Customer Success Representative

Work Arrangement:
Fully Remote

Job Type:
Independent Contractor, Full-Time

Work Schedule:
40 hours per week, US time zones

Locations:

• Philippines (primary)
• LATAM (Mexico, Colombia, Brazil, Argentina)
• Other remote regions with strong English communication and customer service backgrounds

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.

Hear why we exist, what we believe in, and who we're building for:
WATCH HERE
Why Work with Us?
At Pearl, we're not just another recruiting firm—we connect you with exceptional opportunities to work alongside visionary US and EU founders. Our focus is on placing you in roles where you can grow, be challenged, and build long-term, meaningful careers.

Role Overview
As a Customer Service Representative, you will be the first point of contact for customers, addressing inquiries, resolving issues, and delivering high-quality support across phone, email, and chat channels. This role requires excellent communication skills, a solutions-oriented mindset, and the ability to maintain professionalism and empathy under pressure.

Your Impact
You will play a key role in shaping customer trust and loyalty by providing accurate, timely, and personalized support. Your responsiveness and problem-solving will directly impact customer satisfaction, retention, and the overall success of the service experience.

Core Responsibilities
Customer Support – 60%

• Respond to customer inquiries via phone, email, and chat
• Provide clear, accurate product or service information
• Troubleshoot and resolve customer issues efficiently
• Maintain a polished, empathetic communication tone

Escalations & Reporting – 25%

• Escalate complex cases to supervisors or specialized teams
• Log all customer interactions and case details accurately in the CRM
• Track recurring issues and flag high-priority cases

Continuous Improvement – 15%

• Gather customer feedback and communicate insights to leadership
• Suggest improvements to workflows and processes
• Stay up to date on product or service updates

Requirements
Must-Haves

• 1+ years of customer service experience (voice, email, or chat support)
• Excellent English communication skills—both written and verbal
• Strong problem-solving skills with the ability to remain calm and empathetic
• Experience handling customer inquiries in a fast-paced environment
• Reliable remote setup with stable internet connection

Nice-to-Haves

• Experience using CRM or helpdesk tools (e.g., Zendesk, Freshdesk, Intercom)
• Previous remote or startup experience
• Experience supporting international customer bases

Tools Proficiency
Required

• Google Workspace (Docs, Sheets, Drive)
• Communication tools: Gmail, Slack, Zoom
• CRM or helpdesk systems

Preferred

• Zendesk, Freshdesk, Intercom, or similar tools
• Ticketing systems for support and escalation tracking
• Notion or Airtable for documentation

Benefits
Compensation Package

• Competitive Salary: Based on experience and skills
• Remote Work: Fully remote—work from anywhere with reliable connectivity
• Generous PTO: In accordance with company policy
• Health Coverage for PH-based talents: HMO coverage after 3 months for full-time employees
• Global Networking: Work with a diverse and international team
• Professional Growth: Direct mentorship and ongoing learning opportunities

Our Recruitment Process

• Application
• Screening
• Skills Assessment
• Initial Interview
• Final Interview
• Job Offer
• 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 Talent.