Job description
Industry: eCommerce / Luxury Retail / Customer Success
Work Arrangement: Fully Remote
Job Type: Independent Contractor, Full-time
Work Schedule: Monday–Friday, 7:00 AM – 8:00 PM PST, and Saturday–Sunday, 8:00 AM – 5:00 PM PST (shifting schedule every month; must be open to working weekends and U.S. holidays during peak seasons and special events)
Locations:
- Philippines (primary)
- LATAM (Mexico, Colombia, Brazil, Argentina)
- Other remote regions with strong English communication and customer service backgrounds
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.
Role Overview
We’re looking for a Customer Success Representative to join the team supporting one of the leading luxury floral eCommerce brands in the U.S. You’ll be the front line of customer engagement—ensuring every interaction leaves clients feeling valued and delighted.
You’ll manage orders, resolve issues, and deliver exceptional service across multiple channels while maintaining the brand’s high standards of detail and care. This role is ideal for someone who thrives in a fast-paced, high-touch environment and has a passion for luxury, aesthetics, and building long-term customer relationships.
Your Impact
Your work will directly influence customer satisfaction, loyalty, and revenue growth. By providing top-tier service and creative recommendations, you’ll help turn first-time buyers into lifelong customers—contributing to the company’s continued success and brand reputation.
Core Responsibilities
Customer Relationship Management – 40%
- Serve as the first point of contact via phone, email, and live chat.
- Build rapport with customers and provide personalized floral recommendations.
- Follow up post-purchase to ensure satisfaction and gather feedback.
Order Management & Coordination – 30%
- Process orders accurately through phone and online platforms.
- Coordinate with logistics and floral design teams for timely deliveries.
- Manage order updates, cancellations, and special requests efficiently.
Problem Resolution & Customer Advocacy – 15%
- Address and resolve customer issues promptly and professionally.
- Represent the brand with empathy and composure under pressure.
- Escalate complex cases appropriately while maintaining communication.
Revenue Growth & Upselling – 10%
- Identify upsell and cross-sell opportunities during conversations.
- Promote seasonal offers and premium product lines.
- Earn bonuses for achieving upsell goals (up to $500 per month).
Administrative & Reporting – 5%
- Maintain accurate CRM records of all customer interactions.
- Track recurring inquiries and suggest process improvements.
Must-Have (Required):
- 2+ years of experience in a customer-facing role, ideally in eCommerce, hospitality, or luxury services.
- Experience handling both inbound calls and written communications (email/chat).
- Excellent English communication skills (written and verbal).
- Proven ability to multitask in a fast-paced, high-volume environment.
- Tech-savvy with experience in CRM or order management systems.
- Reliable, high-speed internet connection and professional remote setup.
- Flexibility to work shifting schedules, weekends, and U.S. holidays.
Nice-to-Have (Preferred):
- Experience in floral, gifting, or luxury retail industries.
- Familiarity with Shopify or other eCommerce platforms.
- Bilingual fluency in English and Spanish/French.
- Passion for aesthetics, events, or luxury service excellence.
Tools Proficiency
Required:
- Communication Tools: Gmail, Slack, Zoom
- CRM / Order Management: Shopify, HubSpot, or similar systems
- Customer Support Tools: Zendesk, Gorgias, or Front
- Productivity Tools: Google Workspace (Docs, Sheets, Drive)
Preferred:
- Reporting Tools: Excel or Google Sheets
- AI / Productivity: ChatGPT or Gemini for communication assistance
Compensation Package
- Competitive Salary: Based on experience and skills
- Remote Work: Fully remote—work from anywhere with reliable connectivity
- Generous PTO: In accordance with company policy
- Health Coverage for PH-based talents: HMO coverage after 3 months for full-time employees
- Learning Stipend: For professional development and upskilling
- Order Upsell Bonus: Earn up to $500 monthly for successful upsells
- Global Networking: Work with a diverse and international team
- Professional Growth: Direct mentorship and ongoing learning opportunities
Our Recruitment Process
- Application
- Screening
- Initial Interview
- Skills Assessment
- Final Interview
- Job Offer
- Onboarding
Ready to Join Us?
If you’re passionate about creating memorable customer experiences and want to work with a luxury brand that values creativity, service, and connection—this is your opportunity. Apply now and help us deliver world-class experiences that make every customer interaction bloom.
