Customer Support Specialist

Job description

**ABOUT PEARLY** Pearly is modernizing dental billing and payments for thousands of dental offices across the country (DSOs, dental groups, and independent practices). We're on a mission to help dental practices save time and get paid faster, while giving patients a transparent, modern, and convenient way to understand and pay for dental care from pre-visit through post-visit. We're a growth-stage company with a strong product-market fit serving over 3,000 offices and a small, high-caliber team that moves fast and builds things the right way. As we scale,, we're looking for high-talent, high-integrity people to join us on our mission to reimagine dental billing, collections, and engagement. **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 DO** - **Manage and Own the Support Queue:** Take full ownership of our customer support queue, responding promptly, professionally, and thoroughly to all customer inquiries so customers feel heard, supported, and satisfied with each interaction. - **First-Line Troubleshooting:** Serve as the first point of contact for incoming customer issues, using strong troubleshooting skills to quickly diagnose problems and offer solutions. - **Escalate Technical Issues:** Hand off complex technical or integration issues to the Technical Support Specialist once they're beyond first-line troubleshooting, with clear context so nothing gets lost in the handoff. - **Identify & Surface Patterns:** Spot trends across tickets, recurring bugs, confusing workflows, common points of friction, and roll them up to management proactively, rather than waiting to be asked. - **Manage the Ticketing System:** Work with the CS team to ensure tickets are handled efficiently, and suggest and implement improvements to the ticketing system as you see fit. - **Create Internal and External Resources:** Contribute to an internal knowledge base for team efficiency and build external resources that enable customer self-support. - **Communicate Effectively:** Communicate proactively with with customers and internally. Surface product issues & ideas, flag CS for account health concerns, or pull in Sales for upsell signals. **KEY SUCCESS METRICS** - **First Response Time:** within 3 business hours, with same-day acknowledgment across all channels. - **Resolution Time:** Resolve first-line tickets within 1 business day; hand off tickets requiring technical or integration expertise the same day they're identified. - **Customer Satisfaction (CSAT):** Maintain a CSAT score of 90% or higher across resolved tickets. - **Escalation Accuracy:** Keep escalations to the Technical Support Specialist that get sent back for missing context under 5%. - **Queue Health:** Keep the open ticket backlog at or below 1.5x average daily ticket volume, reviewed weekly, and ensure no ticket goes more than 24 hours without an update. **QUALIFICATIONS** - Hungry and Professional. You're hungry and eager to solve customer problems while maintaining a high level of professionalism. You look forward to jumping on the phone and enjoy the process of finding solutions just as much as the outcome. - 2+ years of experience in customer support (ideally in B2B SaaS), with a proven record of handling a support queue. - Strong written and verbal communication skills. This role will require you to spend much of your day communicating with customers on the phone and via email, as well as creating comprehensive internal documentation as we continue to grow. - 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. Please apply and we look forward to meeting you!