution previously managed by founders
• - Escalate only issues that require leadership input
• - Provide concise, actionable updates to directors and leadership
• **5. Process Optimization & Reporting – 10%**
• - Revamp and maintain project dashboards and reporting cadences
• - Improve ease of use for managers to track progress and report effectively
• - Support internal training for managers and project owners to own projects end-to-end

Ecommerce

• Serve as the primary point of contact for 1–2 high-value client accounts.
• Manage approximately 20 active accounts or projects at various stages.
• Maintain professional, clear, and timely client communication.
• Ensure expectations are met across timelines, deliverables, and quality standards.
• Review, edit, and process incoming orders for accuracy and completeness.
• Route orders to appropriate vendors and track fulfillment progress.
• Maintain accurate order documentation, timelines, and records.
• Ensure all milestones are executed on schedule from intake to delivery.
• Act as the main liaison for vendor-side account coordination.
• Manage escalations related to delays, production issues, or discrepancies.
• Collaborate with internal support and operations teams to resolve issues.
• Identify inefficiencies in account and fulfillment workflows.
• Contribute to process improvement initiatives and documentation.

Account Manager – Merchandising, E-commerce Platform

Attorney

• Identify all medical providers involved in a client’s treatment beyond the initially submitted facility.
• Research billing providers and related entities using provider portals, historical requests, and direct outreach.
• Accurately document and add all identified providers into internal admin systems.
• Review incoming Release of Information (ROI) forms and correct missing or incorrect information.
• Create clean, accurate base forms prior to generating submission packets.
• Perform detailed QA checks to ensure provider-specific compliance and completeness.
• Assign requests to appropriate records team members based on workload and utilization.
• Ensure smooth handoff to downstream teams with clear and complete documentation.
• Identify non-standard provider requirements and escalate issues appropriately.
• Resolve conflicting or missing information through coordination with law firm case managers and internal teams.

Legal Intake Specialist

Sales Development Rep

• Drive consistent lead generation by booking 5–8 qualified demos per week for the sales team.
• Contribute insights on objections, market dynamics, and messaging gaps to refine outbound processes.
• Improve pipeline accuracy and reporting, supporting data-driven sales decisions.
• Enhance team efficiency by collaborating on repeatable outreach and qualification workflows.
• Execute high-volume outbound calling campaigns targeting clinics and medical offices.
• Consistently book qualified demos with decision-makers.
• Navigate front desks, office managers, and gatekeepers effectively.
• Maintain accurate activity tracking and outcomes in CRM systems.
• Run outbound sequences across phone, email, SMS, and LinkedIn.
• Leverage power dialers and market-intel platforms to improve contact rates.
• Test messaging and outreach approaches based on performance data.
• Adapt scripts quickly based on coaching and real-time feedback.
• Qualify leads based on clinic size, need, urgency, and buying readiness.
• Ensure demos booked meet defined qualification standards.
• Document notes, objections, and context for sales handoff.
• Maintain pipeline hygiene and reporting accuracy.
• Collaborate with founders and sales leadership during experimentation phase.
• Share insights on objections, messaging gaps, and market signals.
• Iterate rapidly on scripts, targeting, and cadence strategies.
• Contribute to refining repeatable outbound processes.