[Remote] Customer Support Representative

Note: The job is a remote job and is open to candidates in USA. TrashLab is an AI-native operating system providing technology and AI agents for waste and recycling haulers across the US and Canada. The Customer Support Representative will establish and execute support processes, provide technical assistance and training, manage customer support channels, maintain knowledge resources, advocate for customers, and improve team scalability.

Responsibilities

• 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

Skills

• 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're self-motivated, take ownership of your work, and want to help a startup grow
• You have experience with support systems like Front or Linear (a plus)
• You bring data and analytical skills (a plus)

Benefits

• Fully-covered options for health, dental, and vision insurance, with significant contributions for spouses & dependants.
• HSA, FSA, 401k, Commuter Benefits accounts available.

Company Overview