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Customer Success Representative (Remote) at Pearl. Work Arrangement:. Fully Remote. Job Type:. Independent Contractor, Full-Time. Work Schedule:. 40 hours per week, US time zones. Locations:. Philippines (primary) . LATAM (Mexico, Colombia, Brazil, Argentina) . Other remote regions with strong English communication and customer service backgrounds. 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.. Role Overview. As a Customer Service Representative, you will be the first point of contact for customers, addressing inquiries, resolving issues, and delivering high-quality support across phone, email, and chat channels. This role requires excellent communication skills, a solutions-oriented mindset, and the ability to maintain professionalism and empathy under pressure.. Your Impact. You will play a key role in shaping customer trust and loyalty by providing accurate, timely, and personalized support. Your responsiveness and problem-solving will directly impact customer satisfaction, retention, and the overall success of the service experience.. Core Responsibilities. Customer Support – 60%. Respond to customer inquiries via phone, email, and chat. Provide clear, accurate product or service information. Troubleshoot and resolve customer issues efficiently. Maintain a polished, empathetic communication tone. Escalations & Reporting – 25%. Escalate complex cases to supervisors or specialized teams. Log all customer interactions and case details accurately in the CRM. Track recurring issues and flag high-priority cases. Continuous Improvement – 15%. Gather customer feedback and communicate insights to leadership. Suggest improvements to workflows and processes. Stay up to date on product or service updates. Must-Haves. 1+ years of customer service experience (voice, email, or chat support). Excellent English communication skills—both written and verbal. Strong problem-solving skills with the ability to remain calm and empathetic. Experience handling customer inquiries in a fast-paced environment. Reliable remote setup with stable internet connection. Nice-to-Haves. Experience using CRM or helpdesk tools (e.g., Zendesk, Freshdesk, Intercom). Previous remote or startup experience. Experience supporting international customer bases. Tools Proficiency. Required:. Google Workspace (Docs, Sheets, Drive). Communication tools: Gmail, Slack, Zoom. CRM or helpdesk systems . Preferred:. Zendesk, Freshdesk, Intercom, or similar tools. Ticketing systems for support and escalation tracking. Notion or Airtable for documentation. Company Location: Mexico.