📍 Job Overview

• Job Title: Customer Support Representative (Salesforce-focused)
• Company: Pearl
• Location: Argentina
• Job Type: Remote, Full-time
• Category: Customer Support
• Date Posted: 2025-06-11
• Experience Level: 2-5 years
• Remote Status: Remote (overlap with EST working hours)

🚀 Role Summary

Pearl is a global talent recruitment company connecting top-tier candidates with leading startups in the US and EU. They are seeking a Customer Support Representative (Salesforce-focused) to join their remote team, supporting a fast-growing SaaS company revolutionizing the insurance industry. The ideal candidate will align with the company's values, providing exceptional support to clients using their advanced CRM and Agency Management System built on Salesforce.

📝 Enhancement Note: This role requires a strong focus on client obsession, operational excellence, and team collaboration, with a deep understanding of Salesforce and a passion for customer support.

💻 Primary Responsibilities

• 🛠️ Triage, Troubleshoot, and Resolve Client Issues: Manage client issues via Salesforce, email, and chat, providing timely and accurate solutions.
• 🌟 Provide Salesforce-admin Level Support: Offer technical expertise in troubleshooting and resolving complex client issues, escalating when necessary.
• 🎓 Educate Clients on Best Practices: Guide clients on platform workflows, integrations, and automation, translating technical concepts into clear, user-friendly instructions.
• 📚 Document Issues and Update Internal Knowledge Bases: Maintain up-to-date records of client issues, ensuring continuous team learning and improvement.
• 📈 Identify Support Trends and Collaborate with Product Teams: Analyze support trends, collaborate with Product and Engineering to resolve root causes, and improve client experiences.
• 🤝 Maintain Internal Loop with Customer Success Managers and Account Executives: Coordinate with cross-functional teams to ensure high-touch client support and address client needs proactively.

🎓 Skills & Qualifications

Education: Relevant bachelor's degree or equivalent experience in customer support, technical support, or a related field.

Experience: Proven track record of 2+ years in customer support or technical support for SaaS or software products, with a strong focus on Salesforce administration.

Required Skills:

• 🛡️ Salesforce Admin Certification (active and up to date): Demonstrated expertise in Salesforce administration and troubleshooting.
• 🧠 Strong Problem-Solving Skills: Ability to diagnose and resolve complex technical issues efficiently.
• 🗣️ Excellent Verbal and Written English Communication: Clear and concise communication with clients and internal teams.
• 📝 Ability to Translate Complex System Behavior into Client-Friendly Language: Break down technical concepts into easy-to-understand instructions for clients.
• 📋 Strong Documentation Habits and Proactive Communication: Maintain accurate records and keep internal teams informed about client issues and resolutions.

Nice-to-Haves:

• 🏢 Experience in the Insurance, Fintech, or Agency Management Software Space: Familiarity with industry-specific workflows and client needs.
• 🛠️ Familiarity with Zendesk, HubSpot, and Jira: Experience with these tools can streamline support processes and improve efficiency.
• 🌱 Experience Working in a High-Growth SaaS Environment: Understanding of the dynamics and challenges of fast-paced, remote teams.

📊 Web Portfolio & Project Requirements (N/A)

This role does not require a web portfolio or project requirements, as it is focused on customer support rather than web development or server administration.

💵 Compensation & Benefits

Salary Range: Competitive salary, to be discussed during the interview.

Benefits:

• 🏝️ 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.

Working Hours: Monday to Friday, 9:00 AM – 5:00 PM EST (with flexibility based on client/user needs)

🎯 Team & Company Context

🏢 Company Culture

Industry: Global talent recruitment for leading startups in the US and EU.

Company Size: Pearl works with the top 1% of candidates worldwide, connecting them with the best startups.

Founded: Pearl's founding date is not specified in the provided information.

Team Structure:

• 🌐 Global Talent Network: Pearl has a global network of top-tier candidates, enabling them to connect with the best startups worldwide.
• 🤝 Cross-Functional Collaboration: Pearl works closely with startups, understanding their unique needs and matching them with suitable candidates.
• 🌱 Continuous Growth and Development: Pearl focuses on promoting candidates and providing opportunities for long-term success.

Development Methodology: Not specified in the provided information.

Company Website: Pearl Talent

📝 Enhancement Note: While the provided information does not specify Pearl's development methodology, it is likely that they follow best practices in talent recruitment, focusing on understanding client needs and matching them with suitable candidates.

📈 Career & Growth Analysis

Customer Support Representative Career Level: This role is an intermediate-level position, requiring a balance of technical expertise and customer support skills. The ideal candidate will have 2-5 years of experience in customer support or technical support for SaaS or software products.

Reporting Structure: The Customer Support Representative will report directly to the Customer Success team, collaborating closely with Product, Sales, and Engineering teams to ensure high-touch client support.

Technical Impact: The Customer Support Representative will have a significant impact on client satisfaction and retention, serving as the first line of defense in ensuring a smooth, efficient, and positive client experience.

Growth Opportunities:

• 🌱 Professional Development: Pearl offers ongoing access to resources for professional growth, enabling candidates to expand their skills and advance their careers.
• 🌟 Long-Term Success: Pearl is committed to promoting candidates and working with them over many years, providing opportunities for long-term success and growth.
• 🌍 Global Networking: Working with Pearl allows candidates to connect with professionals around the world, expanding their networks and enhancing their career prospects.

📝 Enhancement Note: While the provided information does not specify the exact growth opportunities available at Pearl, it is clear that the company is committed to promoting candidates and providing opportunities for long-term success and growth.

🌐 Work Environment

Office Type: Fully remote, with an overlap with EST working hours.

Office Location(s): Argentina (open only to candidates based in Argentina)

Workspace Context:

• 🌐 Remote Collaboration: Pearl's remote work environment enables candidates to work from anywhere, fostering flexibility and work-life balance.
• 🌐 Global Networking: Working with Pearl allows candidates to connect with professionals around the world, expanding their networks and enhancing their career prospects.
• 🌐 Flexible Working Hours: Pearl offers flexible hours that support a healthy work-life balance, with the ability to work from anywhere.

Work Schedule: Monday to Friday, 9:00 AM – 5:00 PM EST (with flexibility based on client/user needs)

📝 Enhancement Note: While the provided information does not specify the exact work schedule for Pearl's remote team, it is clear that the company offers flexible hours that support a healthy work-life balance.

📄 Application & Technical Interview Process

Interview Process:

1. Application: Submit your application through the provided link.
2. Screening: Pearl will review your application and contact you if you are a suitable candidate for the role.
3. Top-grading Interview: Pearl will conduct a top-grading interview to assess your skills and cultural fit.
4. Skills Assessment: Pearl will evaluate your Salesforce administration and customer support skills through a skills assessment.
5. Client Interview: Pearl will introduce you to the client, allowing you to discuss the role and company culture further.
6. Job Offer: If you are a suitable candidate for the role, Pearl will extend a job offer.
7. Client Onboarding: Pearl will facilitate your onboarding with the client, ensuring a smooth transition into the role.

Portfolio Review Tips: N/A (This role does not require a web portfolio)

Technical Challenge Preparation: N/A (This role does not require technical challenges)

ATS Keywords: (Not applicable for this role, as it is focused on customer support rather than web development or server administration)

📝 Enhancement Note: While the provided information does not specify the exact interview process for Pearl's Customer Support Representative role, it is clear that the company follows a structured approach to assessing candidates' skills and cultural fit.

🛠 Technology Stack & Web Infrastructure (N/A)

This role does not require a specific technology stack or web infrastructure, as it is focused on customer support rather than web development or server administration.

👥 Team Culture & Values

Customer Support Values:

• 🏆 Client Obsession: Pearl's success begins with their clients', ensuring a smooth, efficient, and positive client experience.
• 🌟 SaaS with Soul: Pearl believes in tech that's human-centered, embodying empathy, patience, and clarity in every customer interaction.
• 📚 Operational Excellence: Accuracy, accountability, and problem resolution are key to building trust with clients.
• 🤝 Team Over Ego: Pearl's team collaborates tightly with Product, Sales, and Engineering to close the loop and ensure high-touch client support.

Collaboration Style:

• 🤝 Cross-Functional Integration: Pearl works closely with startups, understanding their unique needs and matching them with suitable candidates.
• 🌐 Global Networking: Pearl has a global network of top-tier candidates, enabling them to connect with the best startups worldwide.
• 🌱 Continuous Growth and Development: Pearl focuses on promoting candidates and providing opportunities for long-term success.

📝 Enhancement Note: While the provided information does not specify the exact collaboration style for Pearl's team, it is clear that the company values cross-functional integration and global networking, fostering a collaborative and inclusive work environment.

🌐 Work Environment

Office Type: Fully remote, with an overlap with EST working hours.

Office Location(s): Argentina (open only to candidates based in Argentina)

Workspace Context:

• 🌐 Remote Collaboration: Pearl's remote work environment enables candidates to work from anywhere, fostering flexibility and work-life balance.
• 🌐 Global Networking: Working with Pearl allows candidates to connect with professionals around the world, expanding their networks and enhancing their career prospects.
• 🌐 Flexible Working Hours: Pearl offers flexible hours that support a healthy work-life balance, with the ability to work from anywhere.

Work Schedule: Monday to Friday, 9:00 AM – 5:00 PM EST (with flexibility based on client/user needs)

📝 Enhancement Note: While the provided information does not specify the exact work schedule for Pearl's remote team, it is clear that the company offers flexible hours that support a healthy work-life balance.

📌 Application Steps

To apply for this Customer Support Representative (Salesforce-focused) position:

1. Submit your application through the application link.
2. Prepare for the top-grading interview by researching Pearl's company culture and understanding their values.
3. Brush up on your Salesforce administration skills and be ready to demonstrate your expertise in the skills assessment.
4. Familiarize yourself with the client's company culture and be prepared to discuss your fit for the role in the client interview.
5. If offered the position, prepare for a smooth onboarding process with the client, facilitated by Pearl.

⚠️ Important Notice: This enhanced job description includes AI-generated insights and customer support industry-standard assumptions. All details should be verified directly with Pearl before making application decisions.