Customer Support Specialist - A238
Job Description
Industry
Healthtech / SaaS
Work Arrangement
Remote
Job Type
Full-time
Work Schedule
CST business hours
Locations
- Philippines
- LATAM
- Anywhere remote, with strong English communication skills
About Pearl Talent
Pearl works with the top 1% of candidates from around the world and connects them with the best startups in the US and EU. Our clients have raised over $5B in aggregate and are backed by companies like OpenAI, a16z, and Founders Fund. They’re looking for the sharpest, hungriest candidates who they can consistently promote and work with over many years. Candidates we’ve hired have been flown out to the US and EU to work with their clients, and even promoted to roles that match folks onshore in the US.
Hear why we exist, what we believe in, and who we’re building for: WATCH HERE
Why Work with Us?
At Pearl, we’re not just another recruiting firm—we connect you with exceptional opportunities to work alongside visionary US and EU founders. Our focus is on placing you in roles where you can grow, be challenged, and build long-term, meaningful careers.
About the Company
Our client is a fast-growing healthcare technology company providing digital solutions that support clinics and healthcare providers in delivering efficient, compliant, and high-quality patient services. The platform enables healthcare teams to streamline workflows, resolve operational challenges, and deliver reliable support across clinical and administrative functions. The company operates in a highly regulated environment and prioritizes accuracy, responsiveness, and customer trust.
Role Overview
The Customer Support Specialist serves as the first point of contact for customers using a healthcare technology platform. This role focuses on resolving Tier 1 support inquiries while applying critical thinking and investigative skills to identify root causes and deliver timely solutions. The position operates in a fast-paced, evolving environment and requires strong ownership from initial inquiry through resolution. The role is execution-heavy, customer-facing, and collaborative, working closely with internal teams to ensure consistent and high-quality support delivery. Candidates who thrive are proactive, detail-oriented, and comfortable navigating ambiguity.
Your Impact:
You will play a key role in maintaining customer satisfaction by resolving support inquiries efficiently and accurately. Your work will directly reduce issue resolution time and prevent unnecessary escalations through thorough investigation and documentation. You will help improve operational efficiency by identifying recurring issues and contributing to better support processes and documentation. Your contributions will support trust, reliability, and long-term retention for healthcare clients.
Core Responsibilities
Customer Support & Issue Resolution – 50%
- Serve as the first point of contact for Tier 1 customer inquiries via phone, email, and ticketing systems.
- Investigate, troubleshoot, and resolve issues independently when possible.
- Apply critical thinking to determine whether issues are technical, procedural, or user-driven.
- Escalate cases to Technical Support or management only when appropriate and with complete context.
Case Documentation & Systems Management – 20%
- Accurately document customer interactions, cases, and resolutions in CRM and internal systems.
- Maintain clear and complete records to ensure operational visibility and continuity.
- Ensure all cases meet quality and compliance standards.
Process Improvement & Knowledge Management – 20%
- Identify recurring issues, workflow inefficiencies, and knowledge gaps.
- Provide actionable feedback to improve support processes.
- Contribute to the creation and maintenance of Help Center articles, internal documentation, and SOPs.
Cross-Functional Collaboration – 10%
- Collaborate with internal teams to resolve customer issues effectively.
- Support consistent service delivery across departments.
- Communicate trends or systemic issues to relevant stakeholders.
Requirements
Must-Haves (Required)
- Zendesk
- Salesforce
- Ticketing systems
- Google Workspace
Nice-to-Haves (Preferred)
- Help Center or knowledge base tools
- Internal documentation platforms
Tools Proficiency
Must-Haves (Required)
- Google Docs
- Google Sheets
- Gmail
- Slack
Nice-to-Haves (Preferred)
- Order management platforms
- Fulfillment platforms
- Adobe Photoshop
- Adobe Illustrator
Benefits
- Competitive Salary: Based on experience and skills
- Remote Work: Fully remote—work from anywhere
- Performance Bonus: Based on data accuracy, reporting timeliness, and overall sales efficiency
- Team Incentives: Recognition for maintaining 100% CRM hygiene and on-time reporting
- Generous PTO: In accordance with company policy
- Health Coverage for PH-based talents: HMO coverage after 3 months for full-time employees
- Direct Mentorship: Guidance from international industry experts
- Learning & Development: Ongoing access to resources for professional growth
- Global Networking: Connect with professionals worldwide
Our Recruitment Process
- Application
- Screening
- Skills Assessment
- Top-grading Interview
- Client Interview
- Job Offer
- Client Onboarding
Ready to Join Us?
If this role aligns with your skills and goals, apply now to take the next step in your journey with Pearl.
