Pearl: Customer Support Specialist - A238
Source: weworkremotely
Headquarters: Buenos Aires, Buenos Aires, Argentina Industry: Healthtech / SaaS Work Arrangement: Remote Job Type: Full-time Work Schedule: CST business hours Locations: Philippines, LATAM, Anywhere remote, with strong English communication skills
About Pearl
Pearl works with top candidates globally, connecting them with leading US and EU startups. Their clients have raised over $5B and are backed by companies like OpenAI, a16z, and Founders Fund. They seek sharp, driven candidates for long-term careers. Hired candidates have been flown to the US and EU and promoted to roles matching onshore positions.
Why Work with Us?
Pearl connects you with exceptional opportunities to work alongside visionary US and EU founders. They focus on roles where you can grow, be challenged, and build meaningful careers.
About the Company
Our client is a fast-growing healthcare technology company providing digital solutions that support clinics and healthcare providers in delivering efficient, compliant, and high-quality patient services. The platform streamlines workflows, resolves operational challenges, and delivers reliable support. The company operates in a highly regulated environment and prioritizes accuracy, responsiveness, and customer trust.
About the Role
The Customer Support Specialist is the first point of contact for customers using a healthcare technology platform. This role focuses on resolving Tier 1 support inquiries, identifying root causes, and delivering timely solutions. It's a fast-paced, evolving environment requiring strong ownership. The role is execution-heavy, customer-facing, and collaborative. Candidates who thrive are proactive, detail-oriented, and comfortable with ambiguity.
Your Impact
You will:
- Maintain customer satisfaction by resolving support inquiries efficiently and accurately.
- Reduce issue resolution time and prevent escalations.
- Improve operational efficiency by identifying recurring issues and contributing to better support processes and documentation.
- Support trust, reliability, and long-term retention for healthcare clients.
Core Responsibilities
- Customer Support & Issue Resolution – 50%
- Serve as the first point of contact for Tier 1 customer inquiries via phone, email, and ticketing systems.
- Investigate, troubleshoot, and resolve issues independently when possible.
- Apply critical thinking to determine whether issues are technical, procedural, or user-driven.
- Escalate cases to Technical Support or management only when appropriate and with complete context.
- Case Documentation & Systems Management – 20%
- Accurately document customer interactions, cases, and resolutions in CRM and internal systems.
- Maintain clear and complete records to ensure operational visibility and continuity.
- Ensure all cases meet quality and compliance standards.
- Process Improvement & Knowledge Management – 20%
- Identify recurring issues, workflow inefficiencies, and knowledge gaps.
- Provide actionable feedback to improve support processes.
- Contribute to the creation and maintenance of Help Center articles, internal documentation, and SOPs.
- Cross-Functional Collaboration – 10%
- Collaborate with internal teams to resolve customer issues effectively.
- Support consistent service delivery across departments.
- Communicate trends or systemic issues to relevant stakeholders.
Requirements
Must-Haves (Required)
- Zendesk
- Salesforce
- Ticketing systems
- Google Workspace
Nice-to-Haves (Preferred)
- Help Center or knowledge base tools
- Internal documentation platforms
Tools Proficiency
Must-Haves (Required)
- Google Docs
- Google Sheets
- Gmail
- Slack
Nice-to-Haves (Preferred)
- Order management platforms
- Fulfillment platforms
- Adobe Photoshop
- Adobe Illustrator
Compensation & Benefits
- Competitive Salary: Based on experience and skills
- Remote Work: Fully remote—work from anywhere
- Performance Bonus: Based on data accuracy, reporting timeliness, and overall sales efficiency
- 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
Recruitment Process
- Application
- Screening
- Skills Assessment
- Top-grading Interview
- Client Interview
- Job Offer
- Client Onboarding
Ready to Join Us?
If this role aligns with your skills and goals, apply now to take the next step in your journey with Pearl.
To apply: https://weworkremotely.com/remote-jobs/pearl-customer-support-specialist-a238