B2B SaaS Support Specialist: Own the Queue & Drive CX

PEARLY; Atlanta (GA); Hybrid; USD 42,000 - 62,000; Full time

Job summary

Pearly, a dental billing and payments platform, is seeking a Customer Support Specialist in Atlanta. You'll own the support queue and engage with a diverse customer base from single-location practices to large multi-location DSOs.

This role emphasizes proactive problem solving, strong communication, and improving self-service resources while collaborating with Sales and Technical Support.

Hybrid work in the Atlanta area; you’ll help ensure timely responses and high CSAT as Pearly scales.

Qualifications

• 2+ years of experience in customer support (ideally in B2B SaaS).
• Strong written and verbal communication skills across channels.
• Experience with support platforms (e.g., Zendesk, Pylon).
• Ownership mindset with autonomy and accountability for outcomes.
• Familiarity with financial/accounting terminology.
• Based in the Atlanta area, working in a hybrid capacity.

Responsibilities

• Manage and own the customer support queue, responding promptly and professionally.
• First-line troubleshooting for incoming customer issues with clear solutions.
• Escalate complex technical or integration issues with proper context.
• Identify patterns across tickets and surface issues to management proactively.
• Collaborate to optimize the ticketing system and create helpful resources.
• Communicate proactively with customers and internal teams; support self-service.

Skills

Customer support

Communication skills

Ownership mindset

Accounting terms

Autonomy

Tools

Zendesk

Pylon

Job description

Pearly, a dental billing and payments platform, is seeking a Customer Support Specialist in Atlanta. You'll own the support queue and engage with a diverse customer base from single-location practices to large multi-location DSOs.

This role emphasizes proactive problem solving, strong communication, and improving self-service resources while collaborating with Sales and Technical Support.

Hybrid work in the Atlanta area; you’ll help ensure timely responses and high CSAT as Pearly scales.