Customer Support Lead (US-based Construction Tech Company)

Work Arrangement: Fully remote, overlapping with PH working hours. Must be open to weekend work as needed.

Job Type: Independent Contractor, Full-time.

Salary Range: Up to $1,700 USD per month, depending on skills and experience.

Work Schedule: 40 hours per week, Monday to Friday (PH hours) with potential weekend work.

Locations: Remote, open to candidates in the Philippines.

About Pearl Talent

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.

Why Work with Us?

We mean what we say that we’re building a different recruiting company here. We only work with exceptional founders from the US and EU who care about the long-term success of their team members. We also provide you with attainable 3, 6, 9, 12 month, and beyond retention bonuses in addition to community oriented opportunities like an annual retreat.

About the Company:

This company is on a mission to revolutionize the construction industry by leveraging AI to streamline blueprint analysis and material estimation, creating a more efficient, cost-effective process for builders and contractors.

Compensation Package:

• Competitive Salary: Up to $1,700 per month, based on experience and skills
• Remote Work: Fully remote—work from anywhere
• Generous PTO: Ample paid time off to rest and recharge
• Health Coverage: HMO coverage after 3 months for full-time employees
• Direct Mentorship: Grow through guidance from international industry experts
• Learning & Development: Ongoing access to resources for professional growth
• Global Networking: Work and connect with professionals around the world
• Work-Life Balance: Flexible hours that support a healthy work-life balance

Role Overview:

As a Customer Support Lead, you’ll be the primary point of contact for clients, helping them achieve their goals while using the company’s platform. You will work closely with Sales, Product, and Support teams to improve customer satisfaction and retention, ensuring customers maximize the value of the platform.

Your Impact:

Your efforts will directly contribute to increasing customer retention, enhancing user satisfaction, and improving platform adoption. Through proactive engagement and support, you’ll help the company reduce churn and drive upsell opportunities.

Key Responsibilities:

1. Client Outreach & Cold Calling
   Proactively cold-call clients to check if they need assistance or have questions about the app.
2. Customer Inquiries & Support
   Address client inquiries, answer questions, and resolve issues related to the platform in a timely manner.
3. Relationship Management
   Develop and maintain strong relationships with clients, understanding their needs to provide tailored solutions.
4. Product Training
   Conduct training sessions and workshops to help customers maximize the value of the platform.
5. Customer Support
   Address and resolve customer inquiries and issues promptly, escalating to technical teams when necessary.
6. Proactive Engagement
   Regularly check in with customers to monitor usage and satisfaction, identifying upsell and cross-sell opportunities.
7. Feedback Loop
   Gather customer feedback and insights, sharing them with the product team to contribute to improvements and new features.
8. Renewals and Retention
   Ensure customer renewals and reduce churn by consistently demonstrating the value and ROI of the platform.

Must-Have:

• Experience: 2+ years in Customer Support, Operations, or a related role, preferably in tech or SaaS.
• Communication: Excellent verbal and written skills, with the ability to present clear and complex information.
• Problem-Solving: Strong analytical skills and proactive in resolving issues.
• Customer Focus: Passionate about helping customers succeed with a customer-centric mindset.
• Technical Aptitude: Comfortable with technology and quick to learn and explain software products.
• Organization: Highly organized and able to manage multiple tasks and priorities effectively.

Nice-to-Have:

• Experience working with remote teams.
• Familiarity with CRM tools or ticketing systems.

Compensation Package:

• Competitive Salary: Up to $1,700 per month, based on experience and skills
• Remote Work: Fully remote—work from anywhere
• Generous PTO: Ample paid time off to rest and recharge
• Health Coverage: HMO coverage after 3 months for full-time employees
• Direct Mentorship: Grow through guidance from international industry experts
• Learning & Development: Ongoing access to resources for professional growth
• Global Networking: Work and connect with professionals around the world
• Work-Life Balance: Flexible hours that support a healthy work-life balance

Our Recruitment Process:

• Application
• Screening
• Top-grading Interview
• Skills Assessment
• Client Interview
• Job Offer
• Client Onboarding

Ready to Join Us?

If this role aligns with your skills and career goals, we’d love to hear from you. Apply now to take the next step in your journey with Pearl.