Job Description

Industry

Customer Service and Client Relations (SaaS)

Work Arrangement

Fully Remote

Job Type

Full-Time

Work Schedule

Monday to Friday
Full US Eastern Time (ET) overlap required

Locations

Latin America

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 fast-growing SaaS company operating in the homebuilding and construction technology space. They provide tools that streamline operational workflows, customer communication, and document management for builders and contractors. As they scale, they are investing heavily in customer experience and operational excellence to support a rapidly growing user base.

The Customer Success Specialist will own the company’s customer support inbox and serve as the primary point of contact for all inbound customer communication. This role is critical in ensuring customers receive timely, clear, and empathetic responses that reflect a high standard of service.

You will operate in a highly asynchronous environment, working independently while coordinating closely with internal teams. The role involves not only resolving customer inquiries but also identifying trends, improving documentation, and ensuring smooth handoffs to backend operations.

This is an execution-focused role requiring strong written communication, emotional intelligence, and the ability to manage multiple conversations simultaneously. The ideal candidate is proactive, detail-oriented, and comfortable making decisions without constant supervision.

Your Impact

• You will directly influence customer satisfaction and retention by ensuring every interaction is handled with clarity, empathy, and efficiency. Your ability to manage the support inbox effectively will reduce response times and improve overall customer experience.
• You will contribute to operational efficiency by creating clear internal tickets and improving communication between customer-facing and backend teams. Additionally, you will strengthen the company’s knowledge base, reducing repetitive inquiries and enabling scalable support.
• Your work will help build a reliable, high-quality customer success function that supports long-term growth.

Core Responsibilities

Customer Support Inbox Management – 60%

• Manage all inbound customer inquiries from receipt to resolution
• Respond to customers with clear, professional, and tone-appropriate communication
• Identify and adapt to customer sentiment, especially in sensitive or escalated situations
• Ensure timely responses and maintain inbox organization and prioritization

Knowledge Base Management – 20%

• Identify recurring customer questions and documentation gaps
• Create and update knowledge base articles to improve self-service support
• Maintain accuracy and relevance of all help documentation

Operational Coordination – 15%

• Triage requests requiring backend execution and create detailed tickets
• Provide clear context and instructions for internal teams
• Follow up with customers once requests are completed

Process Improvement & Reporting – 5%

• Identify patterns in customer inquiries and operational requests
• Flag inefficiencies and suggest process or tooling improvements
• Support internal visibility through clear documentation and updates

Requirements

Must-Haves (Required)

• 2+ years of experience in customer support, customer success, or a similar role
• Strong written English communication skills with clarity and precision
• Demonstrated ability to handle customer interactions with empathy and professionalism
• Experience working in async, remote environments with minimal supervision
• Ability to manage high-volume inboxes while maintaining quality and responsiveness
• Commitment to working US Eastern Time hours long-term

Nice-to-Haves (Preferred)

• Experience in SaaS or tech environments
• Knowledge base or documentation writing experience
• Familiarity with ticketing systems and support workflows
• Experience coordinating between customer-facing and backend teams

Tools Proficiency

Must-Haves (Required)

Intercom, Linear, JIRA, Google Workspace, Slack

Nice-to-Haves (Preferred)

Zendesk, Notion, Confluence

Benefits

• 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

Our Recruitment Process

1. Application
2. Screening
3. Skills Assessment
4. Topgrading Interview
5. Client Interview
6. Job Offer
7. Client Onboarding

Ready to Join Us?

If you’re empathetic, organized, and passionate about improving patient experiences through operational excellence, this role is for you. Apply now to help make specialized healthcare more accessible to patients across the U.S.