About Pearl West Group
Pearl West Group is a fast-growing DTC e-commerce company managing a portfolio of health, wellness, and pet brands. We're customer-obsessed, data-driven, and building a team that's as passionate about our customers as we are about our products.
Role OverviewWe are building a talent pool of Customer Service Representatives (CSR) that focuses on retention — this is not an immediate hire, but an opportunity to be considered for upcoming openings as our team grows.
We're looking for passionate, customer-focused individuals who can deliver real value to our customers — not just resolve issues, but build loyalty, prevent churn, and drive long-term satisfaction. As a Customer Retention Associate, you'll handle inbound inquiries via live chat and phone, and proactively reach out to customers through outbound calls to offer personalized solutions, upsell relevant products, and keep them coming back.
Selected candidates will initially join our Customer Experience team on a 3-month contract — with the possibility of full-time employment based on performance.
Key Responsibilities- Make outbound calls to customers — save accounts, offer solutions, and close retention conversations with confidence (~100 calls per day)
- Upsell and cross-sell relevant products based on customer needs and purchase history (50% success rate from connected calls)
- Handle inbound inquiries via live chat and phone — order updates, returns, exchanges, refunds, and product inquiries
- Coordinate with internal teams and 3PL partners to resolve shipping or fulfillment issues
- Maintain accurate and complete customer interaction records
- Identify recurring issues and suggest improvements to processes or templates
- Meet or exceed performance targets for response time, resolution rate, and customer satisfaction
- Perform other customer experience–related tasks as assigned (responsibilities are not limited to the above and may evolve based on team needs and performance)
Category
Requirement
Experience
Minimum 1 year of solid experience in customer retention, inbound/outbound upselling, or sales
Sales Skills
Sales-driven with strong closing, persuasion, and objection-handling skills
Communication
Excellent spoken and written English —strong phone presence with a neutral or international accent
Tools
Familiarity with Slack, Shopify, Freshdesk, Zendesk, or similar helpdesk platforms
Multitasking
Able to manage live conversations across chat and phone simultaneously
Integrity
Reliable, proactive, and comfortable working independently in a remote setup
Availability
Must be available for training (Tuesday–Saturday, 4 AM–12 NN PHT); shift schedule to be discussed, with preference to those that can work in different time zone and weekend
SetupFulltime remote work; Candidate must be Philippines-based and must have their own device- Experience with subscription-based DTC brands or recurring billing models
- Familiarity with Amazon Seller Central, TikTok Shop, ClickUp, Meta Business Suite
- Experience working with 3PL or fulfillment partners
- Google Workspace proficiency (Docs, Sheets)
- Pet owner or strong familiarity with pet owners' needs and concerns is a big plus!
- Strong QA or quality monitoring background in a CS or voice environment — we'd love to hear from you!
- Work with a growing portfolio of brands that people genuinely love
- Remote-first, results-driven culture
- Opportunity to grow within the CS and retention function as the team scales
- Be part of building something from the ground up
Application Process
- Submit your resume highlighting your relevant experience
- Online assessment (take the online assessment here: https://app.testgorilla.com/s/c875bwb6 - no assessment, no interview
- Initial interview with the HR team.
- Mock Call Assessment
- Final interview with the hiring manager.
Skills Required
- Minimum 1 year experience in customer retention, inbound/outbound upselling, or sales
- Strong closing, persuasion, and objection-handling sales skills
- Excellent spoken and written English with a neutral or international accent
- Familiarity with Slack, Shopify, Freshdesk, Zendesk, or similar helpdesk platforms
- Ability to multitask and manage live chat and phone conversations simultaneously
- Reliable, proactive, and comfortable working independently in a remote setup
- Available for training (Tuesday-Saturday, 4 AM-12 NN PHT) and flexible for shift scheduling including weekends
- Philippines-based and must have own device for fulltime remote work
- Experience with subscription-based DTC brands or recurring billing models
- Familiarity with Amazon Seller Central, TikTok Shop, ClickUp, Meta Business Suite
- Experience working with 3PL or fulfillment partners
- Google Workspace proficiency (Docs, Sheets)
- Pet owner or strong familiarity with pet owners' needs and concerns
- Strong QA or quality monitoring background in a CS or voice environment
What We Do
Pearl West acquires, builds, and scales high-growth consumer brands. We partner with brands at key inflection points—whether during founder transition, rapid scaling, or operational reset. Our portfolio includes both acquired brands and brands we’ve built from the ground up, all supported by our in house infrastructure and experienced team. We’re a lean, driven group of builders, operators, and brand obsessives with a shared passion for scaling what matters. At the intersection of finance, creativity, product development, supply chain, consumer insight & channel expansion, our team combines analytical rigor with startup energy to grow a portfolio of high-performing CPG brands. Our leadership comes from diverse backgrounds—marketing, M&A, brand strategy, omnichannel growth united by one thing: an execution-first mindset. Strategy is nothing without momentum, and we believe speed, testing, and relentless improvement are what set good brands apart from great ones.
