This job offer is not available in your country.
Customer Support Executive (US-Legal Tech) A126
PearlCentral Visayas, PH5 days ago
Job type
- Quick Apply
Job descriptionRespond to inbound Zendesk tickets and live chat inquiries from law firm clients during off-hours (U.S. and Asia coverage) Troubleshoot basic platform issues or user confusion, including document upload errors and account access Reference and interpret the company’s internal 100-page guidebook to deliver accurate and helpful support Escalate complex issues internally and follow through until resolved Design, draft, and implement SOPs for CSR workflows, ticket handling, escalation paths, and resolution standards Tag recurring issues for process improvements or documentation updates Participate in QA / bug testing when new product iterations are released to flag potential customer-impacting issues before launch. Assist with ad-hoc admin tasks , including guidebook updates, FAQ documentation, and internal support coordination System Onboarding : Learn ILS’ platform functionality, Zendesk workflows, and SOPs Shadowing : Observe live support interactions to understand tone and troubleshooting expectations Knowledge Base Deep Dive : Study the internal 100-page guidebook and documentation to build platform fluency Communication Calibration : Align on tone, language, and etiquette when dealing with high-end legal clients Test Tickets & Chat Drills : Practice responding to mock tickets and live scenarios directly with the founding team Support Metrics & KPIs : Develop, define, and track relevant KPIs to monitor support performance and identify opportunities for improvement. Start live coverage by end of Week 1 (with oversight) Neutral English accent and exceptional written English Prior experience in customer support (minimum 2 years), ideally covering graveyard / off-hours Tech-savvy with the ability to learn new platforms quickly and provide calm, precise responses Strong attention to detail and comfort following particular procedures Can work independently and reliably with little supervision during early morning hours. Background in legal tech or B2B SaaS support Experience handling Zendesk , Intercom , or similar ticketing / live chat platforms Familiarity with SaaS onboarding flows and knowledge base creation Prior exposure to U.S. professional services (especially law or finance) Previous leadership or training experience, especially in mentoring CSRs or onboarding new team members Competitive Salary : To be discussed during the interview Remote Work : Fully remote—work from anywhere Generous PTO : Ample paid time off to rest and recharge Direct Mentorship : Grow through guidance from international industry experts Learning & Development : Ongoing access to resources for professional growth Global Networking : Work and connect with professionals around the world Work-Life Balance : Flexible hours that support a healthy work-life balance Application PreScreening Skills Assessment Top-grading Interview Client Interview Job Offer Client Onboarding
Work Arrangement : Fully remote
Work Schedule : 8-hour shifts during off-peak UK hours, aligned to U.S. East Coast, West Coast, and Asia-based client time zones
- Example shifts may run between 6 : 00AM - 2 : 00PM GMT+8, with flexibility for week 1 of onboarding
Job Type : Independent Contractor, Full-time.
Salary Range : Based on experience, to be discussed during the interview
About Pearl Talent
Pearl 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 here
Why Work with Us?
We’re not just another recruiting firm—we focus on placing candidates with exceptional US and EU founders who prioritize the long-term success of their team members. We also provide retention bonuses at 3, 6, 9, and 12 months, as well as community-driven benefits like an annual retreat.
About the Company
The Company is a London-based legal technology company transforming how large U.S. law firms manage side letters and contract data with its proprietary AI tool. The Company supports clients across global time zones and is scaling its support operations to meet increasing demand from elite law firms. Founded by a lean team of legal-tech experts, it values forward-thinking, reliability, and strong communication.
The work environment is collaborative, mission-driven, and designed for long-term team building. The successful candidate will play a key role in creating a human-centered support experience as the Company continues to grow.
Key Responsibilities :
Immediate Tasks in the first 30 days :
Requirements
Must-Haves :
Nice-to-Haves :
Benefits
Benefits
Our Recruitment Process
Create a job alert for this search
Customer Support • Central Visayas, PH
Related jobs
We’re looking for a reliable and detail-oriented.Customer Support & Fulfillment Assistant.This role involves processing refunds, creating shipping labels, and handling inbound customer calls.Yo...Show moreLast updated: 19 days ago Pearl 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 l...Show moreLast updated: 5 days ago 
In this role, you’ll respond to inquiries via Intercom, resolve issues using our internal tools, and deliver a support experience that’s fast, clear, and rooted in empathy.If you’re comfortable sup...Show moreLast updated: 18 days ago Monday to Friday, 9 : 00 AM – 5 : 00 PM EST.Standard PTO policy as per company guidelines.Competitive, based on experience.
Pearl works with the top 1% of candidates from around the world and connects t...Show moreLast updated: 23 days ago Fully Remote, must overlap with US (ET) hours.Full-time, Independent Contractor.Monday–Friday, 9 : 00 AM – 6 : 00 PM ET (flexible overlap with PST as needed).
Pearl works with the top 1% of candidates f...Show moreLast updated: 16 days ago This is more than just a calendar management role—you’ll serve as a.If you’re proactive, decisive, and know how to anticipate the needs of high-performing leaders, this is the role for you.Maintain...Show moreLast updated: 18 days ago 
We are seeking a skilled GoHighLevel and Automation Specialist to design, implement, and optimize marketing automation workflows and CRM systems.
The ideal candidate will have extensive experience w...Show moreLast updated: 23 days ago Customer Support Agent (with Shopify & Gorgias Experience).Remote (Philippines preferred).The ideal candidates will have excellent communication skills, a strong customer-first mindset, and han...Show moreLast updated: 19 days ago SaaS platforms and data analytics.This role is ideal for someone who thrives in solving technical challenges, enjoys working with data, and has the ability to communicate solutions clearly to custo...Show moreLast updated: 18 days ago Customer Support & Operations Assistant.This role focuses on two main areas : .If you’re detail-oriented, thrive in a fast-paced environment, and have excellent English communication skills, this...Show moreLast updated: 18 days ago Customer Service Support Specialist.This role is ideal for someone who thrives in fast-paced environments, enjoys problem-solving, and can communicate clearly and professionally.You’ll be the first...Show moreLast updated: 18 days ago 
Passionate about blockchain technology and the future of digital finance?.What if you had a chance to be part of a dynamic trading platform redefining the crypto trading experience?.Unlock your pot...Show moreLast updated: 11 days ago
- Promoted
Remote Customer Support Specialist - $4.50 USD per hour
ETechTagbilaran, Bohol In a world of disruption and increasingly complex business challenges, our professionals bring truth into focus with the Etech Lens.
Our sharp analytical skills, paired with the latest technology, a...Show moreLast updated: 2 days ago
Customer Support & Fulfillment Assistant
Remote VACentral Visayas, PHQuick Apply
Customer Support Manager (US-Based Legal-Tech Company) A123
PearlCentral Visayas, PHQuick Apply
- Promoted
Customer Support Specialist - WFH - $4.50 USD per hour
ETechTagbilaran, Bohol In a world of disruption and increasingly complex business challenges, our professionals bring truth into focus with the Etech Lens.
Our sharp analytical skills, paired with the latest technology, a...Show moreLast updated: 2 days ago
- Promoted
Remote Customer Service - $4.50 USD per hour
ETechTagbilaran, Bohol In a world of disruption and increasingly complex business challenges, our professionals bring truth into focus with the Etech Lens.
Our sharp analytical skills, paired with the latest technology, a...Show moreLast updated: 2 days ago
Technical Product Customer Support (SaaS Platform)
Hire OverseasCentral Visayas, PHQuick Apply
Client Success & Sales Support Specialist (US-Based Retail Company)
PearlCentral Visayas, PHQuick Apply
Admin Support - (US-Based Finance Company)
PearlCentral Visayas, PHQuick Apply
- Promoted
WFH Customer Support - Flexible Schedule - $4.50 USD per hour
ETechTagbilaran, Bohol In a world of disruption and increasingly complex business challenges, our professionals bring truth into focus with the Etech Lens.
Our sharp analytical skills, paired with the latest technology, a...Show moreLast updated: 2 days ago
- Promoted
Remote Customer Associate - $4.50 USD per hour
ETechTagbilaran, Bohol In a world of disruption and increasingly complex business challenges, our professionals bring truth into focus with the Etech Lens.
Our sharp analytical skills, paired with the latest technology, a...Show moreLast updated: 2 days ago
Executive Assistant (Startup Operations & Leadership Support)
Hire OverseasCentral Visayas, PHQuick Apply
GHL and Automation Specialist
DreamHire.comCentral Visayas, PHQuick Apply
Customer Support Agent
Remote VACentral Visayas, PHQuick Apply
Technical Support Specialist (SaaS & Data Analytics)
Hire OverseasCentral Visayas, PHQuick Apply
- Promoted
Customer Service Representative - Work from home - $4.50 USD per hour
ETechTagbilaran, Bohol In a world of disruption and increasingly complex business challenges, our professionals bring truth into focus with the Etech Lens.
Our sharp analytical skills, paired with the latest technology, a...Show moreLast updated: 2 days ago
Customer Support & Operations Assistant (Philippines)
Hire OverseasCentral Visayas, PHQuick Apply
Customer Service Support
Hire OverseasCentral Visayas, PHQuick Apply
(Native Chinese) Chat Support Consultant, crypto (Remote)
SupportYourAppCentral Visayas, PHQuick Apply