Customer Service Representative - EG002 - Remote Eligible

Customer Service Representative

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.

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.

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 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