Customer Experience Representative (CX2)

Downstream System Inc.; United States; À distance; USD 45 000 - 55 000; Plein temps

Avantages offerts par ce poste

Medical, dental, and vision insurance

401(k) with company match

Company equity — be an owner

Résumé du poste

Downstream System Inc. is seeking a Customer Experience Representative (CX2) to manage end-to-end customer interactions, from account check-ins to onboarding and order changes.

The role emphasizes ownership of tickets, adherence to SLA timelines, and direct accountability for individual performance in a fast-growing marketplace.

Qualifications

• 1–3 years in customer service, customer success, or inside sales.
• Clear, professional communicator on the phone and in writing.
• Organized under time pressure; SLA windows are part of the job.
• Ownership mindset: no handoffs, no dropped threads.

Responsabilités

• Run standard account check-ins and build lasting customer relationships.
• Build carts and quotes against active customer demand.
• Own onboarding through the first 30 days for SMB customers.
• Handle cancellations, date changes, and swap/removal requests end to end.
• Process refunds within authority and escrow when needed.

Connaissances

Customer service

Communication

Time management

Ownership mindset

Outils

CRM software

Description du poste

Customer Experience Representative (CX2)

Remote (US) Full time 1–3 years $50k + quarterly performance bonus (up to 30% of base)

Downstream is a marketplace platform transforming the waste and construction industries from the ground up. We're on a mission to bring simplicity, transparency, and sustainability to two of the most essential — but often overlooked — sectors of our economy.

We make it easy for contractors, builders, and businesses to find and book critical services like dumpster rentals, hauling, site services, and equipment — all in a few clicks. No endless calls, no confusing pricing, no waiting around. Our platform connects customers with vetted, reliable providers so they can get what they need, when they need it.

We're not just about convenience — we're about impact. By streamlining logistics and digitizing the supply chain, we're helping reduce waste, cut emissions, and build a cleaner, more sustainable future. Let's build better, together.

About the role

We're looking for a Customer Experience Representative (CX2) to own customer-facing work end to end: account check-ins, cart building, quotes, onboarding, and customer-side order changes. This is a great opportunity for someone with customer service or inside sales experience who wants to build a career in a fast-paced, high-growth marketplace.

At Downstream, every ticket has one owner — you. The ticket you open is the ticket you close, including supplier calls when a ticket requires them. You'll learn our full catalog, work inside a clear SLA framework, and be paid on your own measurable performance — not team averages.

What you’ll do

• Run standard account check-ins and build lasting customer relationships
• Build carts and quotes against active customer demand
• Own SMB customer onboarding through the first 30 days
• Handle customer cancellations, date changes, and swap/removal requests end to end
• Process refunds within authority and escrow cleanly when above it
• Source new suppliers and onboarding — identification and first contact — for customer needs
• Resolve general customer questions across the full book
• Keep flawless CRM logging on every action, every ticket

Role specifics

• Ownership model: single-owner resolution — every ticket, open to close
• SLA framework: Critical first action in 5–10 minutes High in 15 Standard in 30 min–2 hrs
• KPI structure: SLA compliance 40% time to first action 25% Execution Quality Score 25% throughput 10%
• Performance grading: monthly A/B/C scoring from CRM data — measurable, auditable, individual

Who you are

• 1–3 years in customer service, customer success, or inside sales
• A clear, professional communicator on the phone and in writing
• Organized under time pressure — SLA windows are part of the job
• An ownership mindset: no handoffs, no dropped threads
• Comfortable being measured — your bonus is earned on your own numbers

Compensation

$50,000 per year base, plus a quarterly performance bonus of up to 30% of base at the top tier, plus a team collaboration bonus. Performance-gated progression within the band.

Downstream is an equal opportunity employer. We consider all applicants for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, national origin, age, disability, genetic information, veteran status, or any other protected status under applicable law.

• Medical, dental, and vision insurance
• 401(k) with a company match
• Company equity — be an owner in what we're building
• Paid time off, paid holidays, and floating holidays
• Parental and bereavement leave