[Hiring] Matchmaker & Account Manager @Pearl

Role Description

We are hiring a Matchmaker & Account Manager to own the full client lifecycle in a fast-growing, high-touch service environment. This role exists to manage and scale a growing portfolio of clients while maintaining a deeply personalized customer experience.

• Oversee onboarding, matchmaking, communication, and renewals for a high volume of accounts.
• Utilize relationship-building skills and AI-powered tools.
• Manage details at scale while continuously improving workflows.
• Thrive in fast-paced startup environments, take ownership, and proactively identify ways to improve systems and outcomes.

Your Impact:

• Contribute to scaling a high-growth service business by managing a large portfolio of clients without sacrificing quality or personalization.
• Improve client satisfaction and retention through consistent, proactive communication and thoughtful matchmaking.
• Drive operational efficiency by identifying bottlenecks and implementing automation and process improvements.
• Shape internal systems, improve team workflows, and support long-term scalability.

Core Responsibilities

• Account Management & Customer Experience – 35%
  • Own the full client lifecycle from onboarding to match outcomes and renewals.
  • Communicate proactively with clients via messaging platforms, maintaining response times within 24 hours.
  • Prepare clients before onboarding by ensuring profiles are complete and expectations are aligned.
  • Send regular check-ins, prompts, and feedback surveys to maintain engagement.
  • Track client data, preferences, and progress across all active accounts.
• Matchmaking & Research – 25%
  • Conduct in-depth research using AI tools to identify potential matches.
  • Build curated shortlists of high-quality matches based on compatibility and preferences.
  • Initiate outreach and assess match interest and availability.
  • Continuously refine matchmaking criteria based on client feedback.
  • Deliver matches on schedule according to client plans.
• Automation & Process Improvement – 20%
  • Identify inefficiencies in workflows and propose scalable solutions.
  • Implement automations using AI tools to streamline operations.
  • Develop templates for recurring communications while maintaining personalization.
  • Anticipate scaling challenges and proactively recommend process improvements.
  • Document workflows and improvements for team-wide adoption.
• Sales, Renewals & Upselling – 10%
  • Track renewal timelines and initiate conversations proactively.
  • Recommend appropriate service packages based on client needs.
  • Identify upsell opportunities through client interactions.
  • Collaborate with leadership when needed to close renewals.
• Systems, Documentation & Reporting – 10%
  • Maintain and improve internal SOPs for consistency and quality.
  • Map and optimize the customer journey.
  • Build and update reporting dashboards tracking key metrics.
  • Surface recurring client insights to inform product and service improvements.

Qualifications

• 2+ years of experience in customer service, account management, or client-facing roles.
• Strong proficiency in AI tools (e.g., Claude) for research, analysis, and workflow automation.
• Proven ability to improve processes and workflows independently.
• Experience working in a fast-paced startup or early-stage environment.
• High emotional intelligence and ability to build trust with clients.
• Excellent written communication skills in English.
• Strong organizational skills with the ability to manage 40–80 accounts simultaneously.
• Ability to adapt quickly in dynamic and evolving environments.

Nice-to-Haves

• Experience with sales, renewals, or upselling.
• Background in research-heavy roles.
• Exposure to matchmaking, dating, or relationship-based services.
• Creative background or strong creative thinking skills.
• Experience working with global or remote teams.

Tools Proficiency

• Must-Haves (Required)
  • Claude
  • Slack
  • Google Workspace
• Nice-to-Haves (Preferred)
  • OpenPhone
  • CRM systems
  • Reporting/dashboard tools (e.g., Airtable, Notion)

Benefits

• Competitive Salary: Based on experience and skills.
• Remote Work: Fully remote—work from anywhere.
• Performance Bonus: Based on data accuracy, reporting timeliness, and overall sales efficiency.
• Team Incentives: Recognition for maintaining 100% CRM hygiene and on-time reporting.
• Generous PTO: In accordance with company policy.
• Health Coverage for PH-based talents: HMO coverage after 3 months for full-time employees.
• Direct Mentorship: Guidance from international industry experts.
• Learning & Development: Ongoing access to resources for professional growth.
• Global Networking: Connect with professionals worldwide.

Our Recruitment Process

• Application
• Screening
• Skills Assessment
• Top-grading Interview
• Client Interview
• Job Offer
• Client Onboarding

Ready to Join Us?

If this role aligns with your skills and goals, apply now to take the next step in your journey with Pearl.