Customer Success Associate (Part-Time)

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 remote team in a part-time capacity. This role serves as the "front line" of Pearl, responsible for managing incoming customer outreach and ensuring every user feels supported from the moment they reach out. As the first point of contact for customer inquiries, you'll triage requests, resolve quick-win support issues, and escalate complex strategic needs to appropriate teams.

What You'll Do

• Queue Management: Act as the first point of contact for all incoming customer inquiries via phone, email, and other channels, ensuring rapid response times and professional service delivery.
• Triage & Escalation: Assess customer needs accurately and route complex technical or account-level issues to the appropriate Customer Success Manager or Technical Support specialist.
• Tier 1 Support Resolution: Resolve foundational support issues independently, including password resets, basic product navigation questions, and billing inquiries.
• CRM Data Management: Maintain clean and accurate customer records in our CRM system, logging substantive notes and updating contact information to ensure data integrity.
• Product Expertise: Quickly become proficient in Pearl's provider-focused product offerings to educate customers on basic features, benefits, and use cases.
• Customer Feedback & Advocacy: Identify common pain points in the support queue and report actionable feedback to the broader team to drive product improvements and enhance user experience.

What You'll Need to Succeed

• Customer-First Mentality: A positive, "can-do" attitude with genuine passion for helping people solve problems and achieve success.
• Operational Efficiency: Ability to manage high volume of tasks, work through support pipelines quickly, and maintain accuracy under pressure.
• Communication Excellence: Clear, professional, and empathetic verbal and written communication skills suited for diverse customer interactions.
• Technical Aptitude: Comfortable working with web browsers, spreadsheets, CRM systems, and demonstrable ability to learn new software platforms quickly.
• Dental Industry Knowledge: While not required, prior experience in a dental office or demonstrated interest in dental technology is a significant advantage.
• Remote Work Adaptability: Ability to stay focused, organized, and productive in a remote, fast-paced environment with minimal supervision.
• Problem-Solving Orientation: Natural inclination to troubleshoot issues methodically and find creative solutions within operational guidelines.

💰 Compensation not publicly listed. Market estimate for similar roles: from $70K, varying by experience and location.