Customer Support Representative
CurbWaste is on a mission to modernize the waste and recycling industry, and they are seeking a Customer Support Representative to join their Customer Experience Team. In this role, you will work directly with customers to troubleshoot technical issues and provide valuable support while collaborating with various teams to enhance customer satisfaction.
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
- 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.)
- Experience with Intercom Fin or similar AI-powered support tools
- Comfort with AI tools and a willingness to integrate them into daily workflows to enhance productivity
- 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