Customer Support Specialist

About the role

The Customer Support Specialist handles front line customer requests and the operational data work that keeps Pearl’s certification and reporting pipeline running. This position exists so that inbound customer requests are answered promptly and accurately, and so that the records behind every Pearl product stay clean, complete, and current.

This is an execution role. The work is defined by documented processes, and success comes from following them consistently, working queues to completion, and escalating anything that falls outside the documented path. Many of these tasks are manual today because Pearl’s product and automation capabilities are still maturing. As automation improves, the manual volume in this role is expected to decrease and the position is expected to grow toward higher value customer and quality assurance work.

What you'll do

Essential functions:

• Ticket Response: Respond to inbound customer tickets, emails, and escalations within established SLA targets. Resolve common requests using documented playbooks and knowledge base articles. Escalate anything falling outside the documented process to the Customer Experience Manager or Director.
• Customer Data Processing: Process customer data submissions and reporting requests following the documented workflow. Verify customer submitted data including equipment details, product specifications, and supporting documentation against source records.
• Data Verification and Cleanup: Research and validate asset and equipment specifications. Correct customer records including addresses, model numbers, and missing fields. Perform daily data processing and cross referencing between systems.
• Batch Processing: Run bulk data uploads, mass record updates, and established batch automation tools. Manage stuck and blocked queues, and escalate tooling gaps that prevent completion.
• CRM Hygiene: Maintain data accuracy across contact, company, and ticket records in HubSpot. Identify and merge duplicate records, complete missing field data, and log every customer interaction accurately.
• Quality Checks: Perform accuracy spot checks on issued reports and processed submissions against a defined checklist prior to customer delivery.

Secondary functions:

• Process customer onboarding and offboarding documentation
• Maintain shared trackers and team process documentation
• Support recurring reporting tasks and list building for customer communications
• Flag gaps where process documentation is missing, unclear, or out of date

What we are looking for

• Clear, professional written communication with the ability to write directly to customers with minimal editing
• Demonstrated attention to detail and sustained accuracy in repetitive, high volume work
• Able to follow a documented process consistently and recognize when a situation falls outside it
• Proficient with spreadsheets including sorting, filtering, and basic formulas
• Proficient with or able to quickly learn CRM and helpdesk platforms (HubSpot preferred; Zendesk, Salesforce, or similar acceptable)
• Organized, able to manage a queue of work independently without daily direction
• Comfortable learning new software quickly, including AI assisted tools used to reduce manual effort
• Sound judgment regarding when to escalate rather than resolve
• Reliable and responsive during established business hours

Why work at Pearl?

• We are a mission-driven company: we love what we do and the impact we are making.
• Impact. Everything you do here will matter. Your opinion and contributions will make a big difference to the future of this company and our mission of making home performance matter.
• Flexibility. We are 100% remote - work where you feel comfortable.
• Environment. We value candor, excellence, and collaboration while fostering creativity and camaraderie. We are supportive and genuinely enjoy celebrating each others’ wins!
• Ownership. You will hold broad responsibilities with high autonomy in a fast-paced, evolving startup world.
• Equality between people. We support diversity, championing our differences, and most importantly, learn from one another. Pearl is an equal opportunity employer, and candidates from all backgrounds and life experiences are encouraged to apply.

Compensation and Benefits:

• Market salary based on experience and local conditions, in the range of $55k to $65k
• Medical, vision and dental coverage provided at no cost for employees and their families (with an option to purchase upgraded coverage at a minimal cost to employee)
• FSA, HSA, and dependent care accounts
• Life insurance coverage
• Employer paid cell phone service
• 401(k) with employer match up to 4%
• Stock options
• 15 vacation days during the calendar year, plus holidays (including the week between Christmas and New Year’s Day), a floating holiday for your birthday, sick days, and paid parental leave
• Flexible work environment: work remotely from anywhere within the U.S.