Customer Success Associate (Part-Time)

Queue Management: Act as the first point of contact for all incoming customer inquiries (calls, emails, etc.), ensuring rapid response times.

Triage & Escalate: Assess customer needs and accurately route complex technical or account-level issues to the appropriate CSM or Technical Support specialist.

Simple Support: Resolve "Tier 1" issues, including password resets, basic product navigation questions, and billing inquiries.

Data Integrity: Maintain clean and accurate customer records in our CRM, logging substantive notes and updating contact information.

Product Knowledge: Quickly become an expert in Pearl’s provider-focused product offerings to help educate customers on basic features and benefits.

Customer Advocacy: Identify common "pain points" in the queue and report feedback to the broader team to help improve the overall user experience.

Customer First Mentality: A positive, "can-do" attitude with a passion for helping people.

Efficiency: Ability to manage a high volume of tasks and work through a pipeline of tickets quickly and accurately.

Communication: Clear, professional, and empathetic verbal and written communication skills.

Technical Aptitude: Comfortable working with browsers, spreadsheets, and learning new software quickly.

Dental Familiarity: While not required, experience in a dental office or an interest in dental technology is a significant plus.

Adaptability: Ability to stay focused in a remote, fast-paced environment.

Demonstrated AI Curiosity & Operational Leverage: A proven track record of rapidly adopting and experimenting with emerging technologies (including AI/LLMs) to eliminate manual workflows, iterate quickly, and create scalable systems.

Builder’s Mindset: You do not wait for perfect processes to be handed to you; you proactively identify bottlenecks and use data, automation, or AI tools to drive team efficiency and reduce single-point-of-failure risks.