Customer Success Specialist – Remote
Work Arrangement: Remote
Job Type: Independent Contractor, Full-time
Work Schedule: US Time Zones (ET, CT, MT, or PT)
About Pearl Talent
Pearl connects the top 1% of global candidates with leading startups in the US and EU. Our clients have raised over $5B in aggregate, backed by companies like OpenAI, a16z, and Founders Fund. Hired candidates have opportunities to work internationally and grow into roles comparable to onshore positions.
About the Company
Our client provides a digital platform that streamlines the home shopping and ownership process for homebuilders and their customers. The platform centralizes contract management, construction tracking, closing, and post-purchase support, enhancing operational efficiency and delivering a seamless, branded experience. Builders maintain strong customer relationships, improve satisfaction, and generate long-term value through automated workflows, transparent communication, and ongoing homeowner engagement.
Role Overview
As a Customer Success Specialist, you will lead the setup, optimization, and management of a modern customer support and knowledge base ecosystem. You will establish a shared inbox and ticketing system, create and maintain customer-facing support materials, and ensure clear, accurate, and timely guidance. This high-impact role is ideal for someone who thrives in SaaS environments, excels at process-building, and brings a customer-first mindset.
Your Impact
Your work will directly shape the customer experience from onboarding to long-term product adoption. By building efficient support workflows and a high-quality knowledge base, you will reduce customer friction, enable scalable self-service, and empower Customer Success to deliver rapid, consistent, and exceptional support.
Core Responsibilities
* Customer Success Platform Implementation: set up and configure a shared inbox and ticketing system, establish workflows, automation, and escalation rules for efficient ticket processing.
* Knowledge Base Development: build a comprehensive, customer-facing knowledge base including help articles, FAQs, and video tutorials; ensure accuracy, clarity, and brand consistency through collaboration with Product and Customer Success teams.
* Knowledge Base Maintenance: continuously update articles and tutorials as new features are released; monitor usage analytics to identify content gaps and improve the self-service experience.
* Customer Support & Success: assist customer inquiries with speed, empathy, and accuracy; serve as a trusted resource to help customers get maximum value from the platform.
* Cross-Functional Collaboration: work with Product Marketing to translate release communications into customer-facing materials; partner with Engineering and Product to share recurring customer insights and feedback.
Requirements
Must-Have:
* 5–7+ years of experience in Customer Success, Customer Support, or similar roles.
* Proven experience implementing or managing customer engagement platforms.
* Excellent written and verbal communication skills (English).
* Strong project management and organizational skills.
* Ability to produce high-quality help documentation and video tutorials.
* Comfort with modern tooling (Google Workspace, Slack, Loom, Linear, etc.).
Nice-to-Have:
* Experience in product marketing or customer education.
* SaaS, tech startup, or real estate/homebuilding industry background.
* Familiarity with customer success metrics and best practices.
* Familiarity with billing systems, CRMs, or ticketing automation tools.
* Strong research and reporting skills.
Tools Proficiency
Required Tools:
* Customer Engagement / Support Platforms (Zendesk, Intercom, Help Scout, Freshdesk, HubSpot Service Hub)
* Knowledge Base / Documentation Tools (Notion, HelpDocs, Intercom Articles, Zendesk Guide)
* Communication Tools (Google Workspace, Slack, Email-based shared inbox systems)
* Video Creation & Tutorial Tools (Loom or similar)
Nice-to-Have Tools:
* Project Management / Issue Tracking Tools (Linear, Asana, Jira)
* Product Marketing / Release Communication Tools (Notion, Loom, HubSpot)
* Analytics Tools (Knowledge-base analytics, Product usage analytics platforms)
Benefits
* Competitive Salary based on experience and skills
* Fully remote work
* Performance Bonus based on data accuracy, reporting timeliness, and overall sales efficiency
* Team Incentives for maintaining 100% CRM hygiene and on-time reporting
* Generous PTO
* Health Coverage for PH-based talents
* Direct Mentorship from international industry experts
* Learning & Development opportunities
* Global Networking
Our Recruitment Process
Application, Screening, Skills Assessment, Top-grading Interview, Client Interview, Job Offer, Client Onboarding
Ready to Join Us?
If you are highly organized, thrive in dynamic environments, and value precision and empathy, join our mission-driven team building a cleaner, fairer energy future — one building at a time.
