Customer Success Associate (Part-Time)

Pearl•Lehi, UT

11d

About The Position

We are seeking a customer-centric, energetic, and highly organized Customer Success Associate to join our team in a part-time capacity. This role is the "front line" of Pearl, responsible for managing incoming customer outreach and ensuring every user feels supported from the moment they reach out. Your primary goal is to triage incoming requests via phone and email, resolve "quick-win" support issues, and escalate more complex strategic needs to the appropriate teams. This is a queue-based role perfect for someone who thrives in a fast-paced environment and enjoys being a problem-solver.

Requirements

Customer First Mentality: A positive, "can-do" attitude with a passion for helping people.
Efficiency: Ability to manage a high volume of tasks and work through a pipeline of tickets quickly and accurately.
Communication: Clear, professional, and empathetic verbal and written communication skills.
Technical Aptitude: Comfortable working with browsers, spreadsheets, and learning new software quickly.
Adaptability: Ability to stay focused in a remote, fast-paced environment.
Demonstrated AI Curiosity & Operational Leverage: A proven track record of rapidly adopting and experimenting with emerging technologies (including AI/LLMs) to eliminate manual workflows, iterate quickly, and create scalable systems.
Builder’s Mindset: You do not wait for perfect processes to be handed to you; you proactively identify bottlenecks and use data, automation, or AI tools to drive team efficiency and reduce single-point-of-failure risks.

Nice To Haves

Dental Familiarity: While not required, experience in a dental office or an interest in dental technology is a significant plus.

Responsibilities

Queue Management: Act as the first point of contact for all incoming customer inquiries (calls, emails, etc.), ensuring rapid response times.
Triage & Escalate: Assess customer needs and accurately route complex technical or account-level issues to the appropriate CSM or Technical Support specialist.
Simple Support: Resolve "Tier 1" issues, including password resets, basic product navigation questions, and billing inquiries.
Data Integrity: Maintain clean and accurate customer records in our CRM, logging substantive notes and updating contact information.
Product Knowledge: Quickly become an expert in Pearl’s provider-focused product offerings to help educate customers on basic features and benefits.
Customer Advocacy: Identify common "pain points" in the queue and report feedback to the broader team to help improve the overall user experience.