Customer Support Representative

Summary

Join Pearl Talent, a recruiting company connecting top candidates with leading startups, and work as a fully remote Customer Support Representative supporting a fast-growing SaaS company revolutionizing the insurance industry. You will be responsible for providing responsive and knowledgeable support across their CRM + AMS platform, troubleshooting and resolving client issues, educating clients on best practices, and collaborating with internal teams. This role offers a competitive salary, generous PTO, direct mentorship, learning and development opportunities, and a flexible work-life balance. The company values client obsession, SaaS with soul, operational excellence, and teamwork. The ideal candidate will have a Salesforce Admin Certification, 2+ years of experience in customer support for SaaS products, and excellent communication skills. This is a full-time, remote position open to candidates based in Argentina.

Requirements

• Salesforce Admin Certification (active and up to date)
• 2+ years of experience in customer support or technical support for SaaS or software products
• Strong problem-solving skills, especially in environments built on Salesforce or similar CRMs
• Excellent verbal and written English communication
• Ability to translate complex system behavior into client-friendly language
• Strong documentation habits and proactive communication with internal teams

Responsibilities

• Triage, troubleshoot, and resolve client issues via Salesforce, email, and chat
• Provide Salesforce-admin-level troubleshooting support—escalating complex issues when appropriate
• Educate clients on best practices for using the company's platform, including workflows, integrations, and automation
• Serve as a product expert capable of translating technical concepts into clear, user-friendly instructions
• Document issues clearly and update internal knowledge bases for continuous team learning
• Identify support trends and collaborate with Product and Engineering to resolve root causes
• Maintain an internal loop with Customer Success Managers and Account Executives to ensure high-touch client support
• Complete onboarding and immersion into the company's Salesforce-based AMS platform
• Shadow existing CSRs to understand tone, expectations, and typical support volumes
• Deep-dive into internal knowledge base, current support SLAs, and past ticket history
• Begin handling low-complexity tickets independently by end of week one
• Set up personal Zendesk dashboard and begin logging response metrics
• Join internal syncs with CSM and Product teams to understand cross-functional dependencies

Preferred Qualifications

• Experience in the insurance, fintech, or agency management software space
• Familiarity with Zendesk, HubSpot, and Jira
• Experience working in a high-growth SaaS environment

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