Customer Experience Specialist (US-Based Biotechnology Company)

Work Arrangement: Fully remote

Job Type: Independent Contractor (Full-time)

Salary Range: Based on experience, competitive salary

Work Schedule: Monday–Friday, 9 AM – 6 PM ET/PT (with occasional weekend check-ins for urgent tickets)

Location: Remote, open to candidates from Latin America

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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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, make an impact, and build a long-term career. We believe in creating environments where your potential is recognized, your voice matters, and your success is tied to meaningful work—not short-term perks. Joining Pearl means stepping into opportunities that challenge you, support you, and set you up for lasting success.

We’re looking for a Customer Experience Specialist to join a US-based biotech company dedicated to transforming digestive health.

In this role, you’ll be the warm, steady, and smart voice of our client—delivering world-class support across email, phone, and social channels. This is not “afterthought” support: customer experience is a core feature of their product. You’ll ensure every interaction is fast, accurate, empathetic, and contributes to customer trust and retention.

• Be the trusted point of contact for thousands of global customers, resolving issues with empathy and accuracy.
• Drive customer trust, satisfaction, and loyalty—turning first-time buyers into long-term advocates.
• Surface insights from support interactions that improve products, processes, and communication.
• Help shape their product into a best-in-class customer experience program.

Support Across Channels

• Manage tickets through Gorgias (email), calls through OpenPhone, and social DMs/comments.
• Use AI draft assistance as a starting point while tailoring every reply to the customer’s context.

Customer Advocacy with Business Judgment

• Lead with empathy, validate customer concerns, and set clear expectations.
• Prioritize high-value and urgent tickets, escalate edge cases, and use judgment on remedies (reships, refunds, discounts).
• Clarify ambiguous requests before acting to ensure accuracy.

Operational Excellence

• Maintain ticket hygiene with accurate tagging, notes, and statuses.
• Coordinate with ops/logistics to handle customer needs like expedited shipping or order adjustments.
• Follow and improve SOPs, particularly around edge cases like delays or suspected fraud.

Brand & Product Accuracy

• Communicate product's science clearly, simply, and correctly (training provided).
• Flag customer insights and recurring issues to the team.
• Contribute to the knowledge base and ensure accuracy in documentation.

Requirements

Must-Have:

• 2+ years in high-volume customer support, ideally in DTC, health/wellness, or regulated products.
• Exceptional English communication—concise, warm, and professional across written and verbal channels.
• Strong judgment balancing empathy with business considerations.
• Comfortable learning scientific product details and explaining them simply.

Nice-to-Have:

• Background in life sciences, medicine, or dietetics.
• Experience with tools such as Gorgias, OpenPhone, Shopify, Skio, Slack, and Google Workspace.

Benefits

• Competitive Salary: Flexible for the right candidate
• Remote Work: Fully remote—work from anywhere with US overlap
• Generous PTO: Ample paid time off to recharge
• Health Coverage: HMO coverage after 3 months for full-time employees
• Direct Mentorship: Learn from global biotech and consumer health leaders
• Learning & Development: Opportunities to expand skills across customer experience and biotech
• Mission-Driven Work: Improve the quality of life for people with IBS worldwide