The Role
Provide technical support, training, troubleshooting, and customer assistance through ticket, phone, and chat channels. Build and maintain customer documentation, tutorials, and training materials. Advocate for customers by gathering feedback, escalating issues, identifying trends, and collaborating cross-functionally. Help establish scalable support processes, monitor support metrics, and improve customer satisfaction, retention, and software adoption.
Summary Generated by Built In
TrashLab is the AI-native operating system for waste and recycling haulers across the US and Canada. We replace legacy point solutions with modern technology and AI agents that do real work in the truck, at the scale house, and on the phones. Our platform runs the full operational stack: CRM, billing, dispatch, routing, scale and recycling workflows, driver app and customer portal. Haulers use TrashLab to grow revenue and better serve their customers.
Since launching in 2023, TrashLab has scaled rapidly: live in 40+ states across hundreds of haulers and revolutionizing a $100B+ category with cutting edge technology. And our ambition goes beyond software — over time, we aim to become the financial and operational network that powers the industry. We recently completed our Series A from top-tier investors, and we're hiring a smart, ambitious team that will define what modern hauler technology will look like for the next decade. We move fast and care deeply about the operators we serve. Learn more at trashlab.com.
About the Role
We are seeking a dynamic individual to join our fast-growing startup as an early-stage Customer Support Representative. This role will play a pivotal role in both establishing and executing on support processes to ensure maximal client satisfaction, retention, and advocacy. As one of the initial hires in this role, you will shape and define the customer support function at our company.
You will
- Provide technical support and training to customers
- Manage an inbound ticket queue, phone call queue, and inbound chat support
- Build and own our customer-facing knowledge base, including documentation, tutorials, and training materials.
- Act as a customer advocate within the company, gathering feedback, escalating critical issues, identifying trends, and working closely with cross-functional teams to address customer needs
- Implement new processes to increase the scalability of our team
You are a great fit if:
- You have experience with product support, training, troubleshooting, and technical documentation.
- You’ve worked in a customer-facing role, preferably in B2B software or technology sales.
- You’re highly organized, attentive to detail, and able to manage multiple priorities proactively.
- You can help customers with varying levels of technical proficiency adopt new software confidently.
- You’re an exceptional problem-solver.
- You’ve worked with support metrics such as CSAT, NPS, first response time, resolution time, SLA attainment, and ticket trends.
- You’ve supported customers with complex operations, such as those in waste and recycling, logistics, transportation, or field services.
- You have experience with support systems like Front or Linear (a plus).
- You bring data and analytical skills (a plus).
- You’re self-motivated, take ownership of your work, and want to help a startup grow.
Additional details:
- Location: Remote, Full-time
- Compensation: $70,000 - $90,000
- Benefits: Fully-covered options for health, dental, and vision insurance, with significant contributions for spouses & dependants. HSA, FSA, 401k, Commuter Benefits accounts available.
TrashLab is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We do not discriminate on the basis of race, color, religion, national origin, sex, gender identity, sexual orientation, age, disability, veteran status, or any other protected characteristic under applicable law. Employment with TrashLab is at-will, and this job description is not a contract of employment. Responsibilities, qualifications, and benefits are subject to change at the company's discretion.
Skills Required
- Experience with product support, customer training, troubleshooting, and technical documentation
- Experience in a customer-facing role, preferably in B2B software or technology sales
- Ability to manage multiple priorities with strong organization and attention to detail
- Ability to support customers with varying levels of technical proficiency adopting software
- Exceptional problem-solving skills
- Experience with support metrics including CSAT, NPS, first response time, resolution time, SLA attainment, and ticket trends
- Experience supporting customers with complex operations such as waste and recycling, logistics, transportation, or field services
- Experience with support systems such as Front or Linear
- Data and analytical skills
- Self-motivation, ownership, and willingness to help a startup grow
TrashLab Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about TrashLab and has not been reviewed or approved by TrashLab.
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Leave & Time Off Breadth — Time off is structured as “unlimited vacation” with a stated 15‑day minimum, creating a clear baseline above typical unlimited‑PTO norms. This explicit floor signals intent for people to actually take adequate time away.
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Healthcare Strength — Core medical, dental, and vision coverage are explicitly listed for a small, early‑stage company. Publishing these table‑stakes benefits indicates a solid baseline of health support.
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Flexible Benefits — The work model includes onsite or remote options with hiring across the U.S., Canada, and parts of LATAM. This geographic and location flexibility expands access for candidates outside the Bay Area.
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The Company
What We Do
TrashLab develops a dumpster management platform designed to improve the bottom line of waste haulers and sustainability through modern software solutions. Their cloud-based platform integrates dispatch, billing, driver tracking, orders, calls/texts, and payments, using AI to automate tasks and streamline operations.
