Customer Success Representative - A073 - Remote Eligible

Customer Success Representative

Pearl works with the top 1% of candidates from around the world and connects them with the best startups in the US and EU. Our clients have raised over $5B in aggregate and are backed by companies like OpenAI, a16z, and Founders Fund. They're looking for the sharpest, hungriest candidates who they can consistently promote and work with over many years. Candidates we've hired have been flown out to the US and EU to work with their clients, and even promoted to roles that match folks onshore in the US.

We're not just another recruiting firm—we focus on placing candidates with exceptional US and EU founders who prioritize the long-term success of their team members. We also provide retention bonuses at 3, 6, 9, and 12 months, as well as community-driven benefits like an annual retreat.

As a Customer Success Representative, you will be the front line of customer engagement—ensuring every interaction leaves clients feeling valued and delighted. You'll manage orders, resolve issues, and provide personalized recommendations, all while maintaining the brand's high standards of service and attention to detail. This role is ideal for someone who thrives in fast-paced, high-touch customer service environments and has a passion for luxury, aesthetics, and creating memorable experiences.

Your work will directly contribute to maintaining the business' reputation for excellence, fostering client loyalty, and increasing revenue through upsells and repeat business. You'll play a key role in turning one-time buyers into lifelong customers.

Core Responsibilities:

1. Customer Relationship Management (40%)

• Serve as the first point of contact for customers via phone, email, and live chat.
• Build rapport and offer personalized floral recommendations.
• Follow up with clients to ensure satisfaction and gather feedback.

2. Order Management & Coordination (30%)

• Process phone and online orders with accuracy and efficiency.
• Coordinate with floral design and logistics teams for timely delivery.
• Manage order changes, cancellations, and special requests.

3. Problem Resolution & Customer Advocacy (15%)

• Resolve customer concerns with professionalism and urgency.
• Act as a brand ambassador, delivering white-glove service.
• Escalate complex issues when needed, keeping clients updated.

4. Revenue Growth & Upselling (10%)

• Identify upsell and cross-sell opportunities.
• Promote seasonal offers and premium arrangements.
• Earn bonuses for successful upsells (up to $500).

5. Administrative & Reporting (5%)

• Maintain accurate CRM records.
• Provide insights on customer trends and areas for improvement.