[Remote] Customer Support Representative

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