Bilingual Client Success Manager

Industry: Healthcare / Telemedicine / Client Success Work Arrangement: Fully Remote (with overlap in U.S. EST working hours) Job Type: Full-time Work Schedule: Monday to Friday — 40 hours per week, 9:00 AM to 5:00 PM EST Locations: LATAM (Brazil, Colombia, Mexico, Argentina) Philippines Other remote regions with strong English and Spanish communication skills (Bilingual preferred) 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.Hear why we exist, what we believe in, and who we're building for: WATCH HERE 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 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 Overview We'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 Impact You'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 Responsibilities Patient 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.Requirements Must-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 Proficiency Required: 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 Airtable Benefits Competitive 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 balance Our Recruitment Process: Application Screening Skills Assessment Top-grading interview Client Interview Job Offer Client Onboarding Ready 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.