Customer Service Representative (Bilingual - English/Spanish)
Work Arrangement: Fully remote Job Type: Full-time Work Schedule: 40 hrs/week, Monday–Friday, 8:00 AM – 5:00 PM PST Locations: Remote, open to LATAM candidates 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? We’re not just another recruiting firm—we focus on placing candidates with exceptional US and EU founders who prioritize the long-term success of their team members. We also provide retention bonuses at 3, 6, 9, and 12 months, as well as community-driven benefits like an annual retreat. About The Company: Our client is a clean-tech startup unlocking solar billing for the multifamily housing market. By enabling landlords to sell solar energy directly to tenants, they eliminate the friction in monetizing rooftop solar for tenant-occupied buildings—creating a win-win where property owners earn back their investment and tenants save on energy costs. The company is scaling quickly after signing a series of major contracts, and is now seeking its first full-time Customer Service Representative (CSR) to ensure tenant satisfaction and reduce internal load on the operations team. The company culture is lean, impact-driven, and centered on building trust at scale—one conversation at a time. Role Overview We are looking for a bilingual Customer Service Representative (English/Spanish) to serve as the voice of the company for incoming tenant solar billing questions. This person will be the frontline of tenant experience —balancing warmth with clarity and ensuring every interaction is professional, empathetic, and accurate. As the company's first dedicated support hire , you’ll play a foundational role in improving SLA performance, handling complex tenant inquiries, and maintaining the trust of both landlord and tenant stakeholders during a period of rapid growth. This is not a script-driven call center job—it requires intelligence, ownership, and calm communication. Requirements Tenant Support Respond to tenant billing-related inquiries via Zendesk (calls, emails, and SMS) Answer live calls during shift hours, meeting SLA response times Clearly explain utility and billing concepts to a non-technical, often elderly tenant base Troubleshoot common issues and escalate to the billing team when necessary Billing & Usage Analysis Review bills and spot trends in tenant usage Form simple, first-pass hypotheses (e.g., higher usage = higher bill) Translate findings into tenant-friendly explanations Documentation & Ticketing Maintain accurate notes and case history in Zendesk Tag and escalate issues according to workflow standards Administrative Support Assist with light operations tasks during low call volume Help organize communication records and SOP references Non-Negotiables Fluent English (C2) with clear, neutral accent Fluent Spanish (spoken and written) 2+ years in a customer support or CSR role (billing, energy, telecom preferred) Zendesk or similar ticketing experience Calm, patient demeanor—especially with elderly or frustrated callers Strong with numbers and able to explain billing logic simply Nice-to-Haves Experience in US utility or billing systems Startup, SaaS, or cleantech background Familiarity with Google Workspace Process documentation or admin support experience Tools and Platforms: Zendesk (support + VOIP calls/SMS) Google Workspace (Docs, Sheets, Gmail) Slack (team comms) Zoom (internal check-ins) Notion (escalation + process standards) Benefits Potential for profit share based on performance Fully WFH, forever Annual team retreat Unlimited PTO Originally posted on Himalayas