Industry
Customer Service & Client Relations
Work Arrangement
Fully Remote
Job Type
Full-Time
Work Schedule
Flexible; must overlap at least 8:00 AM – 1:00 PM PT
Locations
Anywhere Remote
About Pearl Talent
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.
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Why Work with Us?
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
Our client is a fast-growing, founder-led matchmaking and relationship services company serving a niche community in the United States. The business operates at the intersection of human connection, cultural nuance, and AI-powered research.
The company has experienced rapid organic growth through digital channels and is scaling quickly to meet increasing demand. With a lean, globally distributed team, the organization prioritizes high-touch customer experience while building systems and automations to support long-term scalability.
Role Overview
We are hiring a Matchmaker & Account Manager to own the full client lifecycle in a fast-growing, high-touch service environment. This role exists to manage and scale a growing portfolio of clients while maintaining a deeply personalized customer experience.
You will oversee onboarding, matchmaking, communication, and renewals for a high volume of accounts, using both relationship-building skills and AI-powered tools. The role is highly cross-functional—combining customer success, research, operations, and light sales responsibilities.
This position is both execution-heavy and strategic, requiring someone who can manage details at scale while continuously improving workflows. The ideal candidate thrives in fast-paced startup environments, takes ownership, and proactively identifies ways to improve systems and outcomes.
Your Impact:
In this role, you will directly contribute to scaling a high-growth service business by managing a large portfolio of clients without sacrificing quality or personalization.
You will help improve client satisfaction and retention through consistent, proactive communication and thoughtful matchmaking. Your work will enable the business to convert a growing pipeline of demand into successful client outcomes.
Additionally, you will drive operational efficiency by identifying bottlenecks and implementing automation and process improvements. Your contributions will shape internal systems, improve team workflows, and support long-term scalability.
Core Responsibilities
Account Management & Customer Experience – 35%
- Own the full client lifecycle from onboarding to match outcomes and renewals
- Communicate proactively with clients via messaging platforms, maintaining response times within 24 hours
- Prepare clients before onboarding by ensuring profiles are complete and expectations are aligned
- Send regular check-ins, prompts, and feedback surveys to maintain engagement
- Track client data, preferences, and progress across all active accounts
Matchmaking & Research – 25%
- Conduct in-depth research using AI tools to identify potential matches
- Build curated shortlists of high-quality matches based on compatibility and preferences
- Initiate outreach and assess match interest and availability
- Continuously refine matchmaking criteria based on client feedback
- Deliver matches on schedule according to client plans
Automation & Process Improvement – 20%
- Identify inefficiencies in workflows and propose scalable solutions
- Implement automations using AI tools to streamline operations
- Develop templates for recurring communications while maintaining personalization
- Anticipate scaling challenges and proactively recommend process improvements
- Document workflows and improvements for team-wide adoption
Sales, Renewals & Upselling – 10%
- Track renewal timelines and initiate conversations proactively
- Recommend appropriate service packages based on client needs
- Identify upsell opportunities through client interactions
- Collaborate with leadership when needed to close renewals
Systems, Documentation & Reporting – 10%
- Maintain and improve internal SOPs for consistency and quality
- Map and optimize the customer journey
- Build and update reporting dashboards tracking key metrics
- Surface recurring client insights to inform product and service improvements
Requirements
Must-Haves (Required)
- 2+ years of experience in customer service, account management, or client-facing roles
- Strong proficiency in AI tools (e.g., Claude) for research, analysis, and workflow automation
- Proven ability to improve processes and workflows independently
- Experience working in a fast-paced startup or early-stage environment
- High emotional intelligence and ability to build trust with clients
- Excellent written communication skills in English
- Strong organizational skills with the ability to manage 40–80 accounts simultaneously
- Ability to adapt quickly in dynamic and evolving environments
Nice-to-Haves (Preferred)
- Experience with sales, renewals, or upselling
- Background in research-heavy roles
- Exposure to matchmaking, dating, or relationship-based services
- Creative background or strong creative thinking skills
- Experience working with global or remote teams
Tools Proficiency
Must-Haves (Required)
- Claude
- Slack
- Google Workspace
Nice-to-Haves (Preferred)
- OpenPhone
- CRM systems
- Reporting/dashboard tools (e.g., Airtable, Notion)
Benefits
- Competitive Salary: Based on experience and skills
- Remote Work: Fully remote—work from anywhere
- 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
Our Recruitment Process
- Application
- Screening
- Skills Assessment
- Top-grading Interview
- Client Interview
- Job Offer
- Client Onboarding
Ready to Join Us?
If this role aligns with your skills and goals, apply now to take the next step in your journey with Pearl.