Customer Success Specialist

Summary

Join Pearl Talent as a fully remote Customer Success Specialist, working 40 hours a week with flexible hours. You will focus on conducting introductory calls with potential patients (warm leads) and some provider outreach. This role requires 1+ years of customer service or customer success experience, ideally in healthcare, with some sales exposure. You'll need strong communication skills, CRM proficiency, and the ability to handle high-volume calls. Pearl offers a competitive salary, generous PTO, direct mentorship, learning and development opportunities, global networking, and a focus on work-life balance. The company is dedicated to providing advanced, personalized care for individuals suffering from chronic headaches and migraines.

Requirements

• 1+ years of customer service or customer success experience, ideally in healthcare, with some exposure to sales
• Strong verbal and written communication skills
• Confident in handling objections and thinking on their feet during conversations
• Comfortable using CRM tools
• Highly organized, self-motivated, and results-driven
• Proactive, goal-oriented, and takes full ownership of tasks
• Comfortable with high-volume calls and outreach
• Quick learner, adaptable, and open to coaching
• Curious, eager to understand client needs, and able to build rapport easily

Responsibilities

• Make 10-12 daily calls (30 minutes each) with potential patients, mostly via video (80-90%). Collect patient history, explain Haven’s services, and book appointments when appropriate
• Help contact healthcare providers by sending faxes, emails, and building lists of potential partners
• Quickly and professionally respond to incoming patient questions (all warm leads)
• Address patient concerns, such as insurance or service questions, and provide solutions
• Use screen sharing to gather and confirm patient details
• Maintain at least a 65% conversion rate from intro call to doctor appointment
• Consistently handle 10-12 calls daily (5-6 hours phone time)
• Keep or improve the 70% show rate for intro calls, with 90% converting to appointments
• Share regular feedback and insights to help improve processes and results
• Complete a 2-week training, including supervised calls in the first two weeks
• Learn about headache and migraine conditions to better qualify patients
• Receive continuous coaching and feedback focused on skill-building and performance
• Get familiar with the Company’s mission, values, and services
• Understand the ideal customer profile and key patient pain points
• Launch an initial outreach campaign via cold calls, emails, and LinkedIn
• Shadow senior sales calls to learn engagement strategies and best practices

Preferred Qualifications

• Experience in healthcare tech or working with medical professionals
• Naturally energetic and engaging personality
• Familiarity with sales-driven environments

Benefits

• Competitive Salary: To be discussed during the interview
• 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
• Attainable 3, 6, 9, 12 month, and beyond retention bonuses
• Annual retreat