Job description
Work Arrangement: Fully remote, Overlap with EST working hours, US Holidays
Job Type: Full-time
Work Schedule: Monday to Friday, 9:00 AM – 5:00 PM EST (with flexibility based on client/user needs)
Location: Remote, open only to candidates based in Argentina
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.
Why Work with Us?
We mean what we say that we’re building a different recruiting company here. We only work with exceptional founders from the US and EU who care about the long-term success of their team members. We also provide you with attainable 3, 6, 9, 12 month, and beyond retention bonuses in addition to community oriented opportunities like an annual retreat.
About the Company
The company is a fast-growing SaaS company revolutionizing the insurance industry with the most advanced all-in-one CRM and Agency Management System, built entirely on Salesforce. The platform enables modern insurance agencies to accelerate growth, improve productivity, and streamline operations on a single, highly configurable solution. They promote a forward-thinking, agile work environment that values innovation, continuous improvement, and exceptional customer experiences. With a collaborative and remote-friendly culture, the company is deeply committed to transparency, initiative, and long-term client success.
Company Values
- Client Obsession: Our success begins with theirs. The CSR is the first line of defense in ensuring a smooth, efficient, and positive client experience.
- SaaS with Soul: We believe in tech that’s human-centered. The CSR must embody empathy, patience, and clarity in every customer interaction.
- Operational Excellence: Accuracy, accountability, and problem resolution are key to building trust.
- Team Over Ego: No silos. Our CSRs collaborate tightly with Product, Sales, and Engineering to close the loop.
The ideal candidate will align with these values by owning every support ticket with urgency and care, proactively suggesting improvements, and treating each customer interaction as a chance to build lasting loyalty.
Main Functions (Day-to-Day Responsibilities)
The Customer Support Representative will serve as a key player in the company’s client success journey, providing responsive and knowledgeable support across its CRM + AMS platform.
- Triage, troubleshoot, and resolve client issues via Salesforce, email, and chat.
- Provide Salesforce-admin-level troubleshooting support—escalating complex issues when appropriate.
- Educate clients on best practices for using the company’s platform, including workflows, integrations, and automation.
- Serve as a product expert capable of translating technical concepts into clear, user-friendly instructions.
- Document issues clearly and update internal knowledge bases for continuous team learning.
- Identify support trends and collaborate with Product and Engineering to resolve root causes.
- Maintain an internal loop with Customer Success Managers and Account Executives to ensure high-touch client support.
Immediate Tasks (Week 1 Ownership):
- Complete onboarding and immersion into the company’s Salesforce-based AMS platform.
- Shadow existing CSRs to understand tone, expectations, and typical support volumes.
- Deep-dive into internal knowledge base, current support SLAs, and past ticket history.
- Begin handling low-complexity tickets independently by end of week one.
- Set up personal Zendesk dashboard and begin logging response metrics.
- Join internal syncs with CSM and Product teams to understand cross-functional dependencies.
Must-Haves:
- Salesforce Admin Certification (active and up to date)
- 2+ years of experience in customer support or technical support for SaaS or software products
- Strong problem-solving skills, especially in environments built on Salesforce or similar CRMs
- Excellent verbal and written English communication
- Ability to translate complex system behavior into client-friendly language
- Strong documentation habits and proactive communication with internal teams
Nice-to-Haves:
- Experience in the insurance, fintech, or agency management software space
- Familiarity with Zendesk, HubSpot, and Jira
- Experience working in a high-growth SaaS environment
Compensation Package:
- Competitive Salary: To be discussed during the interview
- Remote Work: Fully remote—work from anywhere
- Generous PTO: Ample paid time off to rest and recharge
- Direct Mentorship: Grow through guidance from international industry experts
- Learning & Development: Ongoing access to resources for professional growth
- Global Networking: Work and connect with professionals around the world
- Work-Life Balance: Flexible hours that support a healthy work-life balance
Our Recruitment Process:
- Application
- Screening
- Top-grading Interview
- Skills Assessment
- Client Interview
- Job Offer
- Client Onboarding
Ready to Join Us?
If this role aligns with your skills and career goals, we’d love to hear from you. Apply now to take the next step in your journey with Pearl!
