Industry
Legal Technology / SaaS
Work Arrangement
Fully Remote
Job Type
Independent Contractor, Full-time
Work Schedule
Saturday - Wednesday 9:00 am - 5:00 pm ET
Locations
Philippines
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.
Hear why we exist, what we believe in, and who we’re building for: WATCH HERE
At Pearl, we’re not just another recruiting firm—we connect you with exceptional opportunities to work alongside visionary US and EU founders. Our focus is on placing you in roles where you can grow, be challenged, and build long-term, meaningful careers.
About the Company
The company is a fast-growing legal technology startup building AI-powered solutions for enterprise law firms. It focuses on transforming how legal teams manage contract data and complex documentation workflows. Operating across global time zones, the company supports high-profile clients and is scaling its support function to deliver reliable, high-quality service. The environment is collaborative, detail-oriented, and driven by innovation and operational excellence.
We are seeking a Customer Support Specialist to provide high-quality support to global law firm clients during off-hours coverage. This role is responsible for handling inbound support tickets and live chat inquiries, troubleshooting platform issues, and ensuring a seamless customer experience. You will work independently while following structured documentation and processes, including a comprehensive internal guidebook. The role is execution-focused with opportunities to contribute to SOP creation and process improvements. This position is ideal for detail-oriented, tech-savvy individuals who thrive in structured yet fast-paced environments and can maintain professionalism during early morning shifts.
You will play a critical role in maintaining high client satisfaction by delivering timely and accurate support across global time zones. Your work will directly improve response times, reduce unresolved tickets, and enhance the overall customer experience. By identifying recurring issues and contributing to documentation and SOP improvements, you will help streamline support operations and reduce friction for both clients and internal teams. You will also support product quality by participating in QA and bug testing prior to releases.
Customer Support & Ticket Management – 50%
Process Adherence & Documentation – 20%
SOP Development & Process Improvement – 15%
Escalation & Cross-Team Coordination – 10%
QA Testing & Admin Support – 5%
Requirements
Must-Haves (Required)
Nice-to-Haves (Preferred)
Tools Proficiency
Must-Haves (Required)
Nice-to-Haves (Preferred)
Benefits
If you’re empathetic, organized, and passionate about improving patient experiences through operational excellence, this role is for you. Apply now to help make specialized healthcare more accessible to patients across the U.S.