Customer Success Associate (Part-Time)

What You’ll Do

• Queue Management: Act as the first point of contact for all incoming customer inquiries (calls, emails, etc.), ensuring rapid response times.
• Triage & Escalate: Assess customer needs and accurately route complex technical or account-level issues to the appropriate CSM or Technical Support specialist.
• Simple Support: Resolve "Tier 1" issues, including password resets, basic product navigation questions, and billing inquiries.
• Data Integrity: Maintain clean and accurate customer records in our CRM, logging substantive notes and updating contact information.
• Product Knowledge: Quickly become an expert in Pearl’s provider-focused product offerings to help educate customers on basic features and benefits.
• Customer Advocacy: Identify common "pain points" in the queue and report feedback to the broader team to help improve the overall user experience.

What You’ll Need to Succeed

• Customer First Mentality: A positive, "can-do" attitude with a passion for helping people.
• Efficiency: Ability to manage a high volume of tasks and work through a pipeline of tickets quickly and accurately.
• Communication: Clear, professional, and empathetic verbal and written communication skills.
• Technical Aptitude: Comfortable working with browsers, spreadsheets, and learning new software quickly.
• Dental Familiarity: While not required, experience in a dental office or an interest in dental technology is a significant plus.
• Adaptability: Ability to stay focused in a remote, fast-paced environment.
• Demonstrated AI Curiosity & Operational Leverage: A proven track record of rapidly adopting and experimenting with emerging technologies (including AI/LLMs) to eliminate manual workflows, iterate quickly, and create scalable systems.
• Builder’s Mindset: You do not wait for perfect processes to be handed to you; you proactively identify bottlenecks and use data, automation, or AI tools to drive team efficiency and reduce single-point-of-failure risks.

Position Details

• Status: Part-Time (Hourly)
• Location: Lehi, UT
• Schedule: 10-20 hours per week, Monday–Friday

What We Offer

• Ongoing Training and Development.
• Opportunity for growth.
• A collaborative work environment.
• Competitive hourly compensation.