Customer Success Specialist - A168

Work Arrangement: Remote
Job Type: Independent Contractor, Full-time
Work Schedule: US Time Zones (ET, CT, MT, or PT)
Locations:

• Open to candidates from LATAM

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.

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, their 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 Overview

As 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 Responsibilities:

1. Customer Success Platform Implementation

• Set up and configure a shared inbox and ticketing system.
• Establish workflows, automation, and escalation rules for efficient ticket processing.

2. Knowledge Base Development

• Build a comprehensive, customer-facing knowledge base including help articles, FAQs, and video tutorials.
• Ensure accuracy, clarity, and brand consistency through collaboration with Product and Customer Success teams.

3. 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.

4. 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.

5. 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.

Must-Have:

• 5–7+ 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-Have:

• Experience in product marketing or customer education.
• SaaS, tech startup, or real estate/homebuilding industry background.
• Familiarity with customer success metrics and best practices.

• Familiarity with billing systems, CRMs, or ticketing automation tools.
• Strong research and reporting skills.

Tools Proficiency

• Required Tools (Strong Proficiency):
• Customer 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 systems
• Video Creation & Tutorial Tools
• Loom or similar screen recording tools
• Nice-to-Have Tool Experience (Bonus):
• Project Management / Issue Tracking Tools
• Linear
• Asana
• Jira
• Product Marketing / Release Communication Tools
  (e.g., Notion, Loom, HubSpot)
• Analytics Tools
• Knowledge-base analytics
• Product usage analytics platforms

• 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

Our Recruitment Process

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

Ready 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.