Remote Sales & Customer Success Representative Software

Work From Anywhere in LATAM & SA

Work Schedule: EST │ 8:00 AM – 5:00 PM, Monday–Friday

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.

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About the Client

A bootstrapped B2B SaaS company serving the seasonal pool and field service industry is looking for a Customer Success & Inside Sales Representative to own the entire front-line customer experience — from inbound support to warm-lead sales conversion.

The company operates two connected businesses: a software platform used by pool service operators to manage scheduling, invoicing, and technician workflows, and a physical pool service company that doubles as a training ground for new hires. Leadership is lean and founder-led, with a culture that prioritizes ownership, autonomy, and quality of work over rigid structure or high-touch oversight.

About the Role

In this role, you'll spend your first 1–2 months embedded in the physical pool service side of the business, learning firsthand the workflows and pain points that customers bring to the software platform. From there, you'll transition into full ownership of inbound customer support, technical ticket triage, and warm-lead sales conversations — toggling between order resolution and consultative selling depending on the day.

Given the seasonal nature of the business, call volume and sales activity shift significantly throughout the year. Success means customers consistently feel heard and confident after every interaction, warm leads are followed up on without prompting, and the founder is fully removed from day-to-day front-line calls.

Core Responsibilities

Inbound Customer Success & Technical Support

• Answer inbound calls and emails from existing customers during core business hours (8:00 AM–5:00 PM EST)
• Resolve tier-1 support inquiries using the internal knowledge base and AI-assisted search tools
• Triage product bugs by collecting screenshots and replication steps, then log structured reports for engineering
• Manage all customer communication in Hub Spot, updating ticket status and clearing the inbox by end of shift

Warm Lead Sales & Outbound Follow-Up

• Conduct 15–30 minute discovery and quoting calls with warm inbound leads from forms, demos, and trade shows
• Execute Hub Spot sequencing tasks to follow up on sent quotes and nurture leads through the pipeline
• Own trade show lead follow-up (100–200 leads collected annually), converting leads during peak sales season
• Track and report on call volume, lead-to-quote conversion, and quote-to-close rate

Dual-Business Support & Cross-Training

• Complete a 1–2 month onboarding rotation within the physical pool service business to learn core workflows
• Apply hands-on service experience to inform and strengthen SaaS sales conversations
• Provide ongoing support to the pool service business as needed during its own peak season

CRM & Pipeline Management

• Maintain Hub Spot as the single source of truth, logging every call, quote, and follow-up with accurate deal stages
• Run recurring operational reports to flag stalled deals and track signed quotes
• Keep the task queue current, working through follow-up reminders proactively

Proactive Process Improvement

• Identify patterns in repeat customer questions and recommend knowledge base updates
• Use AI tools and internal documentation to self-resolve issues before escalating
• Adjust daily workload and pacing to match seasonal shifts in call and sales volume

Requirements

Must-Have

• 2+ years of consultative B2B or B2C phone sales experience with a track record of closing deals through discovery-based conversations (not high-volume outbound/call-center dialing)
• Hands-on experience managing a CRM pipeline in Hub Spot (or comparable platform such as Salesforce or Zoho), including sequencing, task management, and deal-stage tracking
• Experience in customer support or customer success handling live phone and email inquiries, including ticket logging and issue triage
• Background in SaaS, field…