Customer Support Executive (US-Legal Tech) - A361

Industry
Legal Technology / SaaS

Work Arrangement
Fully Remote

Job Type
Independent Contractor, Full-time

Work Schedule
Saturday - Wednesday 9:00 am - 5:00 pm ET

Locations
Philippines

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?

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.

About the Company

The company is a fast-growing legal technology startup building AI-powered solutions for enterprise law firms. It focuses on transforming how legal teams manage contract data and complex documentation workflows. Operating across global time zones, the company supports high-profile clients and is scaling its support function to deliver reliable, high-quality service. The environment is collaborative, detail-oriented, and driven by innovation and operational excellence.

Role Overview

We are seeking a Customer Support Specialist to provide high-quality support to global law firm clients during off-hours coverage. This role is responsible for handling inbound support tickets and live chat inquiries, troubleshooting platform issues, and ensuring a seamless customer experience. You will work independently while following structured documentation and processes, including a comprehensive internal guidebook. The role is execution-focused with opportunities to contribute to SOP creation and process improvements. This position is ideal for detail-oriented, tech-savvy individuals who thrive in structured yet fast-paced environments and can maintain professionalism during early morning shifts.

Your Impact

You will play a critical role in maintaining high client satisfaction by delivering timely and accurate support across global time zones. Your work will directly improve response times, reduce unresolved tickets, and enhance the overall customer experience. By identifying recurring issues and contributing to documentation and SOP improvements, you will help streamline support operations and reduce friction for both clients and internal teams. You will also support product quality by participating in QA and bug testing prior to releases.

Core Responsibilities

Customer Support & Ticket Management – 50%

• Respond to inbound Zendesk tickets and live chat inquiries promptly and professionally
• Troubleshoot platform issues such as document upload errors and account access problems
• Provide clear, concise, and accurate guidance based on internal documentation
• Ensure all tickets are resolved or escalated within defined SLAs

Process Adherence & Documentation – 20%

• Reference and apply the internal guidebook to ensure consistent support delivery
• Follow established workflows, escalation paths, and resolution standards
• Maintain detailed and accurate records of customer interactions

SOP Development & Process Improvement – 15%

• Design and document SOPs for customer service workflows and ticket handling
• Identify recurring issues and recommend improvements to processes or documentation
• Assist in updating FAQs and internal knowledge base materials

Escalation & Cross-Team Coordination – 10%

• Escalate complex issues to internal teams and track them through resolution
• Collaborate with product and engineering teams when necessary
• Ensure timely follow-ups on pending issues

QA Testing & Admin Support – 5%

• Participate in QA and bug testing for new product releases
• Support ad-hoc administrative tasks and internal coordination efforts

Requirements

Must-Haves (Required)

• At least 2 years of experience in customer support or client-facing roles
• Strong written and verbal English communication skills with a neutral accent
• Experience handling support during graveyard or off-hours shifts
• High attention to detail and ability to follow structured processes
• Tech-savvy with the ability to quickly learn new platforms and tools
• Ability to work independently with minimal supervision

Nice-to-Haves (Preferred)

• Experience in legal tech or B2B SaaS environments
• Familiarity with U.S. professional services industries (law or finance)
• Experience in onboarding, training, or mentoring support team members
• Background in knowledge base creation or SOP development

Tools Proficiency

Must-Haves (Required)

• Zendesk or similar ticketing platforms
• Live chat support tools
• Google Workspace (Docs, Sheets, Gmail)
• Slack or similar communication tools

Nice-to-Haves (Preferred)

• Intercom or similar customer messaging platforms
• Knowledge base tools (e.g., Notion, Confluence)
• QA or bug tracking tools

Benefits

• Competitive Salary: Based on experience and skills
• Remote Work: Fully remote—work from anywhere
• Team Incentives: Recognition for maintaining 100% CRM hygiene and on-time reporting
• Generous PTO: In accordance with company policy
• Health Coverage for PH-based talents: HMO coverage after 3 months for full-time employees
• Direct Mentorship: Guidance from international industry experts
• Learning & Development: Ongoing access to resources for professional growth
• Global Networking: Connect with professionals worldwide

Our Recruitment Process

1. Application
2. Screening
3. Skills Assessment
4. Topgrading Interview
5. Client Interview
6. Job Offer
7. Client Onboarding

Ready to Join Us?

If you’re empathetic, organized, and passionate about improving patient experiences through operational excellence, this role is for you. Apply now to help make specialized healthcare more accessible to patients across the U.S.