Customer Support Representative

About the role:

This is an amazing opportunity for a Customer Support Representative to join our Customer Experience 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 the job:

CurbWaste is on a mission: to modernize the waste and recycling industry. We're a venture backed company with 150+ customers using CurbWaste's all in one solution to transform their businesses. We have a lot more to do, becoming the system of record to one of the most critical industries in the world and support the hard-working people of the waste industry.

Our customers love us almost as much as we love them (with a proud NPS score of 80+!)

We were recently honored as the SMB Tech Top 50 and continue to push boundaries as the up-and-coming solution for waste haulers around the US.

We're looking for big thinkers and humble warriors.

The core values we live by:

• Serve our customers, serve our industry
• Be infinitely curious
• Resourcefulness over resources
• Win as a team, learn as a team
• Do the 1% more

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 Experience 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 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

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 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 is a plus
• Experience using a support ticketing system (Intercom, Jira, etc) is a plus; experience with Intercom Fin or similar AI-powered support tools is a bonus
• 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.) are a plus

Benefits:

This is not just a job. This is a career, a chance to make a direct impact. Here's how we help:

• Competitive salary range: $65k-$70k
• 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

Our Mission:

We aim to change the way waste companies run their business. We are a software founded by haulers and built for haulers. We care about the environment and want to play a positive role in the future of the waste industry. Software helps create solutions and we are focused on being the leaders in change.

At CurbWaste we celebrate individuality and uniqueness. We believe that the convergence of fresh perspectives and experiences from all walks of life is what makes our product and culture so great. We strongly encourage people from underrepresented groups to apply. We do not discriminate against employees based on race, color, religion, sex, national origin, gender identity or expression, age, disability, pregnancy (including childbirth, breastfeeding, or related medical condition), genetic information, protected military or veteran status, sexual orientation, or any other characteristic protected by applicable federal, state or local laws.