Remote Customer Success Operations Manager for Construction Tech SaaS - A370

Work From Anywhere in LATAM

Work Schedule: EST | Full US Eastern Time overlap required (Monday–Friday) [confirm exact hours against HAC]

Compensation Range: $1500 USD/month based on experience

A fast-growing SaaS company in the homebuilding and construction technology space is looking for an Operations & Project Manager to serve as the operational backbone of its Customer Success team, keeping onboarding, support, and internal workflows running with accuracy and consistency.

The business builds tools that streamline operational workflows, customer communication, and document management for builders and contractors. As it scales, it is investing heavily in customer experience and operational excellence to support a rapidly growing user base across multiple cross-functional teams.

Day-to-day, this role owns the Customer Success inbox and ticketing workflows, drives onboarding and implementation execution, maintains help-center documentation and SOPs, and partners with Product, Engineering, and Operations to reduce manual work. Success means stronger SLA performance, cleaner and more visible operational processes, and scalable systems that sustain a high-quality customer experience as the company grows.

Must-Have

• 5–8 years in Operations, Project Management, or Customer Success Operations within process-driven, high-volume workflow environments
• Hands-on ownership of a support inbox and ticketing workflows, including triage, prioritization, and SLA adherence
• Experience working in SaaS, startup, or high-growth environments managing multiple concurrent workstreams
• Proficiency with Google Workspace, Slack, Loom, and Linear for daily operational execution and coordination
• Demonstrated experience building and maintaining knowledge base / help-center documentation, SOPs, and process tutorials
• Hands-on data entry, validation, and quality assurance experience maintaining operational data integrity
• C1+ English (CEFR) for customer-facing communication and cross-functional coordination with US-based teams

Nice-to-Have

• Experience with Intercom or a comparable customer support / ticketing platform
• Exposure to process automation tools and workflow optimization initiatives
• Hands-on experience with customer onboarding or implementation platforms
• Familiarity with analytics or reporting tools for operational visibility

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: https://www.loom.com/share/863b8e426e6d48309aa8f4ea4c1c94cd

• Competitive Salary: Based on experience and skills

• Remote Work: Fully remote—work from anywhere
• 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

Our Recruitment Process

1. Application
2. Screening
3. Skills Assessment
4. Topgrading Interview
5. Client Interview
6. Job Offer
7. Client Onboarding

Ready to Join Us?

If you’re empathetic, organized, and passionate about improving patient experiences through operational excellence, this role is for you. Apply now to help make specialized healthcare more accessible to patients across the U.S.