Customer Success Specialist
P
PearlCustomer Service and Client Relations (SaaS)
Latin America, US Eastern Time (ET) overlap requiredFull-TimeMiddle
Salary not disclosed
Apply NowOpens the employer's application page
Job Details
- Languages
- English
- Experience
- 2+ years
- Required Skills
- JiraGoogle WorkspaceSlack
Requirements
- 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
- Proficiency with Intercom
- Proficiency with Linear
- Proficiency with JIRA
- Proficiency with Google Workspace
- Proficiency with Slack
Responsibilities
- 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
- 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
- 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
- Identify patterns in customer inquiries and operational requests
- Flag inefficiencies and suggest process or tooling improvements
- Support internal visibility through clear documentation and updates
View Full Description & ApplyYou'll be redirected to the employer's site
