Customer Success Associate (Part Time)

• Schedule: 10-20 hours per week, Monday–Friday
• This role is the “front line” of Pearl, responsible for managing incoming customer outreach and ensuring every user feels supported from the moment they reach out
• Your primary goal is to triage incoming requests via phone and email, resolve “quick-win” support issues, and escalate more complex strategic needs to the appropriate teams
• Queue Management: Act as the first point of contact for all incoming customer inquiries (calls, emails, etc.), ensuring rapid response times
• Triage & Escalate: Assess customer needs and accurately route complex technical or account-level issues to the appropriate CSM or Technical Support specialist
• Simple Support: Resolve “Tier 1” issues, including password resets, basic product navigation questions, and billing inquiries
• Data Integrity: Maintain clean and accurate customer records in our CRM, logging substantive notes and updating contact information
• Product Knowledge: Quickly become an expert in Pearl’s provider-focused product offerings to help educate customers on basic features and benefits
• Customer Advocacy: Identify common “pain points” in the queue and report feedback to the broader team to help improve the overall user experience

Benefits

• Healthcare: Our robust range of PPO and HMO offerings have your dental, vision, and general health covered from day-one
• Ongoing learning: We want our team members to grow with us, so we invest whenever there’s a chance to expand an employee’s skill
• Unlimited vacation: Maintain a healthy work and life balance with unlimited paid time off anytime you need to recharge
• Home office: Wherever you call office, we make sure that you have all the technologies and supplies you need to succeed
• Company gatherings: We work remotely but we play together at annual off-sites, regional team dinners, and virtual happy hours

• We are seeking a customer-centric, energetic, and highly organized Customer Success Associate (Part-Time) to join our team
• This is a queue-based role perfect for someone who thrives in a fast-paced environment and enjoys being a problem-solver
• Adaptability: Ability to stay focused in a remote, fast-paced environment
• Efficiency: Ability to manage a high volume of tasks and work through a pipeline of tickets quickly and accurately
• Customer First Mentality: A positive, “can-do” attitude with a passion for helping people
• Dental Familiarity: While not required, experience in a dental office or an interest in dental technology is a significant plus
• Demonstrated AI Curiosity & Operational Leverage: A proven track record of rapidly adopting and experimenting with emerging technologies (including AI/LLMs) to eliminate manual workflows, iterate quickly, and create scalable systems
• Technical Aptitude: Comfortable working with browsers, spreadsheets, and learning new software quickly
• Communication: Clear, professional, and empathetic verbal and written communication skills
• Builder’s Mindset: You do not wait for perfect processes to be handed to you; you proactively identify bottlenecks and use data, automation, or AI tools to drive team efficiency and reduce single-point-of-failure risks