Customer Support Specialist
Atlanta, Georgia, United States Hybrid
$50,000–$65,000 a yearJobFig found this opening at its original source and checks that it remains available.
About the role
We're looking for a Customer Support Specialist who will be focused on our support queue: responding to customers promptly, professionally, and thoroughly, and making sure nothing falls through the cracks. This is a small team, so this role isn't one of many people who can blend into the queue; it requires someone who takes real ownership of it. You'll work with the full range of Pearly's customer base, from single-location dental practices to large, multi-location DSOs, and should be comfortable adjusting your tone and approach to match each: warm and straightforward with individual practices, and polished and precise with larger B2B accounts. Beyond day-to-day ticket resolution, you'll keep an eye on the bigger picture: noticing patterns in what customers are running into and surfacing them to management before they become recurring problems.
What you'll bring
- Hungry and Professional.
- You're hungry and eager to solve customer problems while maintaining a high level of professionalism.
- Strong written and verbal communication skills.
- Technological Proficiency.
- Experience with support platforms (Pylon, Zendesk, or similar) and a track record of improving support operations, not just executing within them.
- Ownership Mindset.
- This is a small team, so you won't be one of many people the queue can lean on.
- You'll operate with a high degree of autonomy and take ownership not just of the support queue and ticketing process, but of the outcome: fully solving customer issues, not just closing tickets, in a way that supports customer satisfaction, retention, and NPS.
- Familiarity with financial/accounting terminology and concepts.
- Based in the Atlanta area, working in a hybrid capacity.
- 2+ years of experience in customer support, with a proven record of handling a support queue.
- ideally in B2B SaaS