About Pearl:
Pearl connects top talent from around the world with US and EU-based startups that care about finding sharp and hungry talent that they can grow with long-term. We provide candidates who pass our vetting process with exclusive upskilling opportunities that enable them to get promoted faster in their new roles. We only work with employers who are looking to make full-time hires they can continuously mentor and promote.
Note: Please avoid submitting multiple applications; you may request assistance to be re-profiled for a different job opening. If you have an ongoing application, please ask for updates from the recruiter handling your application.
About the job:
Role: Client Care Specialist
Work schedule: Full Time | 40 hours per week | Eastern Time
Salary Range: up to US $1,500 per month (Dependent on your skills and experience)
Your Goal:
Your goal is “simple”: make our customers so happy they stick around and keep buying from us. You'll lean into customer interactions—phone calls, Zoom calls, text, emails, social media—to help our customers succeed with our product. You'll also use the scientific method, data, feedback, supplemented with creativity and intuition to figure out what makes our customers tick, and what ticks them off. You’ll basically live and breathe reducing churn and inspiring loyalty from our existing customers and getting them to tell their friends how FODZYME changed their lives!
Help Out Our Customers:
- Start at the role by answer support tickets, phone calls, and text messages from customers, existing and prospective, to understand their needs. You'll need to genuinely enjoy helping out and even socializing with customers or this role is not for you and you will burn out/fail to succeed.
- Start at the role by answer support tickets, phone calls, and text messages from customers, existing and prospective, to understand their needs.
- Measure how impactful different types of customer support touch points are on customer acquisition, retention, satisfaction, etc.
- Using (experimental) data and insights, revamp our customer support infrastructure (asking questions like “does offering X help or responding to Y kind of messages actually make a difference for our company?” → “how much time per week does it take and is it enough to warrant a new hire to delegate this too so I can focus on more important things as Head of CX?” → “is a human strictly necessary to make that kind of difference?” → “if not, does an automatized alternative make the cut?”, just a series of examples)
- Hire, train, and manage customer support if and as needed.
Get the Lowdown:
- Understand our customers inside out by talking to them, watching existing user interview recordings (and conducting new ones), and analyzing survey data and feedback.
- Must not stop at just face-value but dig deeper into the issue, perhaps into areas even the customers themselves are not aware.
- Spot what we’re doing right and what we need to work on for maximum impact on retention, loyalty, and satisfaction.
Make Things Happen:
- Redesign the post-purchase experience to maximize success with the product and keep customers coming back.
- Sort out issues and optimize processes to make dealing with us smooth and easy.
Map Out the System and Hack It:
- Plot out the customer (post-purchase) journey and know the numbers at each critical point. Prioritize what changes will make the biggest difference. Sleuth around to see if there's a "Magic Moment” to amplify the likelihood of long-term retention.
- Test out your ideas and go with what works. Methodically find and pull on the levers that impact repurchase, positive word-of-mouth and referral potential. Similarly, find the points of friction and minimize them.
Report Back:
- Keep everyone in the loop about your findings and insights, quantitative and qualitative, and suggest improvements to teammates in other departments that contribute to customer happiness.
- Regularly report to leadership on real metrics (not “vanity metrics”), feedback trends, and the progress and impact of implemented initiatives.
Immediate tasks anticipated for the candidate to fully own on week 1:
- Deep dive on user interview recordings
- Take over customer support (support tickets, text, phone)
- Minimum 2 years of experience in Customer Support, Customer Experience, or a related field, with a passion for helping people.
- Preferred background in biosciences, food technology, or data sciences, with client-facing experience being a plus
- Proficient in tools such as Intercom (migrating to Gorgias + Klaviyo), Slack, Zoom, Notion, Grain, Loom, Survicate, Formsort, Shopify, Skio, and PostHog for customer interactions, funnel analysis, and user journey tracking
- Strong proficiency in Excel and no-code tools; technical or data science skills are a plus but not required.
- Independent, self-motivated worker comfortable with asynchronous communication and long-term commitment, working US hours.
- Data-driven and analytical, with a practical, scientific approach to problem-solving
