Customer Service Representative - REMOTE - AP002

Department: Customer Service and Client RelationsWork Arrangement: RemoteJob Type: Independent Contractor, Full TimeWork Schedule: US Time Zone (expected to be flexible with the client's preference, including weekends and US holidays during peak seasons)Locations: Philippines, LATAM, South Africa, Kenya, and other remote regions with excellent English communication skillsAbout Pearl TalentPearl 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.Hear why we exist, what we believe in, and who we're building for: WATCH HEREWhy Work with Us?At Pearl, we're not just another recruiting firm—we connect you with exceptional opportunities to work alongside visionary US and EU founders. Our focus is on placing you in roles where you can grow, be challenged, and build long-term, meaningful careers.Role OverviewThe Customer Service Representative serves as the frontline liaison between the company and its clients, ensuring seamless customer experiences through professional, empathetic communication. This role goes beyond answering inquiries—you'll manage customer relationships, drive process improvements, support account management, and contribute to building exceptional customer loyalty. You'll handle diverse customer needs across multiple channels while maintaining high standards of service excellence in fast-paced, often high-touch environments including tech startups, e-commerce, clean-tech, and luxury service industries.Your ImpactYour work will directly contribute to maintaining the company's reputation for excellence, fostering client loyalty, and increasing revenue through exceptional service and strategic upselling. You'll play a key role in turning one-time buyers into lifelong customers while reducing operational burden on internal teams. By identifying trends and recommending improvements, you'll help shape better customer experiences and more efficient processes. Your ability to handle complex situations with professionalism will ensure customer satisfaction remains high during periods of rapid company growth.Core ResponsibilitiesCustomer Relationship Management (40%)Serve as first point of contact for customers via phone, email, live chat, and SMSRespond to customer inquiries promptly, professionally, and empathetically across all channelsBuild rapport and provide personalized recommendations based on customer needsFollow up with clients to ensure satisfaction and gather valuable feedbackBuild strong client relationships through consistent communication and supportMaintain warm, clear communication that balances professionalism with approachabilityAct as brand ambassador delivering white-glove service that exceeds expectationsOrder Management & Account Coordination (30%)Process phone and online orders with accuracy and efficiencyMonitor and update customer accounts ensuring data accuracyAssist in onboarding new clients and guiding them through company systems and platformsCoordinate with operations, design, and logistics teams for timely delivery and fulfillmentManage order changes, cancellations, special requests, and account updatesSupport clients in navigating tech-enabled communication platforms and systemsSet up new accounts and assist with manual work, automations, and account creationProblem Resolution & Issue Management (15%)Provide solutions to customer issues, troubleshooting common problems independentlyResolve customer concerns with professionalism, urgency, and ownershipEscalate complex concerns to appropriate teams when necessary while keeping clients updatedHandle difficult conversations calmly and professionally, especially with frustrated customersClearly explain billing, utility, and service concepts to non-technical customer basesReview bills, usage patterns, and spot trends to form first-pass hypothesesTranslate technical or billing information into customer-friendly explanationsDocumentation & Administrative Support (10%)Document all customer interactions, feedback, and case history in CRM systemsMaintain accurate notes and ticket management following workflow standardsTag and escalate issues according to established protocols and SOP guidelinesCollaborate with operations teams to address recurring customer issuesAssist with light operations tasks during lower call volume periodsHelp organize communication records and maintain SOP reference materialsGenerate customer satisfaction reports and issue resolution metricsRevenue Growth & Process Improvement (5%)Identify upsell and cross-sell opportunities during customer interactionsPromote seasonal o