Bilingual Client Success Manager (US Healthcare Startup Company) - A138

Industry: Healthcare / Telemedicine / Client SuccessWork Arrangement: Fully Remote (with overlap in U.S. EST working hours)Job Type: Full-timeWork Schedule: Monday to Friday — 40 hours per week, 9:00 AM to 5:00 PM ESTLocations: LATAM (Brazil, Colombia, Mexico, Argentina) Philippines Other remote regions with strong English and Spanish communication skills (Bilingual preferred)About Pearl TalentPearl 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 HEREWhy 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 CompanyOur client is a rapidly growing U.S.-based telehealth provider specializing in pediatric and behavioral health services, helping families access personalized care for children with ADHD and related conditions. The organization is mission-driven, combining clinical excellence with compassionate support to ensure every family receives a smooth, empowering care experience.Role OverviewWe’re hiring a Client Success Manager who will serve as the primary point of contact for families, patients, and external inquiries. This role is critical in ensuring every interaction reflects empathy, efficiency, and care.The Client Success Manager will oversee onboarding, scheduling, and support workflows—acting as a bridge between patients and internal teams to ensure each family’s experience is positive and seamless.Your ImpactYou’ll help families navigate their care journey with clarity and compassion—ensuring timely support, smooth appointment management, and a responsive communication process. Your ability to manage details, multitask, and communicate effectively will directly shape the patient experience and strengthen the company’s reputation for exceptional care.Core ResponsibilitiesPatient Support & Ticket Management – 35% Handle incoming patient inquiries and support tickets promptly and efficiently. Use macros and FAQs to provide accurate, consistent responses. Manage appointment rescheduling requests and ensure smooth coordination for patients. Patient Onboarding & Enrollment – 30% Assist new patients during onboarding, ensuring clarity about services and procedures. Provide guidance and reassurance throughout their initial setup. Facilitate enrollment and verify that all documentation is accurate and complete. Cross-Team Collaboration & Process Improvement – 25% Partner with the Care Operations team to optimize scheduling and communication. Work with the Revenue Operations team to address billing or payment inquiries. Identify opportunities to improve internal workflows and contribute to operational efficiency. Documentation & Communication – 10% Maintain up-to-date patient and interaction records in CRM and EMR systems. Communicate professionally with families across multiple channels (email, chat, video). Support compliance and ensure adherence to HIPAA standards.RequirementsMust-Have (Required): 2+ years of experience in customer support or client-facing roles, preferably in healthcare or telemedicine. Proficiency with CRM software (Zendesk), scheduling tools, and patient management systems. Exceptional written and verbal communication skills with a compassionate, patient-first approach. Strong organizational skills and attention to detail. Ability to thrive in a fast-paced, remote environment. Understanding of HIPAA compliance and handling of confidential health information. Nice-to-Have (Preferred) Experience supporting pediatric or mental health services. Familiarity with ADHD care, family support services, or behavioral health settings. Bilingual in English and Spanish (strongly preferred). Comfortable using Slack, Google Workspace, Zoom, and EMR software. Tools ProficiencyRequired CRM Tools: Zendesk, Intercom, or similar Scheduling Tools: Calendly, Google Calendar Communication Tools: Slack, Gmail, Zoom Productivity Tools: Google Workspace (Docs, Sheets, Drive) Preferred Healthcare Systems: EMR or EHR platforms Task Management: Notion, Asana, or AirtableBenefitsCompetitive Salary: Based on experience and skills Remote Work: Fully remote—work from anywhere Health Coverage for PH-based talents: HMO coverage after 3 months for full-time employees Generous PTO: In accordance with company policy Direct Mentorship: Guidance from international industry experts Learning & Development: Ongoing access to resources for professional growth Global Networking: Connect with professionals worldwide Work-Life Balance: Flexible hours that support a healthy balanceOur Recruitment ProcessApplicationScreeningSkills AssessmentTop-grading interviewClient InterviewJob OfferClient OnboardingReady to Join Us?If you’re passionate about improving patient experiences, thrive in a collaborative environment, and want to make a real difference in healthcare access, we’d love to hear from you. Apply now to join a mission-driven team delivering compassionate pediatric care worldwide.