About the job
About the Role
At PearlyPlan, we're revolutionizing the realm of dental billing and payments for numerous dental practices nationwide, including DSOs, dental groups, and independent offices. Our mission is to empower dental practices to save valuable time and accelerate payment processes while offering patients a clear, modern, and convenient method to understand and manage their dental care payments from pre-visit to post-visit.
As a dynamic growth-stage company with a robust product-market fit, we are proud to serve over 2,500 offices with a small, high-performing team dedicated to swift action and quality outcomes. As we expand, we are on the lookout for a Technical Support Specialist who will comprehensively manage the customer support experience, tackling everything from daily inquiries to complex technical troubleshooting. This role thrives in a collaborative environment where flexibility and ownership are key.
We seek an individual who takes initiative, operates with integrity, acts quickly, and finds joy in both assisting customers and unraveling complex challenges. If you are eager to contribute to a team where your efforts have a direct impact and the playbook is still being developed, then this is the opportunity for you.
Your Responsibilities
Customer Support & Experience Management
Take the lead on the support queue, collaborating with team members to manage incoming tickets and escalations promptly and thoughtfully.
Provide clear and empathetic communication that enhances the experience for our dental office and DSO customers.
Assess, prioritize, and resolve issues related to billing, payments, and integrations.
Technical Troubleshooting & Integration Oversight
Identify root causes of integration sync failures with PearlyPlan’s practice management and payment partners.
Execute scripts to resolve known sync issues, diagnose failure sources, and manage tickets internally or with vendors.
Collaborate with engineering to develop internal tools and processes aimed at reducing recurring issues, transitioning the team from a reactive to a proactive stance.
Onboarding & Implementation Assistance
Support the selection, implementation, and ongoing maintenance of PearlyPlan’s support platform.
Establish and track metrics to enhance support speed, resolution quality, and customer satisfaction.
Create and maintain documentation for training and support purposes.

