• Senior Customer Support Representative

    Non-Member Transactions
    Job Description
    Come work with us! Smarter Sorting is a VC funded, Austin-based startup that uses data-driven technology to turn Household Hazardous Waste into a reusable product. We’re on a mission to use machine learning to build the world's first smart chemical database (and save the world)! By helping North America's largest retailers and biggest cities identify items in their regulated waste stream, our tech literally turns waste into product, saving our customers money and increasing reuse. The Smarter Sorting team is made up of top-notch talent who are driven circular economy practitioners. We're determined to build world-class tech that transforms the chemical waste management industry, speeding our advancement towards a zero waste future. Smarter Sorting is at the base of an exponential curve in growth. We need a Senior Customer Support Representative to take ownership of delighting our current clients and build up processes and policies to delight our future clients. Since this is our first hire on the Customer Support team, this person will have lots of independence and huge future growth opportunities. They will handle all incoming calls and emails in a timely fashion and delight our customers by hitting strict SLAs. This person is driven to own this role and excited to build a foundation from the ground up. What You'll Be Doing: -Answer and respond to all incoming support calls and emails with exceptional levels of customer satisfaction -Develop and build upon existing processes such as tickets, reporting, training and other foundational aspects of support -Troubleshoot hardware and software issues and escalate to technology team as needed -Hit SLAs and KPIs related to first response time, resolution time, customer satisfaction etc. -Ensure that work resources are reviewed and updated as needed for our external knowledge base -Manage all support tools (HelpScout, Aircall, etc.) -Make effective independent decisions and develop goals, action plans, and deadlines -Develop and maintain relationships with current and future Municipal and Large Retail customers -Organize, audit and maintain client directory and documentation -Develop protocols and guidelines to address client needs and issues -Design a process for soliciting client feedback and implement ways to improve -Assist in onboarding new clients -Assist sales and engineering with new product research, customer needs, and market trends Your Experience + Skills: -3+ years of Customer Support Experience required -2+ years working at a startup or in a small team -Bachelor’s Degree preferred, but not required -Experience implementing and managing the administration of Support tools (ticketing, tracking, LMS) -Extremely Tech-savvy and quick to learn new software tools -Excellent communication skills and the ability to understand customer needs -Detail oriented and organized -Strong leadership and ability to create lasting professional relationships -Driven by follow through and execution -Value and display ownership -Proactive in your approach, but able to resolve issues reactively as needed -Ability to apply analytical techniques to open-ended business queries -Possess the highest level of integrity, honesty, and professionalism -Capable of positively impacting strategy through collaboration, tools, and practices Your 1st month: -Learn everything there is to know about our product -Learn our support tools like HelpScout, Aircall, Victorops -Start taking support tickets and calls Your first 3 months: -Become proficient at all things support -Launch the external knowledge base and update routinely -Organize, audit and maintain client directory and documentation Your first 6 months: -Forecast support team needs -Provide documentation for all support processes and SOPs -Solicit client feedback and implement ways to improve If this sounds like you, apply now!
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