Customer Support Specialist

Summary

Join Pearl Talent as a Tier 1 Customer Support Specialist and contribute to a forward-thinking organization transforming workplace compliance and safety through AI-driven solutions. This fully remote, full-time position requires 3-5 years of customer support experience, strong communication skills, and API troubleshooting expertise. You will help customers via email, chat, and video calls, resolving technical issues and collaborating with other teams to improve the platform. The role offers a generous PTO, direct mentorship, learning and development opportunities, global networking, and flexible hours to support work-life balance. Pearl Talent works with top startups and offers attainable retention bonuses and community-oriented opportunities.

Requirements

• 3–5 years of customer support experience (ideally in SaaS or tech)
• Strong English communication skills (written and spoken)
• Experience fixing issues with APIs
• Familiarity with support tools like Intercom
• Ability to work independently in a fast-paced environment
• Good problem-solving skills and interest in technology
• Steady work history — ideally two years in each job
• Experience working at a startup or a similar fast-moving company

Responsibilities

• Help customers through email, chat, and video calls
• Solve technical issues, especially with APIs
• Respond to customer questions quickly (goal: under one minute)
• Work with Product, Engineering, and Sales teams to fix problems and improve the platform
• Keep customer support guides and documents updated
• Build trust with customers and make sure they feel supported
• Share customer feedback to help improve the product

Preferred Qualifications

• Basic coding knowledge (e.g., reading JSON)
• Experience with AI or compliance solutions
• Experience working with technical systems or APIs
• Previous work with healthcare clients
• Comfortable working in a small, growing team
• Entrepreneurial mindset — starting or running a business is a plus

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