Customer Success Representative (General CSR) - E002

Work Arrangement: Fully RemoteJob Type: Independent Contractor, Full-TimeWork Schedule: 40 hours per week, US time zonesLocations: Philippines (primary) LATAM (Mexico, Colombia, Brazil, Argentina) Other remote regions with strong English communication and customer service backgroundsAbout Pearl TalentPearl 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?At Pearl, we’re not just another recruiting firm—we connect you with exceptional opportunities to work alongside visionary US and EU founders. Our focus is on placing you in roles where you can grow, be challenged, and build long-term, meaningful careers.Role OverviewAs a Customer Service Representative, you will be the first point of contact for customers, addressing inquiries, resolving issues, and delivering high-quality support across phone, email, and chat channels. This role requires excellent communication skills, a solutions-oriented mindset, and the ability to maintain professionalism and empathy under pressure.Your ImpactYou will play a key role in shaping customer trust and loyalty by providing accurate, timely, and personalized support. Your responsiveness and problem-solving will directly impact customer satisfaction, retention, and the overall success of the service experience.Core ResponsibilitiesCustomer Support – 60%Respond to customer inquiries via phone, email, and chatProvide clear, accurate product or service informationTroubleshoot and resolve customer issues efficientlyMaintain a polished, empathetic communication toneEscalations & Reporting – 25%Escalate complex cases to supervisors or specialized teamsLog all customer interactions and case details accurately in the CRMTrack recurring issues and flag high-priority casesContinuous Improvement – 15%Gather customer feedback and communicate insights to leadershipSuggest improvements to workflows and processesStay up to date on product or service updatesRequirementsMust-Haves1+ years of customer service experience (voice, email, or chat support)Excellent English communication skills—both written and verbalStrong problem-solving skills with the ability to remain calm and empatheticExperience handling customer inquiries in a fast-paced environmentReliable remote setup with stable internet connectionNice-to-HavesExperience using CRM or helpdesk tools (e.g., Zendesk, Freshdesk, Intercom)Previous remote or startup experienceExperience supporting international customer basesTools ProficiencyRequiredGoogle Workspace (Docs, Sheets, Drive)Communication tools: Gmail, Slack, ZoomCRM or helpdesk systems PreferredZendesk, Freshdesk, Intercom, or similar toolsTicketing systems for support and escalation trackingNotion or Airtable for documentationBenefitsCompensation PackageCompetitive Salary: Based on experience and skills Remote Work: Fully remote—work from anywhere with reliable connectivity Generous PTO: In accordance with company policy Health Coverage for PH-based talents: HMO coverage after 3 months for full-time employees Global Networking: Work with a diverse and international team Professional Growth: Direct mentorship and ongoing learning opportunitiesOur Recruitment Process Application Screening Skills Assessment Initial Interview Final Interview Job Offer Onboarding Ready to Join Us?If this role aligns with your skills and career goals, we’d love to hear from you. Apply now to take the next step in your journey with Pearl Talent.