Offer summary

Qualifications:

3–5 years of customer support experience, ideally in SaaS or tech., Strong English communication skills, both written and spoken., Experience fixing issues with APIs and familiarity with support tools like Intercom., Ability to work independently in a fast-paced environment with good problem-solving skills..

Key responsabilities:

Help customers through email, chat, and video calls.

Solve technical issues, especially with APIs, and respond to customer questions quickly.

Work with Product, Engineering, and Sales teams to fix problems and improve the platform.

Keep customer support guides updated and share customer feedback to enhance the product.

Job description

Work Arrangement: Fully remote

Job Type: Full-time

Work Schedule: Monday to Friday, 9:00 AM – 6:00 PM PST

Time Zone: Pacific Standard Time (PST)

Holiday Orientation: Observes U.S. holidays

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.

Why Work with Us?

We mean what we say that we’re building a different recruiting company here. We only work with exceptional founders from the US and EU who care about the long-term success of their team members. We also provide you with attainable 3, 6, 9, 12 month, and beyond retention bonuses in addition to community oriented opportunities like an annual retreat.

About the Company

The company is a forward-thinking organization dedicated to transforming workplace compliance and safety through advanced AI-driven solutions. Its platform leverages cutting-edge natural language processing (NLP) and machine learning to address workplace risks such as harassment, bias, and discrimination. By fostering safer and more inclusive work environments, the company empowers organizations to build stronger workplace cultures and enhance employee well-being.

Role Overview
We are hiring a Tier 1 Customer Support Specialist to help customers with technical issues, especially with API integrations. The role involves answering customer questions quickly and solving problems effectively. You’ll work closely with the Product, Engineering, and Sales teams to improve the customer experience. This is a key role in a small but growing startup, so we need someone who can work independently, communicate well, and stay calm under pressure.

Tasks and 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.

Requirements