Customer Success Associate (Part-Time)
Manages incoming customer inquiries via phone and email, triages requests, resolves basic Tier 1 support issues like password resets and billing, and maintains CRM data accuracy. Requires customer-centric attitude, efficient communication, technical aptitude, and AI curiosity in a fast-paced environment.
About the job
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.
Skills
CRM, AI, LLMs, Spreadsheets, Browsers, Automation, Ticketing Systems, Dental Technology
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