About Pearl Talent:
Pearl connects the top 1% of global candidates with leading startups in the US and EU. Our clients have collectively raised over \$5B and are backed by organizations such as OpenAI, a16z, and Founders Fund. They seek highly driven, promotable candidates for long-term collaboration. Candidates we’ve placed have traveled to the US and EU to work on-site and have been promoted to roles comparable to local hires.
Why work with us?
We’re building a unique recruiting company. We partner exclusively with exceptional founders in the US and EU who prioritize their teams’ long-term success. In addition to offering achievable 3-, 6-, 9-, and 12-month retention bonuses, we provide community-building opportunities like an annual retreat.
About the company
This fast-growing SaaS company is transforming the insurance industry through an advanced all-in-one CRM and agency management system built entirely on Salesforce. The platform helps modern insurance agencies accelerate growth, enhance productivity, and streamline operations within a highly configurable solution. The company promotes a forward-thinking, agile environment that values innovation, continuous improvement, and exceptional customer experience. With a collaborative and remote-friendly culture, it upholds transparency, initiative, and a focus on long-term client success.
Company values
* Client obsession: The CSR plays a crucial role in ensuring smooth, efficient, and positive client experiences.
* SaaS with soul: The CSR must demonstrate empathy, patience, and clarity in all client interactions.
* Operational excellence: Trust is built through accuracy, accountability, and effective problem resolution.
* Team over ego: Collaboration with product, sales, and engineering teams is key to success.
The ideal candidate will reflect these values by handling each support ticket with urgency and care, proactively offering improvements, and viewing every customer interaction as an opportunity to build lasting loyalty.
Main functions (day-to-day responsibilities)
The customer support representative (CSR) supports the company’s client success by delivering responsive, knowledgeable assistance across its CRM + AMS platform.
* Triage, troubleshoot, and resolve client issues via Salesforce, email, and chat.
* Provide Salesforce-admin-level troubleshooting and escalate complex issues when needed.
* Educate clients on best practices for workflows, integrations, and automation within the platform.
* Serve as a product expert, translating technical concepts into user-friendly guidance.
* Document issues clearly and contribute to internal knowledge bases.
* Identify support trends and work with product and engineering teams to address root causes.
* Maintain communication with customer success managers and account executives to ensure comprehensive support.
Immediate tasks (week 1 ownership):
* Complete onboarding and platform immersion.
* Shadow experienced CSRs to learn expectations and support volume norms.
* Study internal knowledge base, SLAs, and past ticket history.
* Begin independently managing low-complexity tickets by week’s end.
* Set up personal Zendesk dashboard and track response metrics.
* Participate in internal syncs with CSM and product teams to understand cross-functional workflows.
Requirements
Must-haves:
* Active Salesforce admin certification.
* At least 2 years of experience in customer or technical support for SaaS or software products.
* Strong problem-solving abilities, particularly in Salesforce-based environments.
* Excellent verbal and written communication in English.
* Ability to simplify complex technical behavior for clients.
* Strong documentation practices and proactive internal communication.
Nice-to-haves:
* Experience in insurance, fintech, or agency management software.
* Familiarity with Zendesk, HubSpot, and Jira.
* Background in fast-paced SaaS companies.
Benefits
* Competitive salary (discussed during interviews).
* Fully remote work setup.
* Generous paid time off.
* Direct mentorship from international experts.
* Continuous learning and development opportunities.
* Access to a global professional network.
* Flexible hours that support work-life balance.
Recruitment process
* Application.
* Screening.
* Top-grading interview.
* Skills assessment.
* Client interview.
* Job offer.
* Client onboarding.
Ready to join us?
If this opportunity aligns with your goals and skills, apply now and take the next step with Pearl.
