Customer Success Associate (Part-Time)

Job description

This is a Part-Time (20 hours/week), remote position. Candidates must be based on the East Coast and must be available to work East Coast business hours. 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 (Part-Time) to join our team. This role is the "front line" of Pearl, responsible for managing incoming customer outreach and ensuring every user feels supported from the moment they reach out. Your primary goal is to triage incoming requests via phone and email, resolve "quick-win" support issues, and escalate more complex strategic needs to the appropriate teams. This is a queue-based role perfect for someone who thrives in a fast-paced environment and enjoys being a problem-solver. What You’ll Do - Queue Management: Act as the first point of contact for all incoming customer inquiries (calls, emails, etc.), ensuring rapid response times. - Triage & Escalate: Assess customer needs and accurately route complex technical or account-level issues to the appropriate CSM or Technical Support specialist. - Simple Support: Resolve "Tier 1" issues, including password resets, basic product navigation questions, and billing inquiries. - Data Integrity: Maintain clean and accurate customer records in our CRM, logging substantive notes and updating contact information. - Product Knowledge: Quickly become an expert in Pearl’s provider-focused product offerings to help educate customers on basic features and benefits. - Customer Advocacy: Identify common "pain points" in the queue and report feedback to the broader team to help improve the overall user experience. What You’ll Need to Succeed - Customer First Mentality: A positive, "can-do" attitude with a passion for helping people. - Efficiency: Ability to manage a high volume of tasks and work through a pipeline of tickets quickly and accurately. - Communication: Clear, professional, and empathetic verbal and written communication skills. - Technical Aptitude: Comfortable working with browsers, spreadsheets, and learning new software quickly. - Dental Familiarity: While not required, experience in a dental office or an interest in dental technology is a significant plus. - Adaptability: Ability to stay focused in a remote, fast-paced environment. - Demonstrated AI Curiosity & Operational Leverage: A proven track record of rapidly adopting and experimenting with emerging technologies (including AI/LLMs) to eliminate manual workflows, iterate quickly, and create scalable systems. - Builder’s Mindset: You do not wait for perfect processes to be handed to you; you proactively identify bottlenecks and use data, automation, or AI tools to drive team efficiency and reduce single-point-of-failure risks. Position Details - Status: Part-Time (Hourly) - Location: Remote- East Coast based - Schedule: 10-20 hours per week, Monday–Friday What We Offer - Ongoing Training and Development. - Opportunity for growth. - A collaborative work environment. - Competitive hourly compensation.