Skip to content
CV Rocket
Get started
How it worksThe enginePricingBlogContactSign in

Open nowPosted 27 days ago

Customer Support Specialist

pearlyplan3 open roles

Pay
$50,000 – $65,000 a year
Where
Atlanta, GA
Work mode
Hybrid
Get the CV for this job

From $25 per CV, paid once. No subscription.

Your applicationOpen nowCustomer Support Specialistpearlyplan · Atlanta, GA

  1. YouYes, apply to this one.

  2. CV RocketCV written for this posting.

  3. 25 readersRecruiter, hiring manager, skeptic. Round after round.

  4. CV RocketApplied on pearlyplan's own form.

The reply lands in your private mailbox

3×more interviews than doing it yourself with ChatGPT.

The clock on this job

Early applications get read.

7.8% of postings close within 7 days. Measured by our own scanner across the market.

Share of postings closed within
  1. 1.7%1 day
  2. 3.5%3 days
  3. 7.8%7 days
  4. 14.6%14 days
  5. 34.1%30 days
This job: posted 27 days ago

The posting

ABOUT PEARLY

Pearly is modernizing dental billing and payments for thousands of dental offices across the country (DSOs, dental groups, and independent practices). We're on a mission to help dental practices save time and get paid faster, while giving patients a transparent, modern, and convenient way to understand and pay for dental care from pre-visit through post-visit.

We're a growth-stage company with a strong product-market fit serving over 3,000 offices and a small, high-caliber team that moves fast and builds things the right way. As we scale,, we're looking for high-talent, high-integrity people to join us on our mission to reimagine dental billing, collections, and engagement.

ABOUT THE ROLE

We're looking for a Customer Support Specialist who will be focused on our support queue: responding to customers promptly, professionally, and thoroughly, and making sure nothing falls through the cracks. This is a small team, so this role isn't one of many people who can blend into the queue; it requires someone who takes real ownership of it.

You'll work with the full range of Pearly's customer base, from single-location dental practices to large, multi-location DSOs, and should be comfortable adjusting your tone and approach to match each: warm and straightforward with individual practices, and polished and precise with larger B2B accounts.

Beyond day-to-day ticket resolution, you'll keep an eye on the bigger picture: noticing patterns in what customers are running into and surfacing them to management before they become recurring problems.

WHAT YOU'LL DO

- Manage and Own the Support Queue: Take full ownership of our customer support queue, responding promptly, professionally, and thoroughly to all customer inquiries so customers feel heard, supported, and satisfied with each interaction.

- First-Line Troubleshooting: Serve as the first point of contact for incoming customer issues, using strong troubleshooting skills to quickly diagnose problems and offer solutions.

- Escalate Technical Issues: Hand off complex technical or integration issues to the Technical Support Specialist once they're beyond first-line troubleshooting, with clear context so nothing gets lost in the handoff.

- Identify & Surface Patterns: Spot trends across tickets, recurring bugs, confusing workflows, common points of friction, and roll them up to management proactively, rather than waiting to be asked.

- Manage the Ticketing System: Work with the CS team to ensure tickets are handled efficiently, and suggest and implement improvements to the ticketing system as you see fit.

- Create Internal and External Resources: Contribute to an internal knowledge base for team efficiency and build external resources that enable customer self-support.

- Communicate Effectively: Communicate proactively with with customers and internally. Surface product issues & ideas, flag CS for account health concerns, or pull in Sales for upsell signals.

KEY SUCCESS METRICS

- First Response Time: within 3 business hours, with same-day acknowledgment across all channels.

- Resolution Time: Resolve first-line tickets within 1 business day; hand off tickets requiring technical or integration expertise the same day they're identified.

- Customer Satisfaction (CSAT): Maintain a CSAT score of 90% or higher across resolved tickets.

- Escalation Accuracy: Keep escalations to the Technical Support Specialist that get sent back for missing context under 5%.

- Queue Health: Keep the open ticket backlog at or below 1.5x average daily ticket volume, reviewed weekly, and ensure no ticket goes more than 24 hours without an update.

QUALIFICATIONS

- Hungry and Professional. You're hungry and eager to solve customer problems while maintaining a high level of professionalism. You look forward to jumping on the phone and enjoy the process of finding solutions just as much as the outcome.

- 2+ years of experience in customer support (ideally in B2B SaaS), with a proven record of handling a support queue.

- Strong written and verbal communication skills. This role will require you to spend much of your day communicating with customers on the phone and via email, as well as creating comprehensive internal documentation as we continue to grow.

- Technological Proficiency. Experience with support platforms (Pylon, Zendesk, or similar) and a track record of improving support operations, not just executing within them.

- Ownership Mindset. This is a small team, so you won't be one of many people the queue can lean on. You'll operate with a high degree of autonomy and take ownership not just of the support queue and ticketing process, but of the outcome: fully solving customer issues, not just closing tickets, in a way that supports customer satisfaction, retention, and NPS.

- Familiarity with financial/accounting terminology and concepts.

- Based in the Atlanta area, working in a hybrid capacity.

Please apply and we look forward to meeting you!

From $25, paid onceGet the CV for this job

What happens when you press

One press. We do the rest.

  1. A CV for this posting

    Written against pearlyplan's own wording, from every piece of relevant proof in your profile.

  2. 25 readers review it

    Recruiter, hiring manager, skeptic and more read every draft, round after round. You get the best round.

    The review screen in CV Rocket: how each CV was read, round by round.

  3. We apply on pearlyplan's form

    Our application engine gets through the hardest forms there are. Where a question needs you, AI suggests the best answer. Don't want us applying from our IP addresses? Use our Chrome extension: we apply straight from your own browser.

    An application in CV Rocket: every answer filled in on the employer's form.

  4. Every reply, sorted

    pearlyplan's answer lands in your private mailbox, and we classify it on arrival: interview, question, rejection.

    The CV Rocket inbox: each employer reply classified as an interview, an action or a rejection.

  5. Reply with AI

    AI helps you write the email, checks it and sends it. We show you whether the recruiter read it.

  6. The interview in your calendar

    Full integration with your calendar. The invitation goes straight in.

    An interview invitation in the CV Rocket inbox, added to the candidate's calendar.
Get the CV for this job

From $25 per CV, paid once. No subscription.

Why it works

3×

more interviews than doing it yourself with ChatGPT.

ChatGPT writes a CV and never learns what happened to it. We see every reply. For each CV we know:

  • How it was written, and how the review scored it
  • When we applied, and how long after the posting went up
  • Which posting, which company, which city
  • Who got the interview, and who heard nothing

That is how we know which CVs get called.

Get the CV for this job

From $25 per CV, paid once. No subscription.

The numbers game

More applications. More interviews.

Every application goes out with its own CV, written for that posting and paid once. Send enough of them and the law of large numbers finds you the job.

Get the CV for this job
By hand5–10
With CV Rocket100
applications a day

Nearby

Live postings like this one

Same employer first, then the same role elsewhere.

Before you press

Straight answers

Get the CV for this job

From $25 per CV, paid once. No subscription.

What if my background isn't good enough?

We make the most of the background you have. The CV uses every piece of relevant proof your profile holds, and one of the 25 readers reads your whole profile and flags what the CV left out.

Do you really apply for me?

Yes, on the employer's own form, the hardest ones included. Where a question needs you, you answer it right there and AI suggests the best answer. Don't want us applying from our IP addresses? Use our Chrome extension: we apply straight from your own browser.

Is it a subscription?

No. You pay once per CV, from $25. Every application goes out with its own CV, written for that posting.

One job. One CV.
Paid once.

Pick the posting you want. We write for it, apply for you and catch the reply.

Get the CV for this job

From $25 per CV, paid once. No subscription.