Industry Legal Technology / SaaS Work Arrangement Fully Remote Job Type Independent Contractor, Full-time Work Schedule 8-hour shifts during off-peak UK hours, aligned to U.S. East Coast, West Coast, and Asia-based client time zones (e.g., 6:00 AM – 2:00 PM GMT+8; flexibility required during onboarding) Locations Philippines 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: WATCH HERE 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 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. Role Overview 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. Your Impact 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. Core Responsibilities Customer Support & Ticket Management – 50% - Respond to inbound Zendesk tickets and live chat inquiries promptly and professionally - Troubleshoot platform issues such as document upload errors and account access problems - Provide clear, concise, and accurate guidance based on internal documentation - Ensure all tickets are resolved or escalated within defined SLAs Process Adherence & Documentation – 20% - Reference and apply the internal guidebook to ensure consistent support delivery - Follow established workflows, escalation paths, and resolution standards - Maintain detailed and accurate records of customer interactions SOP Development & Process Improvement – 15% - Design and document SOPs for customer service workflows and ticket handling - Identify recurring issues and recommend improvements to processes or documentation - Assist in updating FAQs and internal knowledge base materials Escalation & Cross-Team Coordination – 10% - Escalate complex issues to internal teams and track them through resolution - Collaborate with product and engineering teams when necessary - Ensure timely follow-ups on pending issues QA Testing & Admin Support – 5% - Participate in QA and bug testing for new product releases - Support ad-hoc administrative tasks and internal coordination efforts

Industry Legal Technology / SaaS Work Arrangement Fully Remote Job Type Independent Contractor, Full-time Work Schedule 8-hour shifts during off-peak UK hours, aligned to U.S. East Coast, West Coast, and Asia-based client time zones (e.g., 6:00 AM – 2:00 PM GMT+8; flexibility required during onboarding) Locations Philippines 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: WATCH HERE 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 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. Role Overview 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. Your Impact 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. Core Responsibilities Customer Support & Ticket Management – 50% - Respond to inbound Zendesk tickets and live chat inquiries promptly and professionally - Troubleshoot platform issues such as document upload errors and account access problems - Provide clear, concise, and accurate guidance based on internal documentation - Ensure all tickets are resolved or escalated within defined SLAs Process Adherence & Documentation – 20% - Reference and apply the internal guidebook to ensure consistent support delivery - Follow established workflows, escalation paths, and resolution standards - Maintain detailed and accurate records of customer interactions SOP Development & Process Improvement – 15% - Design and document SOPs for customer service workflows and ticket handling - Identify recurring issues and recommend improvements to processes or documentation - Assist in updating FAQs and internal knowledge base materials Escalation & Cross-Team Coordination – 10% - Escalate complex issues to internal teams and track them through resolution - Collaborate with product and engineering teams when necessary - Ensure timely follow-ups on pending issues QA Testing & Admin Support – 5% - Participate in QA and bug testing for new product releases - Support ad-hoc administrative tasks and internal coordination efforts

Industry Legal Technology / SaaS Work Arrangement Fully Remote Job Type Independent Contractor, Full-time Work Schedule 8-hour shifts during off-peak UK hours, aligned to U.S. East Coast, West Coast, and Asia-based client time zones (e.g., 6:00 AM – 2:00 PM GMT+8; flexibility required during onboarding) Locations Philippines 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: WATCH HERE 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 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. Role Overview 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. Your Impact 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. Core Responsibilities Customer Support & Ticket Management – 50% - Respond to inbound Zendesk tickets and live chat inquiries promptly and professionally - Troubleshoot platform issues such as document upload errors and account access problems - Provide clear, concise, and accurate guidance based on internal documentation - Ensure all tickets are resolved or escalated within defined SLAs Process Adherence & Documentation – 20% - Reference and apply the internal guidebook to ensure consistent support delivery - Follow established workflows, escalation paths, and resolution standards - Maintain detailed and accurate records of customer interactions SOP Development & Process Improvement – 15% - Design and document SOPs for customer service workflows and ticket handling - Identify recurring issues and recommend improvements to processes or documentation - Assist in updating FAQs and internal knowledge base materials Escalation & Cross-Team Coordination – 10% - Escalate complex issues to internal teams and track them through resolution - Collaborate with product and engineering teams when necessary - Ensure timely follow-ups on pending issues QA Testing & Admin Support – 5% - Participate in QA and bug testing for new product releases - Support ad-hoc administrative tasks and internal coordination efforts

Industry Legal Technology / SaaS Work Arrangement Fully Remote Job Type Independent Contractor, Full-time Work Schedule 8-hour shifts during off-peak UK hours, aligned to U.S. East Coast, West Coast, and Asia-based client time zones (e.g., 6:00 AM – 2:00 PM GMT+8; flexibility required during onboarding) Locations Philippines 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: WATCH HERE 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 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. Role Overview 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. Your Impact 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. Core Responsibilities Customer Support & Ticket Management – 50% - Respond to inbound Zendesk tickets and live chat inquiries promptly and professionally - Troubleshoot platform issues such as document upload errors and account access problems - Provide clear, concise, and accurate guidance based on internal documentation - Ensure all tickets are resolved or escalated within defined SLAs Process Adherence & Documentation – 20% - Reference and apply the internal guidebook to ensure consistent support delivery - Follow established workflows, escalation paths, and resolution standards - Maintain detailed and accurate records of customer interactions SOP Development & Process Improvement – 15% - Design and document SOPs for customer service workflows and ticket handling - Identify recurring issues and recommend improvements to processes or documentation - Assist in updating FAQs and internal knowledge base materials Escalation & Cross-Team Coordination – 10% - Escalate complex issues to internal teams and track them through resolution - Collaborate with product and engineering teams when necessary - Ensure timely follow-ups on pending issues QA Testing & Admin Support – 5% - Participate in QA and bug testing for new product releases - Support ad-hoc administrative tasks and internal coordination efforts