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

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, 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.

Role Overview

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.

Your Impact

• 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.

Core Responsibilities

Support Across Channels

Customer Advocacy with Business Judgment

Operational Excellence

Brand & Product Accuracy

Requirements

Must-Have :

Nice-to-Have :

Benefits