Customer Success Specialist

Work Arrangement: Remote.Job Type: Independent Contractor, Full-time.Work Schedule: US Time Zones (ET, CT, MT, PT).Locations: Remote (US time zone alignment required).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 look for the sharpest, hungriest candidates who can consistently promote and work with over many years.About the Company: Our client offers a unique digital platform that streamlines the entire home shopping and ownership process for homebuilders and their customers.By centralizing tasks such as contract management, construction tracking, closing, and post-purchase support, the platform enhances operational efficiency while delivering a seamless, branded experience for buyers and homeowners.It enables builders to maintain strong customer relationships, improve satisfaction, and generate long-term value through automated workflows, transparent communication, and ongoing homeowner engagement.Role OverviewAs the Customer Success Specialist, you will lead the setup, optimization, and ongoing management of a modern customer support and knowledge base ecosystem.You'll play a critical role in establishing a shared inbox and ticketing system, creating and maintaining customer-facing support materials, and ensuring that company's customers receive clear, accurate, and timely guidance.This is a high-impact role for someone who thrives in SaaS environments, excels at process-building, and brings a customer-first mindset to every interaction.Your Impact: Your work will directly shape how customers experience—from first onboarding to long-term product adoption.By building efficient support workflows and a high-quality knowledge base, you will reduce customer friction, enable scalable self-service, and empower Customer Success to deliver rapid, consistent, and exceptional support.Core ResponsibilitiesCustomer Success Platform Implementation – Set up and configure a shared inbox and ticketing system.Establish workflows, automation, and escalation rules for efficient ticket processing.Knowledge Base Development – Build a comprehensive, customer-facing knowledge base including help articles, FAQs, and video tutorials.Ensure accuracy, clarity, brand consistency through collaboration with Product and Customer Success teams.Knowledge Base Maintenance – Continuously update articles and tutorials as new features are released.Monitor usage analytics to identify content gaps and improve the self-service experience.Customer Support & Success – Help field customer inquiries with speed, empathy, and accuracy.Serve as a trusted resource to help customers get maximum value from Foundation's platform.Cross-Functional Collaboration – Work with Product Marketing to translate release communications into customer-facing materials.Partner with Engineering and Product to share recurring customer insights and feedback.Requirements – Must Have5–7+ years of experience in Customer Success, Customer Support, or similar roles.Proven experience implementing or managing customer engagement platforms.Excellent written and verbal communication skills (English).Strong project management and organizational skills.Ability to produce high-quality help documentation and video tutorials.Comfort with modern tooling (Google Workspace, Slack, Loom, Linear, etc.).Nice-to-HaveExperience in product marketing or customer education.SaaS, tech startup, or real estate/homebuilding industry background.Familiarity with customer success metrics and best practices.Experience with billing systems, CRMs, or ticketing automation tools.Strong research and reporting skills.Tools Proficiency – RequiredCustomer Engagement / Support Platforms (e.G., Zendesk, Intercom, Help Scout, Freshdesk, HubSpot Service Hub)Knowledge Base / Documentation Tools (e.G., Notion, HelpDocs, Intercom Articles, Zendesk Guide)Communication Tools – Google Workspace (Docs, Sheets, Slides), Slack, Email-based shared inbox systemsVideo Creation & Tutorial Tools – Loom or similar screen recording toolsTools Proficiency – Nice-to-HaveProject Management / Issue Tracking Tools – Linear, Asana, JiraProduct Marketing / Release Communication Tools – Notion, Loom, HubSpotAnalytics Tools – Knowledge-base analytics, Product usage analytics platformsBenefitsCompetitive 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 US-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 ProcessApplicationScreeningSkills AssessmentTop-grading InterviewClient InterviewJob OfferClient OnboardingReady to Join Us?If you're a highly organized professional who thrives in dynamic environments and values both precision and empathy, this role is for you.Join a mission-driven team building a cleaner, fairer energy future — one building at a time.#J-*****-Ljbffr