Fb-cs003 Customer Success Specialist

Há 6 dias

Brasília, Brasil Pearl Tempo inteiro

**About Pearl Talent**:
Hear why we exist, what we believe in, and who we’re building for: WATCH HERE
Why Work with Us?
**Role Overview**:
As a Customer Success Specialist at Pearl Talent, you’ll work with our client—the Buyer Experience Platform for homebuilders—to lead the setup, optimization, and ongoing management of their customer success and knowledge base systems. You’ll design a scalable customer support structure, create high-quality self-service resources, and ensure customers receive timely, empathetic, and effective assistance. This role is ideal for someone who thrives on creating clarity, improving processes, and delivering exceptional customer experiences in a SaaS environment.
**Your Impact**:
Your work will directly improve customer satisfaction, reduce support ticket resolution times, and empower customers to get maximum value from the client’s platform. By building a well-structured knowledge base and efficient support system, you’ll help scale customer enablement processes to match the company’s growth.
**Core Responsibilities**:
1. Customer Success Platform Implementation (30%)
- Set up and configure a shared inbox and ticketing system for the Customer Success team.
- Establish workflows, automation rules, and escalation processes for efficient ticket handling.

2. Knowledge Base Development & Maintenance (40%)
- Create a robust, customer-facing knowledge base with help articles, FAQs, and video tutorials.
- Collaborate with Product and Customer Success teams to ensure content accuracy, clarity, and brand consistency.
- Regularly update and do knowledge based upkeep as a new product features are released
- Use analytics to identify gaps and enhance self-service options.

3. Customer Support & Success (20%)
- Respond to customer inquiries with speed, empathy, and accuracy.
- Act as a trusted resource to help customers maximize the value of the platform.

4. Cross-Functional Collaboration (10%)
- Partner with Product Marketing to convert product updates into customer-facing materials.
- Work with Engineering and Product teams to relay recurring customer feedback.

**Requirements**:
**Must-Have**:

- 5-7+ years of experience in Customer Success, Customer Support, or related roles.
- Proven experience implementing or managing customer engagement platforms.
- Strong written and verbal communication skills; fluent in English.
- Excellent project management skills with the ability to handle multiple priorities.
- Experience creating help content and video tutorials.
- Proficiency with tools like Google Workspace, Slack, Loom, and Linear.

**Nice-to-Have**:

- Background in SaaS, tech startups, or the real estate/homebuilding industry.
- Experience in product marketing or customer education content creation.
- Familiarity with customer success metrics and best practices.

**Benefits**:

- Remote Work: Fully remote—work from anywhere with CET overlap
- PTO & Holidays: Standard PTO based on Pearl’s managed services model (France/CET holiday alignment preferred)
- Direct Mentorship: Learn from a high-caliber international team
- Retention Bonuses: At 3, 6, 9, and 12 months

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