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.
Role Overview
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
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
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
- Application
- Screening
- Skills Assessment
- Topgrading Interview
- Client Interview
- Job Offer
- 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.
