Hybrid Customer Support Specialist — B2B SaaS (Atlanta)

ScOp Venture Capital LLC.; Atlanta (GA); Hybrid; USD 55,000 - 80,000; Full time

Job summary

Pearly is modernizing dental billing and payments for thousands of dental offices nationwide. We’re seeking a Customer Support Specialist to own the support queue, resolve tickets, and surface patterns that help improve our product and service.

You’ll engage with single-location practices up to large DSOs, adapting your tone to each customer while delivering timely, clear, and professional support. In this role you’ll troubleshoot, escalate when needed, and help build a knowledge base to empower

Qualifications

• 2+ years of experience in customer support (ideally in B2B SaaS).
• Strong written and verbal communication skills for phone and email.
• Ownership mindset in a small team with autonomy to improve outcomes.

Responsibilities

• Manage and Own the Support Queue: take ownership and respond promptly and thoroughly to customer inquiries.
• First-Line Troubleshooting: diagnose problems and offer effective solutions.
• Escalate Technical Issues: hand off complex issues with clear context to Technical Support.
• Identify & Surface Patterns: spot recurring issues and surface trends to management.
• Manage the Ticketing System: ensure tickets are handled efficiently and suggest improvements.
• Create Internal and External Resources: contribute to a knowledge base for team efficiency.
• Communicate Effectively: surface product issues and ideas; coordinate with Sales as needed.

Skills

Customer support

B2B SaaS

Communication

Ownership

Tools

Zendesk

Pylon

Job description

Pearly is modernizing dental billing and payments for thousands of dental offices nationwide. We’re seeking a Customer Support Specialist to own the support queue, resolve tickets, and surface patterns that help improve our product and service.

You’ll engage with single-location practices up to large DSOs, adapting your tone to each customer while delivering timely, clear, and professional support. In this role you’ll troubleshoot, escalate when needed, and help build a knowledge base to empower