Support Specialist

Pearly • Atlanta, GA

4d • Hybrid

About The Position

Pearly is modernizing dental billing and payments for thousands of dental offices across the country. We're on a mission to help dental practices save time and get paid faster, while giving patients a transparent, modern, and convenient way to understand and pay for dental care. We are a growth-stage company with a strong product-market fit, serving over 3,000 offices with a small, high-caliber team that moves fast. We are looking for high-talent, high-integrity people to join us on our mission to reimagine dental billing, collections, and engagement. This role focuses on managing the support queue, responding to customers promptly, professionally, and thoroughly, ensuring nothing falls through the cracks. The role requires someone who takes ownership of the support queue and can adapt their communication style for different customer segments, from individual practices to large B2B accounts. Beyond daily ticket resolution, the Support Specialist will identify patterns in customer issues and surface them to management to prevent recurring problems.

Requirements

• Hungry and Professional. You're hungry and eager to solve customer problems while maintaining a high level of professionalism. You look forward to jumping on the phone and enjoy the process of finding solutions just as much as the outcome.
• 2+ years of experience in customer support (ideally in B2B SaaS), with a proven record of handling a support queue.
• Strong written and verbal communication skills. This role will require you to spend much of your day communicating with customers on the phone and via email, as well as creating comprehensive internal documentation as we continue to grow.
• Technological Proficiency. Experience with support platforms (Pylon, Zendesk, or similar) and a track record of improving support operations, not just executing within them.
• Ownership Mindset. This is a small team, so you won't be one of many people the queue can lean on. You'll operate with a high degree of autonomy and take ownership not just of the support queue and ticketing process, but of the outcome: fully solving customer issues, not just closing tickets, in a way that supports customer satisfaction, retention, and NPS.
• Familiarity with financial/accounting terminology and concepts.
• Based in the Atlanta area, working in a hybrid capacity.

Responsibilities

• Manage and Own the Support Queue: Take full ownership of our customer support queue, responding promptly, professionally, and thoroughly to all customer inquiries so customers feel heard, supported, and satisfied with each interaction.
• First-Line Troubleshooting: Serve as the first point of contact for incoming customer issues, using strong troubleshooting skills to quickly diagnose problems and offer solutions.
• Escalate Technical Issues: Hand off complex technical or integration issues to the Technical Support Specialist once they're beyond first-line troubleshooting, with clear context so nothing gets lost in the handoff.
• Identify & Surface Patterns: Spot trends across tickets, recurring bugs, confusing workflows, common points of friction, and roll them up to management proactively, rather than waiting to be asked.
• Manage the Ticketing System: Work with the CS team to ensure tickets are handled efficiently, and suggest and implement improvements to the ticketing system as you see fit.
• Create Internal and External Resources: Contribute to an internal knowledge base for team efficiency and build external resources that enable customer self-support.
• Communicate Effectively: Communicate proactively with customers and internally. Surface product issues & ideas, flag CS for account health concerns, or pull in Sales for upsell signals.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed