Customer Success Specialist

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November 17

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Catena

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HR Tech • Enterprise • Recruitment

Catena, now known as Pearl Talent, is a company that specializes in helping organizations hire top remote talent from overseas, primarily focusing on candidates from the Philippines and Latin America. They offer a rigorous vetting process to ensure they provide highly capable candidates equipped with modern software skills and fluent English proficiency. Pearl Talent provides two main hiring services: Managed Services, which handles compliance, payroll, and training, and Direct Placement for companies that manage hires internally. They focus on long-term retention and quality in their hiring processes, aiming to build high-performing remote teams for a range of industries including healthcare, real estate, and finance.

2 - 10 employees

👥 HR Tech

🏢 Enterprise

🎯 Recruiter

📋 Description

• Set up and configure a shared inbox and ticketing system for customer success platform implementation. • Establish workflows, automation, and escalation rules for efficient ticket processing. • Build a comprehensive, customer-facing knowledge base including help articles, FAQs, and video tutorials. • Ensure accuracy, clarity, and brand consistency through collaboration with Product and Customer Success teams. • Continuously update articles and tutorials as new features are released. • Monitor usage analytics to identify content gaps and improve the self-service experience. • Help field customer inquiries with speed, empathy, and accuracy. • Serve as a trusted resource to help customers get maximum value from Foundation’s platform. • Work with Product Marketing to translate release communications into customer-facing materials. • Partner with Engineering and Product to share recurring customer insights and feedback.

🎯 Requirements

• 5–7+ years of experience in Customer Success, Customer Support, or similar roles. • Proven experience implementing or managing customer engagement platforms. • Excellent written and verbal communication skills (English). • Strong project management and organizational skills. • Ability to produce high-quality help documentation and video tutorials. • Comfort with modern tooling (Google Workspace, Slack, Loom, Linear, etc.) • Experience in product marketing or customer education (Nice-to-Have). • SaaS, tech startup, or real estate/homebuilding industry background (Nice-to-Have). • Familiarity with customer success metrics and best practices (Nice-to-Have). • Familiarity with billing systems, CRMs, or ticketing automation tools (Nice-to-Have). • Strong research and reporting skills (Nice-to-Have).

🏖️ Benefits

• Competitive Salary: Based on experience and skills • Remote Work: Fully remote—work from anywhere • Performance Bonus: Based on data accuracy, reporting timeliness, and overall sales efficiency • Team Incentives: Recognition for maintaining 100% CRM hygiene and on-time reporting • Generous PTO: In accordance with company policy • Health Coverage for PH-based talents: HMO coverage after 3 months for full-time employees • Direct Mentorship: Guidance from international industry experts • Learning & Development: Ongoing access to resources for professional growth • Global Networking: Connect with professionals worldwide