Technical Customer Support Specialist

About Pearly

Pearly is a revenue cycle management automation platform for DSOs, dental groups, and independent practices. We're on a mission to help dental practices save time and get paid faster, while providing patients with a transparent, modern, and convenient way to understand and pay for dental care from pre-visit through post-visit.

As a high-growth, B2B software company, we are looking for high-talent, high-integrity people to join us on our mission to reimagine dental billing, payments, and engagement.

About the Role

We’re looking for a Technical Customer Support Specialist that will focus on ensuring the satisfaction and success of our customers. The primary function of this role is to manage the support queue, ticketing system, and troubleshoot with customers, Customer Success, and Product Managers.

This role requires a blend of strategic thinking, a can-do attitude, and a passion for leveraging technology to enhance our customer experiences.

What You’ll Do

• Own the support queue: You will be responsible for owning our support queue to provide timely, helpful responses to customer inquiries.

• Manage ticketing system: You will be working with the CS team to ensure tickets are handled efficiently. You will implement improvements to this system as you see fit.

• Create instructional material: You will be responsible for producing and overseeing content for an internal knowledge base and customer self-support resources.

• Communicate effectively: You will be communicating not only with customers, but you will also be responsible for relaying customer feedback and product ideas to our Product team.

Qualifications

• 2+ years of experience in customer support (ideally in B2B SaaS). Proven record of handling customer support queue in a technical capacity.

• Hubspot Specialist. You have extensive experience using Hubspot CRM, and would be excited to implement new best practices to our current workflow.

• Hungry and Professional. You are hungry and eager to solve customer problems while maintaining a high level of professionalism. You look forward to jumping on the phone and enjoy the process of finding solutions to technological problems just as much as you enjoy the outcome.

• Strong written and verbal communication skills. This role will require you to spend much of your day communicating with customers on the phone and via email, as well as creating comprehensive internal documents as we continue to grow.

• Technological Proficiency. Ability to use new technology and resources to troubleshoot customer issues.

• Willing to roll up your sleeves. Taking initiative is second nature to you. You will operate with a high degree of autonomy and take ownership of the support queue and ticketing process.

• Based in Santa Barbara, CA. You will work at Pearly's office in downtown Santa Barbara, California. This is not a remote position.

Benefits

• Competitive salary, equity, and healthcare benefits

• Meeting-light culture

• Work with an A+ smart and passionate team

• Flexible vacation/time-off policy

• Opportunity to make your mark at an early stage company with great product market fit

Please apply and we look forward to meeting you!

Pearly is an equal opportunity employer. We are committed to building a diverse and inclusive workforce and do not discriminate based on race, religion, color, national origin, ancestry, physical disability, mental disability, medical condition, genetic information, marital status, sex, gender, gender identity, gender expression, age, sexual orientation, veteran or military status, or any other legally protected characteristics. Pearly is committed to providing reasonable accommodations for candidates with disabilities who need assistance during the hiring process.