# Customer Success Associate (Part-Time)

**Company:** [Pearl](https://hotfix.jobs/companies/pearl)
**Location:** Lehi, UT
**Role:** Customer Success
**Skills:** CRM, AI, LLMs, Spreadsheets, Browsers, Automation, Ticketing Systems, Dental Technology
**Posted:** 2026-03-26

> 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.

## Job Description

## 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.

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