Role Overview

As a Customer Success Specialist at Pearl Talent, you'll work with our client—the Buyer Experience Platform for homebuilders—to lead the setup, optimization, and ongoing management of their customer success and knowledge base systems. You'll design a scalable customer support structure, create high-quality self‑service resources, and ensure customers receive timely, empathetic, and effective assistance. This role is adecuado for someone who thrives on creating clarity, improving processes, and delivering exceptional customer experiences in a SaaS environment.

Core Responsibilities

1. Customer Success Platform Implementation (30%)
   • Set up and configure a shared inbox and ticketing system for the Customer Success team.
   • Establish workflows, automation rules, and escalation processes for efficient ticket handling.
2. Knowledge Base Development & Maintenance (40%)
   • Create a robust, customer‑facing knowledg...