B2B SaaS Support Specialist — Customer Success

Pearly; Atlanta (GA); Hybrid; USD 52,000 - 68,000; Full time

Job summary

Pearly is hiring a Customer Support Specialist to own the support queue and deliver prompt, professional responses to a diverse dental-practice customer base. You will tailor tone for small offices and large groups, diagnose issues, and escalate when needed, while helping surface recurring problems and improve self-help resources.

You will collaborate across teams to maintain fast response times and high CSAT as Pearly scales its modern dental billing platform.

Qualifications

• Hungry and professional; eager to solve customer problems with professionalism.
• 2+ years of experience in customer support, ideally in B2B SaaS.
• Strong written and verbal communication; comfortable phone and email interactions.
• Experience with support platforms and improving operations.
• Ownership mindset in a small team, fully solving issues.
• Familiarity with financial/accounting terminology.
• Based in the Atlanta area and comfortable hybrid work.

Responsibilities

• Manage and own the customer support queue, ensuring prompt, thorough responses.
• Serve as first point of contact for issues; diagnose and propose solutions.
• Escalate complex technical or integration issues with clear context.
• Identify patterns across tickets and surface them to management.
• Collaborate with CS to improve the ticketing system and processes.
• Create internal knowledge base and external self-support resources.
• Communicate proactively with customers and internally; surface product issues.

Skills

Communication

Troubleshooting

Ownership

Customer support

Documentation

Phone & email

Cross-functional collaboration

Financial terminology

Tools

Pylon

Zendesk

Job description

Pearly is hiring a Customer Support Specialist to own the support queue and deliver prompt, professional responses to a diverse dental-practice customer base. You will tailor tone for small offices and large groups, diagnose issues, and escalate when needed, while helping surface recurring problems and improve self-help resources.

You will collaborate across teams to maintain fast response times and high CSAT as Pearly scales its modern dental billing platform.