Industry
Customer Service and Client Relations (SaaS)
Work Arrangement
Fully Remote
Job Type
Full-Time
Work Schedule
Monday to Friday
Full US Eastern Time (ET) overlap required
Locations
Latin America
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.
Hear why we exist, what we believe in, and who we’re building for:
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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 SaaS company operating in the homebuilding and construction technology space. They provide tools that streamline operational workflows, customer communication, and document management for builders and contractors. As they scale, they are investing heavily in customer experience and operational excellence to support a rapidly growing user base.
Role Overview
Our client is hiring an Operations & Project Manager to support Customer Success operations and onboarding execution across a growing SaaS organization. This role will serve as the operational backbone of the Customer Success team, ensuring workflows, onboarding processes, support requests, and internal systems are executed with accuracy and consistency. You will collaborate cross-functionally with Product, Engineering, Business Operations, and Customer Success teams to maintain operational excellence and improve customer-facing processes. The role is highly execution-focused and ideal for someone who thrives in structured, process-driven environments with multiple moving parts. You’ll help build scalable systems, improve operational visibility, and support seamless onboarding and customer support experiences. This opportunity is best suited for someone who is proactive, detail-oriented, analytical, and comfortable owning operational workflows in a fast-paced SaaS environment.
Your Impact
You will help streamline customer support and onboarding operations by ensuring workflows are executed accurately and efficiently across the organization. Your work will directly contribute to improved customer onboarding experiences, stronger SLA performance, cleaner operational processes, and increased cross-functional alignment. You’ll play a key role in maintaining operational visibility, reducing manual inefficiencies, and helping scale internal systems that support customer success operations. Your contributions will improve process consistency, enhance knowledge management, and support the company’s ability to deliver high-quality customer experiences at scale.
Core Responsibilities
Customer Support Operations – 30%
Own and manage the Customer Success inbox and ticketing workflows.
Triage, categorize, and prioritize inbound requests accurately.
Track customer-related tasks from intake through completion.
Maintain SLA adherence and ensure timely resolution of requests.
Coordinate internal execution support for Customer Success operations.
Onboarding & Implementation Support – 25%
Support onboarding and implementation workflows for new customers.
Execute onboarding-related tasks including setup, configuration, and tracking.
Maintain onboarding timelines, checklists, and operational deliverables.
Coordinate smooth handoffs between onboarding, Customer Success, and operations teams.
Ensure onboarding workflows are executed consistently and efficiently.
Knowledge Base Management – 15%
Build and maintain customer-facing help center documentation and FAQs.
Create and update process documentation, tutorials, and support resources.
Monitor knowledge base usage and identify content gaps.
Collaborate with Product and Customer Success teams to maintain content accuracy.
Improve self-service resources to reduce recurring support requests.
Core Operations Execution – 20%
Execute day-to-day operational workflows supporting customer accounts.
Perform high-accuracy data entry, validation, and quality assurance checks.
Monitor operational data integrity and proactively resolve issues.
Maintain operational tracking systems and workflow visibility.
Ensure operational documentation remains organized and up to date.
Process Improvement & Cross-Functional Collaboration – 10%
Document workflows and develop scalable SOPs.
Identify operational inefficiencies and recommend process improvements.
Partner with Engineering and Operations teams to reduce manual work.
Surface recurring customer feedback, bugs, and workflow issues.
Support cross-functional initiatives that improve operational efficiency.