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Work Schedule: EST │ 8:00 AM – 5:00 PM, Monday–Friday

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.
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About the Client
A bootstrapped B2B SaaS company serving the seasonal pool and field service industry is looking for a Customer Success & Inside Sales Representative to own the entire front-line customer experience — from inbound support to warm-lead sales conversion.
The company operates two connected businesses: a software platform used by pool service operators to manage scheduling, invoicing, and technician workflows, and a physical pool service company that doubles as a training ground for new hires. Leadership is lean and founder-led, with a culture that prioritizes ownership, autonomy, and quality of work over rigid structure or high-touch oversight.

About the Role
In this role, you'll spend your first 1–2 months embedded in the physical pool service side of the business, learning firsthand the workflows and pain points that customers bring to the software platform. From there, you'll transition into full ownership of inbound customer support, technical ticket triage, and warm-lead sales conversations — toggling between order resolution and consultative selling depending on the day.
Given the seasonal nature of the business, call volume and sales activity shift significantly throughout the year. Success means customers consistently feel heard and confident after every interaction, warm leads are followed up on without prompting, and the founder is fully removed from day-to-day front-line calls.

Core Responsibilities
Inbound Customer Success & Technical Support
Answer inbound calls and emails from existing customers during core business hours (8:00 AM–5:00 PM EST)
Resolve tier-1 support inquiries using the internal knowledge base and AI-assisted search tools




Triage product bugs by collecting screenshots and replication steps, then log structured reports for engineering
Manage all customer communication in HubSpot, updating ticket status and clearing the inbox by end of shift
Warm Lead Sales & Outbound Follow-Up
Conduct 15–30 minute discovery and quoting calls with warm inbound leads from forms, demos, and trade shows
Execute HubSpot sequencing tasks to follow up on sent quotes and nurture leads through the pipeline
Own trade show lead follow-up (100–200 leads collected annually), converting leads during peak sales season
Track and report on call volume, lead-to-quote conversion, and quote-to-close rate
Dual-Business Support & Cross-Training
Complete a 1–2 month onboarding rotation within the physical pool service business to learn core workflows
Apply hands-on service experience to inform and strengthen SaaS sales conversations
Provide ongoing support to the pool service business as needed during its own peak season
CRM & Pipeline Management
Maintain HubSpot as the single source of truth, logging every call, quote, and follow-up with accurate deal stages
Run recurring operational reports to flag stalled deals and track signed quotes
Keep the task queue current, working through follow-up reminders proactively
Proactive Process Improvement
Identify patterns in repeat customer questions and recommend knowledge base updates
Use AI tools and internal documentation to self-resolve issues before escalating
Adjust daily workload and pacing to match seasonal shifts in call and sales volume
Requirements
Must-Have




2+ years of consultative B2B or B2C phone sales experience with a track record of closing deals through discovery-based conversations (not high-volume outbound/call-center dialing)
Hands-on experience managing a CRM pipeline in HubSpot (or comparable platform such as Salesforce or Zoho), including sequencing, task management, and deal-stage tracking
Experience in customer support or customer success handling live phone and email inquiries, including ticket logging and issue triage
Background in SaaS, field service, or home services industries (e.g., HVAC, plumbing, pool service, landscaping, property management)
Demonstrated quota attainment, conversion metrics, or measurable sales results in a previous role
C1+ English (CEFR) with clear, neutral pronunciation suited for direct phone-based communication with US customers
Experience working independently in a remote or distributed role with self-managed daily task queues

Nice-to-Have
Experience working in a founder-led or early-stage SaaS company (10–150 employees)
Familiarity with seasonal or demand-fluctuating business models
Experience owning trade show or event lead follow-up campaigns (100+ leads)
Prior experience working across two business units or functions within the same company
Benefits
Competitive Salary: Based on experience and skills
Remote Work: Fully remote—work from anywhere
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
General Networking: Connect with professionals worldwide

Our Recruitment Process Application
Screening
Skills Assessment
Topgrading Interview
Client Interview
Job Offer
Client Onboarding

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📌 Remote Sales & Customer Success Representative for Software Company (Ciudad de México)
🏢 Pearl
📍 Ciudad de México