Customer Support Specialist (AI Tech Driven Company)

Work Arrangement: Fully remote

Job Type: Full-time

Work Schedule: Monday to Friday, 9:00 AM – 6:00 PM PST

Time Zone: Pacific Standard Time (PST)

Holiday Orientation: Observes U.S. holidays

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

The company is a forward-thinking organization dedicated to transforming workplace compliance and safety through advanced AI-driven solutions. Its platform leverages cutting-edge natural language processing (NLP) and machine learning to address workplace risks such as harassment, bias, and discrimination. By fostering safer and more inclusive work environments, the company empowers organizations to build stronger workplace cultures and enhance employee well-being.

Role Overview
We are hiring a Tier 1 Customer Support Specialist to help customers with technical issues, especially with API integrations. The role involves answering customer questions quickly and solving problems effectively. You’ll work closely with the Product, Engineering, and Sales teams to improve the customer experience. This is a key role in a small but growing startup, so we need someone who can work independently, communicate well, and stay calm under pressure.

Tasks and Responsibilities

• Help customers through email, chat, and video calls.
• Solve technical issues, especially with APIs.
• Respond to customer questions quickly (goal: under one minute).
• Work with Product, Engineering, and Sales teams to fix problems and improve the platform.
• Keep customer support guides and documents updated.
• Build trust with customers and make sure they feel supported.
• Share customer feedback to help improve the product.

Must-Have Requirements

• 3–5 years of customer support experience (ideally in SaaS or tech).
• Strong English communication skills (written and spoken).
• Experience fixing issues with APIs.
• Familiarity with support tools like Intercom.
• Ability to work independently in a fast-paced environment.
• Good problem-solving skills and interest in technology.
• Steady work history — ideally two years in each job.
• Experience working at a startup or a similar fast-moving company.

Nice-to-Have Requirements

• Basic coding knowledge (e.g., reading JSON).
• Experience with AI or compliance solutions.
• Experience working with technical systems or APIs.
• Previous work with healthcare clients.
• Comfortable working in a small, growing team.
• Entrepreneurial mindset — starting or running a business is a plus.

Compensation Package:

• Remote Work: Fully remote—work from anywhere
• Generous PTO: Ample paid time off to rest and recharge
• 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:

1. Application
2. Screening
3. 30 minute Interview
4. Skills Assessment
5. Client Interview
6. Job Offer
7. 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.