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Catena

Operations Coordinator

Catena

. Respond to B2C lab testing customer inquiries in Intercom and Slack within set response-time targets .

Posted 11/9/2026full-timeRemote • Philippines, Dominican Republic, Mexico, ColombiaJuniorMid-LevelWebsite

Core Competencies

Role fit
Core Competencies

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Demonstrates expertise in customer support operations with a focus on B2C inquiries, process automation, and compliance with HIPAA regulations. Proficient in building workflows and documentation in tools like Intercom and Notion to enhance operational efficiency.

Highest-signal resume keywords
Customer Support OperationsIntercom ExperienceProcess AutomationSOP CreationHIPAA Compliance

ATS Keywords

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Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills
Customer SupportWorkflow AutomationSOP DocumentationIntercom Fin WorkflowsZendesk AIZapierNotionB2C SupportB2B SupportCase Deflection Rate
Soft Skills
CommunicationProblem-SolvingCollaborationTime ManagementAdaptability
Tools & Technologies
IntercomSlackNotionZendeskZapierMake
Industry Keywords
HealthcareLaboratory TestingTelehealthDigital HealthHIPAA

About the role

Key responsibilities & impact
  • Respond to B2C lab testing customer inquiries in Intercom and Slack within set response-time targets
  • Own Saturday and Sunday support coverage so no customer issue waits until Monday
  • Resolve testing, scheduling, and results-related issues, and escalate edge cases with full context
  • Handle patient information in line with HIPAA requirements
  • Document customer and partner workflows as step-by-step SOPs in Notion
  • Build new processes for multiple concurrent client implementations
  • Keep the knowledge base current as products, partners, and policies change
  • Build and refine Intercom Fin workflows to raise case deflection above 70%
  • Increase the support automation rate beyond 60%
  • Build AI-powered workflows to remove manual tasks
  • Connect automations across Intercom, Slack, and Notion
  • Coordinate daily lab partner logistics during the 11:00 AM – 6:00 PM PST partner window
  • Track partner requests and implementation tasks through completion
  • Log partner communication for clean handoffs

Requirements

What you’ll need
  • 2+ years in customer support operations, customer operations, or operations coordination, with at least 1 year at a startup or scale-up
  • Direct customer-facing support experience handling B2C or B2B inquiries through chat, email, or ticketing channels
  • Hands-on Intercom experience (inbox, help center, macros, or workflows)
  • Built at least one automated support or operations workflow (Intercom Fin, Zendesk AI, Zapier, Make, or equivalent) with a measurable result such as case deflection rate, automation rate, or hours saved
  • Created SOPs, process documentation, or knowledge base articles from scratch in Notion or an equivalent wiki, with daily Slack use
  • Available 9:00 AM – 6:00 PM PST, Wednesday – Sunday, including full Saturday and Sunday shifts
  • C1+ English (CEFR) for direct communication with US customers and lab partners
  • Nice-to-have: Intercom Fin AI Agent configuration, including agentic procedures or multi-step workflows
  • Nice-to-have: Healthcare, laboratory testing, telehealth, or digital health operations experience
  • Nice-to-have: Working knowledge of HIPAA-compliant handling of patient data
  • Nice-to-have: Experience supporting both B2C customers and B2B partners in the same role, including partner logistics or implementation coordination

Benefits

Comp & perks
  • Competitive Salary: Based on experience and skills
  • Remote Work: Fully remote—work from anywhere
  • 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