---
title: 'Customer Support Specialist at Pearly'
canonical: 'https://feeny.ai/job/customer-support-specialist-pearly-atlanta-m0ypq25m7h9w'
type: 'job'
last_seen: '2026-09-09'
---

# Customer Support Specialist at Pearly

- **Company:** Pearly
- **Location:** Atlanta, GA
- **Employment:** full-time
- **Work type:** hybrid
- **Posted:** 2026-09-06
- **Last confirmed live:** 2026-09-09
- **Apply:** https://jobs.ashbyhq.com/pearlyplan/ecf3376b-62f9-4fde-a4dc-d871f8c38187

## Job description

## ABOUT PEARLY

Pearly is modernizing dental billing and payments for thousands of dental offices across the country (DSOs, dental groups, and independent practices). We're on a mission to help dental practices save time and get paid faster, while giving patients a transparent, modern, and convenient way to understand and pay for dental care from pre-visit through post-visit.

We're a growth-stage company with a strong product-market fit serving over 3,000 offices and a small, high-caliber team that moves fast and builds things the right way. As we scale,, we're looking for high-talent, high-integrity people to join us on our mission to reimagine dental billing, collections, and engagement.

## ABOUT THE ROLE

We're looking for a Customer Support Specialist who will be focused on our support queue: responding to customers promptly, professionally, and thoroughly, and making sure nothing falls through the cracks. This is a small team, so this role isn't one of many people who can blend into the queue; it requires someone who takes real ownership of it.

You'll work with the full range of Pearly's customer base, from single-location dental practices to large, multi-location DSOs, and should be comfortable adjusting your tone and approach to match each: warm and straightforward with individual practices, and polished and precise with larger B2B accounts.

Beyond day-to-day ticket resolution, you'll keep an eye on the bigger picture: noticing patterns in what customers are running into and surfacing them to management before they become recurring problems.

## WHAT YOU'LL DO

- Manage and Own the Support Queue: Take full ownership of our customer support queue, responding promptly, professionally, and thoroughly to all customer inquiries so customers feel heard, supported, and satisfied with each interaction.
- First-Line Troubleshooting: Serve as the first point of contact for incoming customer issues, using strong troubleshooting skills to quickly diagnose problems and offer solutions.
- Escalate Technical Issues: Hand off complex technical or integration issues to the Technical Support Specialist once they're beyond first-line troubleshooting, with clear context so nothing gets lost in the handoff.
- Identify & Surface Patterns: Spot trends across tickets, recurring bugs, confusing workflows, common points of friction, and roll them up to management proactively, rather than waiting to be asked.
- Manage the Ticketing System: Work with the CS team to ensure tickets are handled efficiently, and suggest and implement improvements to the ticketing system as you see fit.
- Create Internal and External Resources: Contribute to an internal knowledge base for team efficiency and build external resources that enable customer self-support.
- Communicate Effectively: Communicate proactively with with customers and internally. Surface product issues & ideas, flag CS for account health concerns, or pull in Sales for upsell signals.

## KEY SUCCESS METRICS

- First Response Time: within 3 business hours, with same-day acknowledgment across all channels.
- Resolution Time: Resolve first-line tickets within 1 business day; hand off tickets requiring technical or integration expertise the same day they're identified.
- Customer Satisfaction (CSAT): Maintain a CSAT score of 90% or higher across resolved tickets.
- Escalation Accuracy: Keep escalations to the Technical Support Specialist that get sent back for missing context under 5%.
- Queue Health: Keep the open ticket backlog at or below 1.5x average daily ticket volume, reviewed weekly, and ensure no ticket goes more than 24 hours without an update.

## QUALIFICATIONS

- Hungry and Professional. You're hungry and eager to solve customer problems while maintaining a high level of professionalism. You look forward to jumping on the phone and enjoy the process of finding solutions just as much as the outcome.
- 2+ years of experience in customer support (ideally in B2B SaaS), with a proven record of handling a support queue.
- Strong written and verbal communication skills. This role will require you to spend much of your day communicating with customers on the phone and via email, as well as creating comprehensive internal documentation as we continue to grow.
- Technological Proficiency. Experience with support platforms (Pylon, Zendesk, or similar) and a track record of improving support operations, not just executing within them.
- Ownership Mindset. This is a small team, so you won't be one of many people the queue can lean on. You'll operate with a high degree of autonomy and take ownership not just of the support queue and ticketing process, but of the outcome: fully solving customer issues, not just closing tickets, in a way that supports customer satisfaction, retention, and NPS.
- Familiarity with financial/accounting terminology and concepts.
- Based in the Atlanta area, working in a hybrid capacity.

Please apply and we look forward to meeting you!

## About Pearly

## Company Overview
- **One-liner**: Pearly is a dental financial engagement platform that automates billing, accounts receivable, membership plans, and payments for dental practices and DSOs.
- **Entity Type**: Private (Seed stage)
- **Headquarters**: Santa Barbara, California, USA
- **Founded**: 2020
- **Founders**: Jeff Cole (CEO), Sean Emmer (CTO), Billy Grokenberger (Head of Customer Success)

## Core Business
- **Primary industry**: Dental revenue cycle management (RCM) & healthcare technology
- **Target customers**: B2B – dental service organizations (DSOs), group practices, and private dental offices
- **Mission/purpose**: “Make dental billing beautiful for practices & patients” – improving financial outcomes through automation and a modern patient experience.

## Products & Services
All products are cloud-based SaaS modules of the Pearly platform:

- **Billing & A/R Workflows** – Auto‑pilot patient billing and A/R collection with smart sequencing and qualification filters.
- **Digital Statements** – Sends readable, branded digital statements with frictionless payment options.
- **Online Payments** – Frictionless payment experience integrated into billing communications.
- **Membership Plans** – Automated enrollment, billing, and renewals for in‑office dental membership programs.
- **Pay‑Over‑Time** – Integrated payment plans and financing options.
- **Reporting & Insights** – Turns RCM data into actionable dashboards and metrics.

## Market Standing
- **Valuation**: Not publicly disclosed
- **Key Metric – Annual Revenue**: ~$1.9 M (per LinkedIn data, may be outdated or estimated)
- **Total Funding**: $1.525 M (Seed round led by ScOp Venture Capital in 2022; earlier pre‑seed of $25k)
- **Notable Investors/Partners**: ScOp Venture Capital (lead); advisors include Fred Joyal, Steve Roth, Tom Hopkins, Dylan Perkins, Gary Saint Denis
- **Growth Signals**:
  - 2,500+ dental offices on the platform (homepage) – up from earlier figures.
  - 1.6 M digital statements sent monthly; 65% decrease in staff time spent on billing.
  - 33% average increase in collection rate; 32% increase in patient A/R collected in first 60 days.
  - Headcount growing: reports vary from 14 (LinkedIn) to 38 (Built In) – conflicting but both indicate recent hiring push.
  - 8 active job postings as of mid‑2025 with 300% YoY growth in postings.

## Competitive Advantages
- **Vertical‑specific focus**: Purpose‑built for dental RCM, not a generic healthcare billing tool.
- **Founder track record**: Co‑founders previously built Path (healthcare messaging platform, acquired 2018) – deep domain experience.
- **Automation‑first approach**: Reduces manual billing tasks by over 60%, directly improving practice cash flow.
- **Patient‑centric design**: Delivers a “modern financial experience” – a differentiator in a traditionally paper‑heavy industry.
- **Strong integrations**: Connects with major practice management systems (PMS).

## Strategic Focus
- **Platform expansion**: Adding AI‑powered automations and deeper analytics.
- **Scaling with DSOs**: Proving value with larger multi‑location groups (case studies show 10‑28 office deployments).
- **Hiring builders**: Recruiting senior software engineers and data platform engineers to build from a “clean slate” without legacy tech debt.
- **Geographic growth**: Maintaining HQ in Santa Barbara, CA and opening a New York City office to attract talent.

## Why Work Here
- **Culture**: High‑talent, high‑integrity team that values “Outcome First”, “Bias for Action”, “Candid Communication”, and “Continuous Learning”.
- **Work style**: Hybrid – employees work from physical offices in Santa Barbara (downtown) or New York City; on‑site presence expected (per Built In classification “OnSite Workspace”).
- **Engineering environment**: Opportunity to build new systems without legacy process debt; strong emphasis on craftsmanship and using AI creatively.
- **Growth**: At a critical inflection point with deep product‑market fit – employees have outsized impact and clear career growth.
- **Perks**: Work from a beach‑city office in Santa Barbara; team is lean and highly collaborative.

## Sources
1. [Pearly About Page](https://www.pearly.co/about)
2. [Pearly Careers Page](https://www.pearly.co/careers)
3. [Pearly Homepage](https://www.pearly.co/l/home)
4. [Pearly LinkedIn Company Page](https://www.linkedin.com/company/pearlyplan)
5. [Pearly Profile on Built In](https://builtin.com/company/pearly)

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