Customer Success Associate – Part-Time

This is a fully remote position, open to applicants in United States.

📋 Description

• Queue Management: Serve as the initial point of contact for all incoming customer inquiries (calls, emails, etc.), ensuring prompt response times.

• Triage & Escalate: Evaluate customer needs and accurately direct complex technical or account-related issues to the appropriate Customer Success Manager or Technical Support specialist.

• Simple Support: Address "Tier 1" issues, such as password resets, basic product navigation inquiries, and billing questions.

• Data Integrity: Ensure clean and precise customer records in our CRM by documenting substantial notes and updating contact information.

• Product Knowledge: Quickly gain expertise in Pearl’s provider-focused product offerings to assist customers in understanding basic features and benefits.

• Customer Advocacy: Recognize common "pain points" in the queue and relay feedback to the wider team to enhance the overall user experience.

⛳️ Requirements

• Customer First Mentality: A positive, "can-do" attitude combined with a genuine passion for assisting others.

• Efficiency: Capability to handle a high volume of tasks and navigate through a pipeline of tickets swiftly and accurately.

• Communication: Exceptional, professional, and empathetic verbal and written communication abilities.

• Technical Aptitude: Comfortable operating with browsers, spreadsheets, and swiftly learning new software.

• Dental Familiarity: While not mandatory, prior experience in a dental office or a keen interest in dental technology is a notable advantage.

• Adaptability: Ability to maintain focus in a remote, high-paced environment.

• Demonstrated AI Curiosity & Operational Leverage: A proven history of quickly adopting and experimenting with emerging technologies (including AI/LLMs) to streamline manual workflows, iterate rapidly, and establish scalable systems.

• Builder’s Mindset: You proactively identify bottlenecks and employ data, automation, or AI tools to enhance team efficiency and mitigate single-point-of-failure risks, rather than waiting for perfect processes to be provided.

🏝️ Benefits

• Ongoing Training and Development.

• Opportunity for growth.

• A collaborative work environment.

• Competitive hourly compensation.