Pearl
Customer Success Associate (Part-Time)
3mo ago
USAJuniorcustomer supportemailphone support
Customer Success Associate responsible for managing incoming customer inquiries and providing first-line support in a part-time role.
Conditions
- Ongoing Training and Development.
- Opportunity for growth.
- A collaborative work environment.
- Competitive hourly compensation.
Other
- About Pearl Pearl is shaping the future of dentistry with a suite of AI solutions developed to establish higher standards of quality and care for patients worldwide. Since 2019, our team has engineered FDA-cleared computer vision capabilities for interpretation of 2D and 3D dental imagery—industry-leading capabilities which clinicians, practice owners, labs, and insurers use to elevate the efficiency, accuracy, and consistency of dental care around the world.
- We are seeking a customer-centric, energetic, and highly organized Customer Success Associate to join our team in a part-time capacity . This role is the "front line" of Pearl, responsible for managing incoming customer outreach and ensuring every user feels supported from the moment they reach out.
- Your primary goal is to triage incoming requests via phone and email, resolve "quick-win" support issues, and escalate more complex strategic needs to the appropriate teams. This is a queue-based role perfect for someone who thrives in a fast-paced environment and enjoys being a problem-solver.
- 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.
- Status: Part-Time (Hourly)
- Location: Lehi, UT
- Schedule: 10-20 hours per week, Monday–Friday