Is the Customer Support Specialist position at Pearl Certification fully remote?

Yes, this Customer Support Specialist position at Pearl Certification is a remote position. The role is available for candidates in United States.

Is this a full-time or part-time Customer Support Specialist role?

This is a full-time Customer Support Specialist position at Pearl Certification.

What benefits does Pearl Certification offer for this position?

Pearl Certification offers the following benefits: Life Insurance, Stock Options, Parental Leave.

What is the salary range for the Customer Support Specialist position?

The salary range for this Customer Support Specialist role is $55k - $65k.

How do I apply for the Customer Support Specialist position at Pearl Certification?

You can apply for this Customer Support Specialist position by clicking the "Apply Now" button on this page, which will take you to Pearl Certification's application portal.

Customer Support Specialist at Pearl Certification

United States

$55k - $65k

<div><body>About the role The Customer Support Specialist handles front line customer requests and the operational data work that keeps Pearl’s certification and reporting pipeline running. This position exists so that inbound customer requests are answered promptly and accurately, and so that the records behind every Pearl product stay clean, complete, and current. This is an execution role. The work is defined by documented processes, and success comes from following them consistently, working queues to completion, and escalating anything that falls outside the documented path. Many of these tasks are manual today because Pearl’s product and automation capabilities are still maturing. As automation improves, the manual volume in this role is expected to decrease and the position is expected to grow toward higher value customer and quality assurance work. What you'll doEssential functions:<ul style='font-family:"Basel Grotesk",Arial,sans-serif;font-size:11pt;font-weight:400;margin:8px 0px;line-height:1.6;padding:0px 0px 0px 32px;list-style-type:disc;'><li style="color:rgb(0,0,0);margin:3.75pt 0px 0pt;font-size:12pt;line-height:1.92;--listitem-marker-color:#000000;letter-spacing:0.25px;">Ticket Response: Respond to inbound customer tickets, emails, and escalations within established SLA targets. Resolve common requests using documented playbooks and knowledge base articles. Escalate anything falling outside the documented process to the Customer Experience Manager or Director.</li><li style="color:rgb(0,0,0);margin:0pt 0px;font-size:12pt;line-height:1.92;--listitem-marker-color:#000000;letter-spacing:0.25px;">Customer Data Processing: Process customer data submissions and reporting requests following the documented workflow. Verify customer submitted data including equipment details, product specifications, and supporting documentation against source records.</li><li style="color:rgb(0,0,0);margin:0pt 0px;font-size:12pt;line-height:1.92;--listitem-marker-color:#000000;letter-spacing:0.25px;">Data Verification and Cleanup: Research and validate asset and equipment specifications. Correct customer records including addresses, model numbers, and missing fields. Perform daily data processing and cross referencing between systems.</li><li style="color:rgb(0,0,0);margin:0pt 0px;font-size:12pt;line-height:1.92;--listitem-marker-color:#000000;letter-spacing:0.25px;">Batch Processing: Run bulk data uploads, mass record updates, and established batch automation tools. Manage stuck and blocked queues, and escalate tooling gaps that prevent completion.</li><li style="color:rgb(0,0,0);margin:0pt 0px;font-size:12pt;line-height:1.92;--listitem-marker-color:#000000;letter-spacing:0.25px;">CRM Hygiene: Maintain data accuracy across contact, company, and ticket records in HubSpot. Identify and merge duplicate records, complete missing field data, and log every customer interaction accurately.</li><li style="color:rgb(0,0,0);margin:0pt 0px 3.75pt;font-size:12pt;line-height:1.92;--listitem-marker-color:#000000;letter-spacing:0.25px;">Quality Checks: Perform accuracy spot checks on issued reports and processed submissions against a defined checklist prior to customer delivery.</li></ul>Secondary functions:<ul style='font-family:"Basel Grotesk",Arial,sans-serif;font-size:11pt;font-weight:400;margin:8px 0px;line-height:1.6;padding:0px 0px 0px 32px;list-style-type:disc;'><li style="color:rgb(0,0,0);margin:3.75pt 0px 0pt;font-size:11pt;line-height:1.92;letter-spacing:0.25px;">Process customer onboarding and offboarding documentation</li><li style="color:rgb(0,0,0);margin:0pt 0px;font-size:11pt;line-height:1.92;letter-spacing:0.25px;">Maintain shared trackers and team process documentation</li><li style="color:rgb(0,0,0);margin:0pt 0px 3.75pt;font-size:11pt;line-height:1.92;letter-spacing:0.25px;">Support recurring reporting tasks and list building for customer communications</li><li style="color:rgb(0,0,0);margin:3.75pt 0px;font-size:11pt;line-height:1.92;letter-spacing:0.25px;">Flag gaps where process documentation is missing, unclear, or out of date</li></ul>What we are looking for<ul style='font-family:"Basel Grotesk",Arial,sans-serif;font-size:11pt;font-weight:400;margin:8px 0px;line-height:1.6;padding:0px 0px 0px 32px;list-style-type:disc;'><li style="color:rgb(0,0,0);margin:3.75pt 0px 0pt;font-size:12pt;line-height:1.92;letter-spacing:0.25px;">Clear, professional written communication with the ability to write directly to customers with minimal editing</li><li style="color:rgb(0,0,0);margin:0pt 0px;font-size:12pt;line-height:1.92;letter-spacing:0.25px;">Demonstrated attention to detail and sustained accuracy in repetitive, high volume work</li><li style="color:rgb(0,0,0);margin:0pt 0px;font-size:12pt;line-height:1.92;letter-spacing:0.25px;">Able to follow a documented process consistently and recognize when a situation falls outside it</li><li style="color:rgb(0,0,0);margin:0pt 0px;font-size:12pt;line-height:1.92;letter-spacing:0.25px;">Proficient with spreadsheets including sorting, filtering, and basic formulas</li><li style="color:rgb(0,0,0);margin:0pt 0px;font-size:12pt;line-height:1.92;letter-spacing:0.25px;">Proficient with or able to quickly learn CRM and helpdesk platforms (HubSpot preferred; Zendesk, Salesforce, or similar acceptable)</li><li style="color:rgb(0,0,0);margin:0pt 0px;font-size:12pt;line-height:1.92;letter-spacing:0.25px;">Organized, able to manage a queue of work independently without daily direction</li><li style="color:rgb(0,0,0);margin:0pt 0px;font-size:12pt;line-height:1.92;letter-spacing:0.25px;">Comfortable learning new software quickly, including AI assisted tools used to reduce manual effort</li><li style="color:rgb(0,0,0);margin:0pt 0px;font-size:12pt;line-height:1.92;letter-spacing:0.25px;">Sound judgment regarding when to escalate rather than resolve</li><li style="color:rgb(0,0,0);margin:0pt 0px 3.75pt;font-size:12pt;line-height:1.92;letter-spacing:0.25px;">Reliable and responsive during established business hours</li></ul>Why work at Pearl?<ul style='font-family:"Basel Grotesk",Arial,sans-serif;font-size:11pt;font-weight:400;margin:8px 0px;line-height:1.6;padding:0px 0px 0px 32px;list-style-type:disc;'><li style="margin:3px 0px;font-size:11pt;line-height:1.6;letter-spacing:0.25px;">We are a mission-driven company: we love what we do and the impact we are making.</li><li style="margin:3px 0px;font-size:11pt;line-height:1.6;letter-spacing:0.25px;">Impact. Everything you do here will matter. Your opinion and contributions will make a big difference to the future of this company and our mission of making home performance matter.</li><li style="margin:3px 0px;font-size:11pt;line-height:1.6;letter-spacing:0.25px;">Flexibility. We are 100% remote - work where you feel comfortable.</li><li style="margin:3px 0px;font-size:11pt;line-height:1.6;letter-spacing:0.25px;">Environment. We value candor, excellence, and collaboration while fostering creativity and camaraderie. We are supportive and genuinely enjoy celebrating each others’ wins!</li><li style="margin:3px 0px;font-size:11pt;line-height:1.6;letter-spacing:0.25px;">Ownership. You will hold broad responsibilities with high autonomy in a fast-paced, evolving startup world.</li><li style="margin:3px 0px;font-size:11pt;line-height:1.6;letter-spacing:0.25px;">Equality between people. We support diversity, championing our differences, and most importantly, learn from one another. Pearl is an equal opportunity employer, and candidates from all backgrounds and life experiences are encouraged to apply.</li></ul>Compensation and Benefits:<ul style='font-family:"Basel Grotesk",Arial,sans-serif;font-size:11pt;font-weight:400;margin:8px 0px;line-height:1.6;padding:0px 0px 0px 32px;list-style-type:disc;'><li style="margin:3px 0px;font-size:12pt;line-height:1.6;letter-spacing:0.25px;">Market salary based on experience and local conditions, in the range of $55k to $65k</li><li style="margin:3px 0px;font-size:12pt;line-height:1.6;letter-spacing:0.25px;">Medical, vision and dental coverage provided at no cost for employees and their families (with an option to purchase upgraded coverage at a minimal cost to employee)</li><li style="margin:3px 0px;font-size:12pt;line-height:1.6;letter-spacing:0.25px;">FSA, HSA, and dependent care accounts</li><li style="margin:3px 0px;font-size:12pt;line-height:1.6;letter-spacing:0.25px;">Life insurance coverage</li><li style="margin:3px 0px;font-size:12pt;line-height:1.6;letter-spacing:0.25px;">Employer paid cell phone service</li><li style="margin:3px 0px;font-size:12pt;line-height:1.6;letter-spacing:0.25px;">401(k) with employer match up to 4%</li><li style="margin:3px 0px;font-size:12pt;line-height:1.6;letter-spacing:0.25px;">Stock options</li><li style="margin:3px 0px;font-size:12pt;line-height:1.6;letter-spacing:0.25px;">15 vacation days during the calendar year, plus holidays (including the week between Christmas and New Year’s Day), a floating holiday for your birthday, sick days, and paid parental leave</li><li style="margin:3px 0px;font-size:12pt;line-height:1.6;letter-spacing:0.25px;">Flexible work environment: work remotely from anywhere within the U.S.</li></ul> </body></div>

Apply Now

Remote Opportunity

Customer Support Specialist

Join Pearl Certification as a entry professional working remotely from United States. Explore the role, benefits, and apply in one place.

Customer Support Specialist

Pearl Certification

Full Time

$55k - $65k

15 hours ago

About the role The Customer Support Specialist handles front line customer requests and the operational data work that keeps Pearl’s certification and reporting pipeline running.

United States

Customer Success

Entry

Customer Support

Data Processing

Ticket Management

+5 more

Job Description

About the role

The Customer Support Specialist handles front line customer requests and the operational data work that keeps Pearl’s certification and reporting pipeline running. This position exists so that inbound customer requests are answered promptly and accurately, and so that the records behind every Pearl product stay clean, complete, and current.

This is an execution role. The work is defined by documented processes, and success comes from following them consistently, working queues to completion, and escalating anything that falls outside the documented path. Many of these tasks are manual today because Pearl’s product and automation capabilities are still maturing. As automation improves, the manual volume in this role is expected to decrease and the position is expected to grow toward higher value customer and quality assurance work.

What you'll do

Essential functions:

Ticket Response: Respond to inbound customer tickets, emails, and escalations within established SLA targets. Resolve common requests using documented playbooks and knowledge base articles. Escalate anything falling outside the documented process to the Customer Experience Manager or Director.
Customer Data Processing: Process customer data submissions and reporting requests following the documented workflow. Verify customer submitted data including equipment details, product specifications, and supporting documentation against source records.
Data Verification and Cleanup: Research and validate asset and equipment specifications. Correct customer records including addresses, model numbers, and missing fields. Perform daily data processing and cross referencing between systems.
Batch Processing: Run bulk data uploads, mass record updates, and established batch automation tools. Manage stuck and blocked queues, and escalate tooling gaps that prevent completion.
CRM Hygiene: Maintain data accuracy across contact, company, and ticket records in HubSpot. Identify and merge duplicate records, complete missing field data, and log every customer interaction accurately.
Quality Checks: Perform accuracy spot checks on issued reports and processed submissions against a defined checklist prior to customer delivery.

Secondary functions:

Process customer onboarding and offboarding documentation
Maintain shared trackers and team process documentation
Support recurring reporting tasks and list building for customer communications
Flag gaps where process documentation is missing, unclear, or out of date

What we are looking for

Clear, professional written communication with the ability to write directly to customers with minimal editing
Demonstrated attention to detail and sustained accuracy in repetitive, high volume work
Able to follow a documented process consistently and recognize when a situation falls outside it
Proficient with spreadsheets including sorting, filtering, and basic formulas
Proficient with or able to quickly learn CRM and helpdesk platforms (HubSpot preferred; Zendesk, Salesforce, or similar acceptable)
Organized, able to manage a queue of work independently without daily direction
Comfortable learning new software quickly, including AI assisted tools used to reduce manual effort
Sound judgment regarding when to escalate rather than resolve
Reliable and responsive during established business hours

Why work at Pearl?

We are a mission-driven company: we love what we do and the impact we are making.
Impact. Everything you do here will matter. Your opinion and contributions will make a big difference to the future of this company and our mission of making home performance matter.
Flexibility. We are 100% remote - work where you feel comfortable.
Environment. We value candor, excellence, and collaboration while fostering creativity and camaraderie. We are supportive and genuinely enjoy celebrating each others’ wins!
Ownership. You will hold broad responsibilities with high autonomy in a fast-paced, evolving startup world.
Equality between people. We support diversity, championing our differences, and most importantly, learn from one another. Pearl is an equal opportunity employer, and candidates from all backgrounds and life experiences are encouraged to apply.

Compensation and Benefits:

Market salary based on experience and local conditions, in the range of $55k to $65k
Medical, vision and dental coverage provided at no cost for employees and their families (with an option to purchase upgraded coverage at a minimal cost to employee)
FSA, HSA, and dependent care accounts
Life insurance coverage
Employer paid cell phone service
401(k) with employer match up to 4%
Stock options
15 vacation days during the calendar year, plus holidays (including the week between Christmas and New Year’s Day), a floating holiday for your birthday, sick days, and paid parental leave
Flexible work environment: work remotely from anywhere within the U.S.

Benefits

Life Insurance
Stock Options
Parental Leave

Skills

Customer Support

Data Processing

Ticket Management

CRM Management

Data verification

Spreadsheet Proficiency

Written Communication

Attention to Detail

Ready to Apply?

Join Pearl Certification today

Salary Range

$55k - $65k

Posted 15 hours ago

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