rePurpose Global is a VC-backed tech startup dedicated to driving sustainable innovation in the packaging industry. Our new B2B software platform helps consumer brands navigate complex packaging regulations, make smarter packaging sustainability decisions, leverage packaging data for business growth, and ensure compliance with evolving global standards. We're building powerful new features to empower customers with actionable insights and streamlined processes.
About the Role
We are looking for a detail-oriented and proactive Customer Success Associate to manage automated customer accounts, with a focus on ticket management, onboarding, and reporting. This is a hands-on, high-impact role in a fast-paced environment, centered on delivering a seamless customer experience through efficient processes, strong tooling, and clear communication.
The role is execution-focused and spans customer lifecycle management at scale, owning automation workflows, playbooks, and structured engagement systems. You will own day-to-day operations across a large portfolio of accounts while working closely with your manager on process design, lifecycle improvements, and automation initiatives that reduce manual effort and improve customer outcomes.
This position is remote, but we prefer candidates located in New York or on the East Coast.Key Responsibilities
- Own and manage a high-volume portfolio of automated customer accounts
- Deliver smooth onboarding experiences (webinars, account setup, communications enrollment)
- Manage a ticketing system and ensure all customer queries are responded to within a 24-hour SLA
- Provide clear, helpful, and proactive communication that minimizes customer effort
- Maintain and optimize customer lifecycle touchpoints using structured playbooks and templates
- Monitor customer health signals, usage trends, and engagement patterns to identify risk proactively
- Take ownership of renewals, ensuring continuity and identifying churn risks early
- Track and report on ticket volumes, response times, SLA adherence, and customer health
- Identify recurring customer issues and translate them into scalable solutions (FAQs, playbooks, automation rules)
- Design and improve customer-facing workflows, enablement materials, and lifecycle strategies, while identifying opportunities to automate and address trends across product, support, onboarding, and operations
Requirements
- 1-3 years of experience in customer success, support, operations, or similar
- Strong spoken and written communication skills — clear, concise, and empathetic
- Highly organized with the ability to juggle multiple priorities
- Strong attention to detail, with the ability to keep customer-facing interfaces, data, and content accurate, up to date, and clean
- Comfortable working with data and identifying patterns
- Strong problem-solving skills — able to identify and propose effective solutions
- Proactive mindset — you don’t wait to be told what to do
- Ability to work autonomously, setting your own tasks and priorities to achieve goals
- Adaptable and comfortable working in a fast-paced, evolving environment — able to handle changing scopes, wear multiple hats, and keep up as the organization grows
- Interest in sustainability, climate, or impact-driven businesses
- Familiarity with ticketing systems or CRM tools (Zendesk, Hubspot, Salesforce)
Skills Required
- 2+ years of experience in customer success, support, operations, or similar
- Strong spoken and written communication skills
- Highly organized with the ability to juggle multiple priorities
- Strong attention to detail
- Comfortable working with data
- Strong problem-solving skills
- Proactive mindset
- Ability to work autonomously
- Adaptable in a fast-paced environment
- Interest in sustainability or impact-driven businesses
- Familiarity with ticketing systems or CRM tools
What We Do
rePurpose Global is the world’s leading Plastic Action Platform, bringing together brands, consumers, innovators, and policymakers to collectively combat the plastic waste crisis. Through its pioneering solutions across the circular economy value chain, rePurpose has helped more than 300 companies measure, reduce, and take action on their plastic footprints, while driving systems change on a global scale. rePurpose Impact Projects have recovered over 15 million kilograms of plastic waste from the environment to date, protecting vulnerable coastal regions across the Americas, Africa, and Asia. In doing so, the organization has enabled the delivery of waste management services to millions of people for the first time, while positively impacting the lives of thousands of marginalized waste workers across the world. Founded in 2016, rePurpose Global now employs over 70 full-time team members across offices worldwide. For more information, please visit https://repurpose.global/. If you'd like to work with us, head on over to our Careers Page to look at the open positions and browse through their job descriptions: https://www.business.repurpose.global/careers
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