Note: The job is a remote job and is open to candidates in USA. CurbWaste is a venture-backed company on a mission to modernize the waste and recycling industry. They are seeking a Customer Support Representative to join their Customer Experience Team, where the role involves troubleshooting technical issues and providing exceptional service to customers post go-live.
Responsibilities
- Troubleshooting issues and prioritizing based on urgency. This may include outbound contact with clients for additional information and resolution via chat, phone, and email
- Providing clear and detailed information to clients on product feature functionality, both written and verbal
- Documenting support processes and issue resolutions
- Working closely with the Sales and Product teams to provide product knowledge, configuration assistance, and first-level technical support to CurbWaste and CurbPOS customers
- Being the go-to resource for any questions regarding CurbWaste and CurbPOS products for internal and external stakeholders
- Communicating client perspective to Product and Development teams for feature improvements/fixes
- Leveraging AI tools and automation to improve support efficiency and response quality
Skills
- Passion, grit, and hunger
- Motivated by impact, growth, and desire to have a life journey filled with joy
- Strong attention to detail, with a focus on accuracy and consistency in all tasks
- Ability to carefully review work, identify potential issues, and ensure high-quality outcomes
- Critical thinking skills with experience in troubleshooting software issues
- Exceptional time management skills; proven ability to manage multiple tasks while maintaining accuracy and meeting deadlines
- Strong attention to detail
- Exceptional customer relationship skills and a clear view on what constitutes excellent customer service
- Ability to communicate clearly and effectively with Customers
- 1-2 years in a technical support role (ideally in a SaaS company)
- Familiarity with SaaS business models
- Experience using a support ticketing system (Intercom, Jira, etc.)
- Comfort with AI tools and a willingness to integrate them into daily workflows to enhance productivity
- Experience with Intercom Fin or similar AI-powered support tools
- Some technical skills (Excel, SQL, database management, Python, etc.)
Benefits
- Flextime, recognition, and support for autonomous work: Flexible time off with ample learning and development opportunities to continue growing your career
- Health benefits: Company-paid medical, dental, and vision
Company Overview
CurbWaste is an operating system designed for independent waste haulers, providing real-time fleet management and project management tools. It was founded in 2018, and is headquartered in New York, New York, USA, with a workforce of 11-50 employees. Its website is https://curbwaste.com.