Customer Support Representative

Curbwaste; New York (NY); On-site; USD 65,000 - 70,000; Full time

Benefits offered by this job

Competitive salary: $65k–$70k

Flexible time off

Company-paid health benefits

Job summary

CurbWaste is seeking a Customer Support Representative to join our team and work directly with our founding members to establish the foundations for a strong Support team, which will be one of the platform’s distinguishing features.

As the first point of contact post go-live, you will troubleshoot technical issues, answer questions on product use, and collaborate with Engineering, Product, and Account Management to deliver timely outcomes for our customers.

Qualifications

• 1–2 years in a technical SaaS support role.
• Ability to troubleshoot software issues and escalate when needed.
• Excellent customer service and clear communication.
• Strong attention to detail and multitasking.

Responsibilities

• Support customers via email, chat, and phone with product guidance and technical troubleshooting.
• Use a professional and empathetic tone to communicate clear and accurate information.
• Maintain post-sale rapport with a dedicated and passionate customer group.
• Document escalated technical issues with Engineering teams and follow up.
• Be the go-to resource for questions on CurbWaste and CurbPOS products.
• Communicate customer perspectives to Product and Development teams for improvements.
• Leverage AI tools to improve support efficiency and response quality.

Skills

Technical support

Critical thinking

Customer service

Multitasking

Tools

Intercom

Jira

SQL

Excel

Python

AI tools

Job description

About the Role

This is an amazing opportunity for a Customer Support Representative to join our Customer Support Team. In this role, you will get to work directly with our founding team to establish the foundations for a strong Support team, which will be one of the platform’s distinguishing features.

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 and answer questions on product use. You’ll get to work collaboratively with peers in the Engineering, Product, and Account Management teams to provide the best outcomes in a timely manner for our customers. Tactical responsibilities include:

• Supporting our customers through email, chat and phones with product guidance and technical troubleshooting
• Using a professional and empathetic tone to communicate clear and accurate information
• Maintaining post-sale rapport with a dedicated and passionate customer group
• Documenting and following up on escalated technical issues with Engineering teams
• Being the go-to resource for any questions regarding CurbWaste and CurbPOS products for internal and external stakeholders
• Communicating the customer’s perspective and trends to Product and Development teams for feature improvements/fixes
• Leveraging AI tools and Support experience to improve Support team operational 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. 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 customer context, as well as identify and troubleshoot technical issues.

These are the skills we look for in this role:

• 1–2 years in a technical support role at a SaaS company supporting customers through text and voice
• Critical thinking skills with experience in troubleshooting and escalating software issues are a must
• A clear view on what constitutes excellent customer service and support
• Proven ability to manage multiple tasks while maintaining attention to detail and navigating uncertainty
• 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
• Technical skill familiarity (Excel, SQL, database management, Python, etc.) is 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.