Customer Support Specialist
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Job Description
Customer Support Specialist handling customer requests, data verification, CRM hygiene, and reporting workflows. Supporting Pearl’s mission to make home performance visible and valuable in real estate.
Responsibilities:
- Respond to inbound customer tickets, emails, and escalations within established SLA targets
- Resolve common requests using documented playbooks and knowledge base articles
- Escalate requests outside documented processes to the Customer Experience Manager or Director
- Process customer data submissions and reporting requests according to documented workflows
- Verify equipment details, product specifications, and supporting documentation against source records
- Research and validate asset and equipment specifications
- Correct customer records, including addresses, model numbers, and missing fields
- Perform daily data processing and cross-referencing between systems
- Run bulk data uploads, mass record updates, and established batch automation tools
- Manage stuck and blocked queues and escalate tooling gaps
- Maintain contact, company, and ticket accuracy in HubSpot
- Identify and merge duplicate records, complete missing fields, and accurately log customer interactions
- Perform accuracy spot checks on reports and processed submissions before customer delivery
- Process customer onboarding and offboarding documentation
- Maintain shared trackers and team process documentation
- Support recurring reporting tasks and list building for customer communications
- Flag missing, unclear, or outdated process documentation
Requirements:
- Clear, professional written communication with the ability to write directly to customers with minimal editing
- Demonstrated attention to detail and sustained accuracy in repetitive, high-volume work
- Ability to follow documented processes consistently and recognize situations outside them
- Proficiency with spreadsheets, including sorting, filtering, and basic formulas
- Proficiency with or ability to quickly learn CRM and helpdesk platforms
- HubSpot preferred; Zendesk, Salesforce, or similar acceptable
- Ability to manage a work queue independently without daily direction
- Comfort learning new software quickly, including AI-assisted tools
- Sound judgment about when to escalate rather than resolve
- Reliability and responsiveness during established business hours
Benefits:
- 100% remote work
- Medical, vision and dental coverage provided at no cost for employees and their families
- Option to purchase upgraded medical, vision and dental coverage at a minimal cost to employee
- FSA, HSA, and dependent care accounts
- Life insurance coverage
- Employer paid cell phone service
- 401(k) with employer match up to 4%
- Stock options
- 15 vacation days during the calendar year
- Holidays, including the week between Christmas and New Year’s Day
- Floating holiday for your birthday
- Sick days
- Paid parental leave
- Flexible work environment
- Broad responsibilities with high autonomy
- Supportive, collaborative environment
- Equal opportunity workplace
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