Customer Service Representative

Summary

Join Pearl Talent and work as a Customer Service Representative for a Manhattan-based startup transforming the billing and collections industry. This full-time, fully remote position offers a shifting schedule (morning and graveyard shifts) and requires 2-3 years of customer service experience, preferably in billing or tech-driven industries. You will be the primary point of contact for clients, handling inquiries, managing accounts, providing administrative support, and driving process improvements. The role demands proficiency in customer support systems and CRM tools, along with strong communication skills. The company offers a competitive salary, generous PTO, direct mentorship, learning and development opportunities, global networking, and flexible hours.

Requirements

• 2-3 years of customer service experience, preferably in billing or tech-driven industries
• Speaks Spanish and English
• Proficiency in Customer Support Systems (e.g., Zendesk) and CRM tools
• Familiarity with Shopify
• Strong written and verbal communication skills
• Highly detail-oriented and organized
• Ability to stay calm and professional under pressure

Responsibilities

• Respond to customer inquiries via phone, email, and chat promptly and professionally
• Provide solutions to issues, escalating complex concerns when necessary
• Build strong client relationships through consistent follow-ups and support
• Monitor and update customer accounts for accuracy
• Assist in onboarding new clients and guiding them through company systems
• Support clients in navigating the tech-enabled communication platform
• Document interactions and feedback in the CRM system
• Collaborate with the operations team to address recurring issues
• Generate customer satisfaction and issue resolution reports
• Identify trends in client concerns and recommend enhancements
• Collaborate with departments to improve the customer experience
• Develop and refine internal SOPs for the Customer Service Department
• Setting up accounts
• Process improvement
• Assist with manual work/automations - admin work and account creation

Preferred Qualifications

• Startup experience
• Proven experience with upselling
• AR (Accounts Receivable) experience

Benefits

• Remote Work: Fully remote—work from anywhere
• Generous PTO: Ample paid time off to rest and recharge
• Direct Mentorship: Grow through guidance from international industry experts
• Learning & Development: Ongoing access to resources for professional growth
• Global Networking: Work and connect with professionals around the world
• Work-Life Balance: Flexible hours that support a healthy work-life balance