Customer Support Executive

Summary

Join Pearl Talent and work as a fully remote, full-time Independent Contractor providing customer support to a London-based legal technology company. You will be responding to inbound Zendesk tickets and live chat inquiries from law firm clients during off-peak UK hours, aligned to US and Asia time zones. The role requires troubleshooting platform issues, interpreting internal documentation, escalating complex issues, and designing SOPs. You will also participate in QA testing and assist with ad-hoc administrative tasks. The company offers competitive salary, generous PTO, direct mentorship, learning and development opportunities, global networking, and work-life balance. The ideal candidate has at least two years of customer support experience, exceptional written English, and is tech-savvy.

Requirements

• Neutral English accent and exceptional written English
• Prior experience in customer support (minimum 2 years), ideally covering graveyard/off-hours
• Tech-savvy with the ability to learn new platforms quickly and provide calm, precise responses
• Strong attention to detail and comfort following particular procedures
• Can work independently and reliably with little supervision during early morning hours

Responsibilities

• Respond to inbound Zendesk tickets and live chat inquiries from law firm clients during off-hours (U.S. and Asia coverage)
• Troubleshoot basic platform issues or user confusion, including document upload errors and account access
• Reference and interpret the company’s internal 100-page guidebook to deliver accurate and helpful support
• Escalate complex issues internally and follow through until resolved
• Design, draft, and implement SOPs for CSR workflows, ticket handling, escalation paths, and resolution standards
• Tag recurring issues for process improvements or documentation updates
• Participate in QA/bug testing when new product iterations are released to flag potential customer-impacting issues before launch
• Assist with ad-hoc admin tasks , including guidebook updates, FAQ documentation, and internal support coordination
• System Onboarding: Learn ILS’ platform functionality, Zendesk workflows, and SOPs
• Shadowing: Observe live support interactions to understand tone and troubleshooting expectations
• Knowledge Base Deep Dive: Study the internal 100-page guidebook and documentation to build platform fluency
• Communication Calibration: Align on tone, language, and etiquette when dealing with high-end legal clients
• Test Tickets & Chat Drills: Practice responding to mock tickets and live scenarios directly with the founding team
• Support Metrics & KPIs : Develop, define, and track relevant KPIs to monitor support performance and identify opportunities for improvement
• Start live coverage by end of Week 1 (with oversight)

Preferred Qualifications

• Background in legal tech or B2B SaaS support
• Experience handling Zendesk , Intercom , or similar ticketing/live chat platforms
• Familiarity with SaaS onboarding flows and knowledge base creation
• Prior exposure to U.S. professional services (especially law or finance)
• Previous leadership or training experience, especially in mentoring CSRs or onboarding new team members

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