Customer Success Specialist

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 HEREWhy Work with Us?We're not just another recruiting firm—we focus on placing candidates with exceptional US and EU founders who prioritize the long-term success of their team members.We also provide retention bonuses at 3, 6, 9, and 12 months, as well as community-driven benefits like an annual retreat.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 releasedUse 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.RequirementsMust-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.BenefitsRemote Work: Fully remote—work from anywhere US time zones (ET, CT, MT)PTO & Holidays: Standard PTO based on Pearl's managed services modelHealth Coverage: HMO available after 3 months for PH-based candidatesDirect Mentorship: Learn from a high-caliber international teamRetention Bonuses: At 3, 6, 9, and 12 months