Role Description The Digital Support Specialist provides front-line support to both consumer and business banking customers for our Launch clients. This role operates in a high-volume, fast-paced Contact Center environment and is responsible for delivering exceptional service through inbound phone calls, secure messages, chats, and other digital communication channels. - Assist small business and commercial members with digital banking access, account servicing requests, and general business banking inquiries. - Review and process customer applications submitted through retail and business account onboarding platforms, ensuring compliance with established policies, procedures, and Service Level Agreements. - Requires strong decision-making skills, attention to detail, and a commitment to providing one-touch resolution whenever possible. - Schedule flexibility is required to meet the needs of a 7 day a week Contact Center. Qualifications - Associate’s Degree or equivalent experience in a related field. - 2+ years of experience in a financial institution, call center, or customer service role. - Experience supporting consumer and/or small business banking customers preferred. - Working knowledge of deposit accounts and basic business banking products. - Familiarity with KYC/CIP and banking compliance requirements preferred. - Strong communication skills (verbal and written). - Ability to multitask effectively in a multi-system environment. - Strong attention to detail and problem-solving skills. - Ability to prioritize and meet performance and SLA expectations. - Flexibility to work varied schedules, including evenings, weekends, and holidays as required. Requirements - Perform efficiently in a high-volume, production-driven Digital Call Center environment. - Answer inbound calls, secure messages, chats, and other communications from consumer and business banking customers. - Provide prompt, accurate, and professional service to ensure a seamless customer experience. - Resolve customer issues on first contact whenever possible. - Perform account maintenance and servicing requests for both personal and business accounts. - Escalate complex or high-risk issues appropriately. - Assist small business and commercial customers with online and mobile banking access, user access and password resets, basic ACH and wire inquiries, account balances, and transaction research. - Support business account onboarding by reviewing submitted applications and documentation in accordance with policy and regulatory requirements. - Ensure compliance with applicable KYC, CIP, and BSA/AML guidelines when reviewing business customer information. - Monitor retail and business digital bank applications and decision based on structured onboarding procedures. - Complete transactions accurately and within established guidelines and SLAs. - Exercise discretion and sound judgment while mitigating operational and fraud risk. - Identify and report system or client-impacting issues proactively. - Utilize multiple programs and systems to investigate, troubleshoot, and resolve customer inquiries. - Document interactions clearly and accurately. - Participate in testing and validation of banking environments and system enhancements as assigned. - Participate in coaching and feedback sessions. - Engage in ongoing training to strengthen product knowledge, systems knowledge, and customer service skills. - Proactively seek opportunities to improve processes and service delivery. - Perform all other related duties as required or assigned. Benefits - Hourly pay: $23.00, with a premium for bilingual (English/Spanish) candidates. - Annual Cash Bonus and Equity Options commensurate with the role level and experience. - Fully Remote. - 401(k) plan. - Insurance - Health, Dental and Vision. - Time Off.

• Customer Journey Mapping: Identify touchpoints and opportunities to improve the customer experience; • Improvement Proposals: Develop initiatives to enhance the customer experience based on analyzed data; • Continuous Improvement and Methodologies: Apply Lean and Six Sigma methodologies to identify waste and bottlenecks and propose solutions to optimize processes; • Kaizen and PDCA: Lead continuous-improvement cycles to resolve problems and implement incremental changes; • KPI Management: Monitor and report performance metrics to assess the effectiveness of implemented improvements; • BPMN and Process Modeling: Create and update process models; analyze existing processes to identify inefficiencies, redundancies, and automation opportunities; • Process Documentation: Ensure processes are well documented and accessible to stakeholders; • Flow Design and Automation: Design operational flows and create clear, objective workflows for different areas of the company; • Process Automation: Collaborate with Product teams and partner areas to implement automations; • Testing and Validation: Ensure automated flows operate as expected; • Data Analysis: Data collection and processing — extract data from different sources (internal systems, spreadsheets, etc.) and organize it for analysis; • Data-Driven Decision Making: Use analyses to support strategic and operational decisions; • Governance and Strategic Alignment: Define policies and standards to ensure processes align with internal policies and external regulations; • Stakeholder Management: Collaborate with different areas to ensure alignment and execution of initiatives;

• Provide support to hosts and travelers via HubSpot, WhatsApp, and our platform Inbox • Handle conflict resolution with empathy and professionalism, following platform policies • Log interactions and feedback in HubSpot (CRM) • Collaborate with cross-functional teams to improve the product and user experience

Role Description The Customer Support Concierge serves as the frontline of the customer experience, ensuring every patient feels supported, informed, and cared for from first inquiry through ongoing treatment. This role blends white-glove service with operational precision, overseeing order verification, coordinating with pharmacy partners, and nurturing inbound leads. You will work cross-functionally with pharmacy partners, marketing, and operations to ensure seamless treatment journeys. The ideal candidate is empathetic, detail-oriented, highly organized, and comfortable operating in a fast-paced startup environment where processes are continuously evolving. Your Impact - Deliver a premium customer experience that drives satisfaction, retention, and conversion. - Ensure accurate order verification and proactive communication to reduce fulfillment errors and operational friction. - Timely follow-up with inbound leads to directly support revenue growth and improve conversion rates. - Documentation discipline and process improvement insights to help scale operations efficiently while maintaining compliance standards and high-quality service. Core Responsibilities - Concierge-Level Customer Experience – 35% - Serve as the primary point of contact across email, chat, and phone channels. - Deliver a personalized, high-touch experience throughout the customer treatment journey. - Proactively follow up after onboarding, prescription fulfillment, and delivery. - Troubleshoot and resolve inquiries related to orders, shipments, billing, and accounts. - Maintain professional, empathetic communication aligned with healthcare standards. - Order Verification & Pharmacy Coordination – 30% - Review and verify pharmacy orders for accuracy, including product selection and dosage alignment. - Coordinate with pharmacy partners to resolve discrepancies or fulfillment delays. - Maintain accurate CRM documentation for order status and customer communications. - Escalate compliance-sensitive issues appropriately and in a timely manner. - Lead Follow-Up & Conversion – 20% - Follow up with inbound leads in a consultative and timely manner. - Address objections and guide prospective customers toward treatment initiation. - Track lead pipeline activity and support conversion reporting. - Provide structured feedback to marketing teams on trends and common objections. - Process Optimization & Documentation – 15% - Identify recurring friction points and recommend operational improvements. - Develop and refine SOPs, FAQs, and response templates. - Support scaling initiatives as the customer base grows. - Monitor customer satisfaction indicators and recommend proactive enhancements. Qualifications - 2+ years of experience in customer support, account management, or concierge-style service. - Strong written and verbal English communication skills with a warm, professional tone. - High attention to detail and ability to manage multiple workflows simultaneously. - Experience using CRM platforms for documentation and pipeline tracking (ActiveCampaign preferred). - Ability to thrive in a fast-paced startup environment with evolving processes. - Strong organizational skills and disciplined follow-up habits. Requirements - Must-Haves (Required) - CRM platforms (ActiveCampaign, HubSpot, Zendesk, Intercom, or similar) - Email platforms - Live chat systems - Phone systems - Google Sheets - Nice-to-Haves (Preferred) - E-commerce platforms - Telehealth or healthcare workflow tools - ClickUp - Asana - Notion Benefits - Competitive Salary: Based on experience and skills - Remote Work: Fully remote—work from anywhere - Performance Bonus: Based on data accuracy, reporting timeliness, and overall sales efficiency - 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.