Customer Service Representative - REMOTE - SR002

Department : Customer Service and Client Relations

Work Arrangement : Remote

Job Type : Independent Contractor, Full Time

Work 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 skills

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.

Role Overview

The 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 Impact

Your 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 Responsibilities

Customer Relationship Management (40%)

• Serve as first point of contact for customers via phone, email, live chat, and SMS
• Respond to customer inquiries promptly, professionally, and empathetically across all channels
• Build rapport and provide personalized recommendations based on customer needs
• Follow up with clients to ensure satisfaction and gather valuable feedback
• Build strong client relationships through consistent communication and support
• Maintain warm, clear communication that balances professionalism with approachability
• Act as brand ambassador delivering white-glove service that exceeds expectations

Order Management & Account Coordination (30%)

Problem Resolution & Issue Management (15%)

Documentation & Administrative Support (10%)

Revenue Growth & Process Improvement (5%)

Requirements

Must-Haves (Required)

Nice-to-Haves (Preferred)

Tools Proficiency

Must-Haves (Required)

Nice-to-Haves (Preferred)

Benefits

Our Recruitment Process

Ready to Join Pearl Talent?

If you're proactive, reliable, and excited to work with high-performing teams across industries, we'd love to hear from you. Apply today and become part of Pearl Talent's global community.