Department: Customer Service and Client Relations

Work Arrangement: Remote

Job Type: Independent Contractor, Full Time

Work Schedule: US Time Zone (expected to be flexible with the client's preference, including weekends and US holidays during peak seasons)

Locations: Philippines, LATAM, South Africa, Kenya, and other remote regions with excellent English communication skills

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 HERE

Why 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 Overview

The Customer Service Representative serves as the frontline liaison between the company and its clients, ensuring seamless customer experiences through professional, empathetic communication. This role goes beyond answering inquiries—you'll manage customer relationships, drive process improvements, support account management, and contribute to building exceptional customer loyalty. You'll handle diverse customer needs across multiple channels while maintaining high standards of service excellence in fast-paced, often high-touch environments including tech startups, e-commerce, clean-tech, and luxury service industries.

Your Impact

Your work will directly contribute to maintaining the company's reputation for excellence, fostering client loyalty, and increasing revenue through exceptional service and strategic upselling. You'll play a key role in turning one-time buyers into lifelong customers while reducing operational burden on internal teams. By identifying trends and recommending improvements, you'll help shape better customer experiences and more efficient processes. Your ability to handle complex situations with professionalism will ensure customer satisfaction remains high during periods of rapid company growth.

Core Responsibilities

Customer Relationship Management (40%)

Serve as first point of contact for customers via phone, email, live chat, and SMS
Respond to customer inquiries promptly, professionally, and empathetically across all channels
Build rapport and provide personalized recommendations based on customer needs
Follow up with clients to ensure satisfaction and gather valuable feedback
Build strong client relationships through consistent communication and support
Maintain warm, clear communication that balances professionalism with approachability
Act as brand ambassador delivering white-glove service that exceeds expectations

Order Management & Account Coordination (30%)

Process phone and online orders with accuracy and efficiency
Monitor and update customer accounts ensuring data accuracy
Assist in onboarding new clients and guiding them through company systems and platforms
Coordinate with operations, design, and logistics teams for timely delivery and fulfillment
Manage order changes, cancellations, special requests, and account updates
Support clients in navigating tech-enabled communication platforms and systems
Set up new accounts and assist with manual work, automations, and account creation

Problem Resolution & Issue Management (15%)

Provide solutions to customer issues, troubleshooting common problems independently
Resolve customer concerns with professionalism, urgency, and ownership
Escalate complex concerns to appropriate teams when necessary while keeping clients updated
Handle difficult conversations calmly and professionally, especially with frustrated customers
Clearly explain billing, utility, and service concepts to non-technical customer bases
Review bills, usage patterns, and spot trends to form first-pass hypotheses
Translate technical or billing information into customer-friendly explanations

Documentation & Administrative Support (10%)

Document all customer interactions, feedback, and case history in CRM systems
Maintain accurate notes and ticket management following workflow standards
Tag and escalate issues according to established protocols and SOP guidelines
Collaborate with operations teams to address recurring customer issues
Assist with light operations tasks during lower call volume periods
Help organize communication records and maintain SOP reference materials
Generate customer satisfaction reports and issue resolution metrics

Revenue Growth & Process Improvement (5%)

Identify upsell and cross-sell opportunities during customer interactions
Promote seasonal offers, premium products, and value-added services
Identify trends in client concerns and recommend process enhancements
Collaborate with departments to improve overall customer experience
Develop and refine internal SOPs for the Customer Service Department
Provide insights on customer trends and areas for operational improvement

Requirements

Must-Haves (Required)

Experience: 1-2+ years of customer service experience, preferably in billing, tech-driven industries, e-commerce, hospitality, luxury services, or startups
Communication: Strong written and verbal English communication skills with clear, professional delivery
Multi-Channel Support: Experience handling inbound calls, emails, live chat, and SMS communications
Tech Proficiency: Proficiency in Customer Support Systems (Zendesk or similar) and CRM tools
Detail-Oriented: Highly organized with exceptional attention to detail and accuracy
Pressure Management: Ability to stay calm and professional under pressure or when handling difficult situations
Problem-Solving: Strong analytical skills with ability to troubleshoot and resolve issues independently
Multitasking: Proven ability to manage multiple priorities in fast-paced environments
Schedule Flexibility: Willingness to work shifting schedules including weekends and US holidays during peak seasons
Reliability: Dependable with high-speed internet connection for remote work
Customer Focus: Patient, empathetic demeanor with genuine passion for helping customers

Nice-to-Haves (Preferred)

Startup or high-growth company experience
Experience in US utility, billing, energy, or telecom systems
Proven track record with upselling and revenue generation
Familiarity with e-commerce platforms (especially Shopify)
Background in clean-tech, SaaS, or luxury products/services
Experience in floral, gifting, or event planning industries
Process documentation or administrative support experience
Passion for luxury products, aesthetics, or premium service delivery
Experience working with elderly or diverse customer demographics
Familiarity with Google Workspace and productivity tools

Tools Proficiency

Must-Haves (Required)

Customer Support: Zendesk or similar ticketing and VOIP systems
CRM Platforms: Salesforce, HubSpot, or equivalent customer relationship management tools
Communication: Email, phone systems, live chat platforms, SMS tools
Google Workspace: Gmail, Docs, Sheets, Drive
Order Management: Experience with order processing and tracking systems

Nice-to-Haves (Preferred)

E-commerce Platforms: Shopify or similar online retail systems
Team Communication: Slack or Microsoft Teams
Video Conferencing: Zoom or equivalent platforms
Documentation: Notion or similar knowledge base tools
Productivity Tools: Asana, Trello, or project management software
Payment Processing: Experience with billing and payment systems

Benefits

Competitive Salary: Based on experience and skills
Remote Work: Fully remote — work from anywhere
Generous PTO: In accordance with company policy
Direct Mentorship: Access to global industry leaders
Learning & Development: Continuous growth resources
Global Networking: Work with international teams
Health Coverage (Philippines only): HMO after 3 months (full-time)

Our Recruitment Process

Application
Skills Assessment
Initial Screening
Top-grading Interview
Client Matching
Job Offer
Onboarding

Ready to Join Pearl Talent?

If you're proactive, reliable, and excited to work with high-performing teams across industries, we'd love to hear from you. Apply today and become part of Pearl Talent's global community.

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