Customer Support Representative

Full-Time Salary

Hybrid Role (Located in New York City)

About the role:

This is an amazing opportunity for a Customer Support Representative to join our Customer Success Team.  In this role, you will get to work directly with our founding team to deliver the most valuable and joyful experiences for our customers. If you are looking to make a real impact on real people’s lives and accelerate your career to new heights, this is it!

About us:

We are an early-stage vertical SaaS business dedicated to bringing the most innovative technology to the historically underserved Waste Management Industry. We care deeply about the hard-working, dedicated, and humble people of the Waste Management industry. We will stop at nothing to ensure they get the most value technology can offer. We settle for nothing short of being the best at what we do. We lean on each other to deliver the best value to our customers, and we constantly challenge each other to be the best version of ourselves every day.

What you will do:

In this role you will be the first point of contact for our customers post go-live.  You will help troubleshoot any technical issues our customers are having and work collaboratively with peers in the Engineering, Product, and Customer Success teams to provide the best resolution and experience for our customers. Tactical responsibilities include:

• 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’s customer base.
• Being the go-to resource for any questions regarding the CurbWaste product for internal and external stakeholders
• Communicating client perspective to Product and Development teams for feature improvements/fixes

What you will need:

The most important things we look for are passion, grit, and hunger. To be successful at CurbWaste, you will need to be motivated by impact, growth, and desire to have a life journey filled with joy.  The ideal candidate must demonstrate strong attention to detail, with a focus on accuracy and consistency in all tasks.  The role requires the ability to carefully review work, identify potential issues, and ensure high-quality outcomes.

These are the skills we look for in this role:

• Critical thinking skills with experience in troubleshooting software issues are a plus
• Exceptional project 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 is a plus
• Experience using a support ticketing system (Hubspot, Jira, Pendo, Logrocket) is a plus
• Some technical skills (Excel, SQL, database management, python etc.) are a plus