Customer Support Representative

TrashLab; United States; Remote; USD 70,000 - 90,000; Full time

Benefits offered by this job

Fully-covered health insurance

Dental and vision insurance

HSA and FSA

401k

Commuter benefits

Job summary

TrashLab is seeking an early-stage Customer Support Representative to help build and execute support processes. You will provide technical support, training, and manage queues while shaping the customer experience.

As one of the initial hires, you will own the knowledge base, advocate for customers, and collaborate with cross-functional teams to address needs. This is a remote, full-time role with competitive compensation.

Qualifications

• Experience with product support, training, troubleshooting, and technical documentation.
• Experience in customer-facing roles, preferably in B2B software or technology sales.
• Highly organized, detail-oriented, and able to manage multiple priorities proactively.
• Ability to help customers with varying levels of technical proficiency adopt new software.

Responsibilities

• Provide technical support and training to customers.
• Manage an inbound ticket queue, phone queue, and inbound chat support.
• Build and own the customer-facing knowledge base, including docs, tutorials, and training materials.
• Advocate for customers, gather feedback, escalate critical issues, identify trends, and coordinate with teams.
• Implement new processes to increase scalability of the support team.

Skills

Customer support

Training

Troubleshooting

Technical documentation

Metrics knowledge

B2B software understanding

multitasking

Tools

Front

Linear

Job description

TrashLab is the AI-native operating system for waste and recycling haulers across the US and Canada. We replace legacy point solutions with modern technology and AI agents that do real work in the truck, at the scale house, and on the phones. Our platform runs the full operational stack: CRM, billing, dispatch, routing, scale and recycling workflows, driver app and customer portal. Haulers use TrashLab to grow revenue and better serve their customers.

Since launching in 2023, TrashLab has scaled rapidly: live in 40+ states across hundreds of haulers and revolutionizing a $100B+ category with cutting edge technology. And our ambition goes beyond software - over time, we aim to become the financial and operational network that powers the industry. We recently completed our Series A from top-tier investors, and we're hiring a smart, ambitious team that will define what modern hauler technology will look like for the next decade. We move fast and care deeply about the operators we serve. Learn more at trashlab.com.

About the Role

We are seeking a dynamic individual to join our fast-growing startup as an early-stage Customer Support Representative. This role will play a pivotal role in both establishing and executing on support processes to ensure maximal client satisfaction, retention, and advocacy. As one of the initial hires in this role, you will shape and define the customer support function at our company.

You will

• 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

You are a great fit if:

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

Additional details

• Location: Remote, Full-time
• Compensation : $70,000 - $90,000
• Benefits : Fully-covered options for health, dental, and vision insurance, with significant contributions for spouses & dependants. HSA, FSA, 401k, Commuter Benefits accounts available.

TrashLab is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We do not discriminate on the basis of race, color, religion, national origin, sex, gender identity, sexual orientation, age, disability, veteran status, or any other protected characteristic under applicable law. Employment with TrashLab is at-will, and this job description is not a contract of employment. Responsibilities, qualifications, and benefits are subject to change at the company's discretion.