Customer Support Specialist

ABOUT PEARLY

Pearly is modernizing dental billing and payments for thousands of dental offices across the country (DSOs, dental groups, and independent practices). 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 from pre-visit through post-visit.

We're a growth-stage company with a strong product-market fit serving over 3,000 offices and a small, high-caliber team that moves fast and builds things the right way. As we scale,, we're looking for high-talent, high-integrity people to join us on our mission to reimagine dental billing, collections, and engagement.

We're looking for a Customer Support Specialist who will be focused on our support queue: responding to customers promptly, professionally, and thoroughly, and making sure nothing falls through the cracks. This is a small team, so this role isn't one of many people who can blend into the queue; it requires someone who takes real ownership of it.

You’ll work with the full range of Pearly's customer base, from single-location dental practices to large, multi-location DSOs, and should be comfortable adjusting your tone and approach to match each: warm and straightforward with individual practices, and polished and precise with larger B2B accounts.

Beyond day-to-day ticket resolution, you'll keep an eye on the bigger picture: noticing patterns in what customers are running into and surfacing them to management before they become recurring problems.

• 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 with customers and internally. Surface product issues & ideas, flag CS for account health concerns, or pull in Sales for upsell signals.

• First Response Time: within 3 business hours, with same-day acknowledgment across all channels.

• Resolution Time: Resolve first-line tickets within 1 business day; hand off tickets requiring technical or integration expertise the same day they're identified.

• Customer Satisfaction (CSAT): Maintain a CSAT score of 90% or higher across resolved tickets.

• Escalation Accuracy: Keep escalations to the Technical Support Specialist that get sent back for missing context under 5%.

• Queue Health: Keep the open ticket backlog at or below 1.5x average daily ticket volume, reviewed weekly, and ensure no ticket goes more than 24 hours without an update.

• Hungry and Professional. You're hungry and eager to solve customer problems while maintaining a high level of professionalism. You look forward to…