Customer Support Representative (Curator of Customer Experience)

RTA: The Fleet Success Company; Glendale (AZ); On-site; USD 40,000 - 54,000; Full time

Benefits offered by this job

401(k) with Safe Harbor match

Flexible PTO

Medical plan options (Cigna PPO/HSA)

Job summary

RTA, located in Glendale, Arizona, seeks a Customer Support Representative to assist fleet-professional clients with our software, teaching best practices and troubleshooting issues. You will use AI-assisted tools to surface solutions and contribute to knowledge base growth.

The role emphasizes strong interpersonal skills, research-based problem solving, and collaboration with Engineering, QA, and Product teams. This is a full-time, in-office position with overtime eligibility.

Qualifications

• Personable and attentive with strong interpersonal skills.
• Strong technical troubleshooting and ability to research knowledge bases.
• Understands the SDLC and how customer support fits in.
• Exposure to basic SQL.
• Familiarity with Jira is a plus.
• Background in software customer support is a plus.

Responsibilities

• Case Resolution — listen to and resolve customers' concerns within SLAs.
• Customer Relationship Building — maintain strong client relationships and renewals.
• Technical Troubleshooting — resolve complex product issues, escalate when needed.
• Product Guidance — suggest products and features to meet needs.
• Knowledge Base Contribution — help maintain content; leverage AI-assisted search.
• Cross-Functional Collaboration — work with Engineering, QA, and Product.

Skills

Interpersonal skills

Technical troubleshooting

Research knowledge bases

SDLC understanding

SQL exposure

Jira familiarity

Software customer support

Tools

Jira

Job description

Do you get excited seeing a customer catch on to what you're teaching? Do you go unusually above and beyond to help your clients succeed? Do you have a knack for designing processes to help clients solve challenges quickly? Do you love working with people and serving your team's needs? If so, keep reading…

The team at RTA is looking for a Customer Support Representative. This role handles common and complex product support cases, balancing great people skills with deep customer service enthusiasm and a love of technical troubleshooting. You'll assist customers with our software, teach them best practices, and play a key part not only in the success of our company, but ultimately in the success of our clients.

You'll also work alongside AI-assisted tools — from intelligent knowledge base search to AI-drafted response suggestions — that help you spend less time hunting for answers and more time actually helping people.

What We're Looking For

• Feels at home being a member of a healthy team. This means they aren't afraid to mix it up or be held accountable by the team, and they are willing to hold others accountable as well.
• Passionately cares about our clients and helping them be more successful. Our clients are fleet managers, parts clerks, and automotive technicians, and they maintain everything from squad cars to school buses so that everyone comes home safely at the end of the day.
• Thinks of themselves less, while not thinking less of themselves. They are other-centric and compassionate.
• Is willing to lift boxes, clean floors, and hold doors if that's what it takes to get something done.
• Loves to read, learn, grow, and stretch themselves. Bonus points for each book you've read by Patrick Lencioni.

Specifically for This Role, Someone Who:

• Is personable and attentive, with strong interpersonal skills and strong verbal communication.
• Has strong technical troubleshooting skills and is very capable of researching knowledge bases to find solutions.
• Understands the software development life cycle (SDLC) and how customer support fits into it.
• Has exposure to basic SQL.
• Is comfortable working alongside AI-assisted support tools — including knowledge base search and suggested responses — as part of the daily workflow, not as a novelty.
• Familiarity with Jira is a plus.
• Background in software customer support is a plus.

Does this sound like you? Let's talk!

Key Responsibilities

• Case Resolution — Listen to and resolve customers' concerns, issues, and questions kindly, calmly, and within stated SLAs, including time to answer, wait times, and time to resolution.
• Customer Relationship Building — Establish and maintain strong relationships with assigned clients, contributing directly to renewal outcomes.
• Technical Troubleshooting — Research and resolve complex product issues, escalating appropriately when needed while working toward full self-sufficiency over time.
• Product Guidance — Recommend possible products and features to meet customers' needs.
• Knowledge Base Contribution — Use and help maintain knowledge base content, leveraging AI-assisted search to find and surface solutions faster.
• Cross-Functional Collaboration — Partner with Engineering, QA, and Product to expedite and resolve complex or recurring issues.
• Key Results Areas (aka the Job Outcomes)
• Maintains a 4.9 or greater CSAT rating on their cases.
• Receives compliments on 20% of their cases.
• Handles cases within stated SLAs, including time to answer, wait times, and time to resolution.
• Able to handle 80% of calls without escalation within 6 months of starting.
• Establishes relationships with 100% of assigned clients, with 95%+ of those clients renewing their subscription.

Feeling confident that this is in your wheelhouse? Let's put that to the test!

Skills and Qualifications

• Personable and attentive, with strong interpersonal skills.
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• Strong technical troubleshooting skills.
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• Very capable of researching knowledge bases to find solutions.
• Understands the SDLC and how customer support fits in.
• Exposure to basic SQL.
• Familiarity with Jira is a plus.
• Background in software customer support is a plus.

The Bottom Line

You've made it this far, so congratulations! We are really looking for people who are ideal team players, with an almost frightening intensity around customer service and a passion for working with fleet professionals.

This is a full-time, hourly, non-exempt position with a pay range of $28.85–$38.46 per hour, depending on experience. This position works in office at RTA's Glendale, Arizona headquarters and is eligible for overtime in accordance with applicable law.

About Us

Founded in 1979, RTA has long earned the reputation of knowing our stuff and providing the best customer service in the market. Our purpose is to help fleets succeed. We pride ourselves on creating a caring, family-oriented atmosphere for both staff and clients, and love the fact that our work has a positive impact on all the lives we touch.

Our clients carry kids in school buses, first responders in emergency vehicles, patients in ambulances, food and medical supplies in trucks, and people just taking the bus or train to work. We do meaningful work, and we want our clients to have the best tools available to them.

Our office spaces are open, spacious, and colorful, with an abundance of natural light. We come together often as a company to enjoy freshly baked desserts or awesome lunches, and genuinely enjoy each other's company.

Why Top Talent Chooses RTA

• 401(k) with 6% Safe Harbor match, 100% vested day one.
• Flexible PTO and generous holiday schedule.
• Cigna PPO and HSA medical plan options with company contributions.
• Wellness rewards.
• Virtual care and mental health support resources.
• Company-sponsored benefits including dental, vision, EAP, life, STD, LTD, legal plan, and identity theft protection options.
• Additional employee perks, wellness initiatives, and discount programs.

The part we're most proud of:

• 99% of employees say RTA is a Great Place to Work — Great Place to Work Certified (3 years running).
• We've also had 30% ARR growth — 2 years straight.
• We are an AI-forward company — we build for the future.

Heading to RTA HQ?

Coming from the east side? You'll enjoy waving at the traffic going the other way while never having to stare at the blinding sun. It only takes about 25 minutes to get here from downtown Scottsdale in the mornings. We are located close to Arrowhead Mall, with quick access to the 101 from multiple directions.

Notice Regarding the Use of Artificial Intelligence in Application Review:

Notice of AI Use in Job Application Review

As part of our commitment in creating a fair, efficient, and consistent hiring process we may use artificial intelligence (AI) to help our recruiting teams organize, summarize, and analyze information provided by candidates, including resumes, application responses, and other materials submitted during the application process.AI may be used to identify patterns, highlight relevant skills, and experience, and assist in comparing a candidate’s qualifications with the requirement of a specific role. These tools are to improve efficiency and consistency while supporting more informed hiring decisions, which will ultimately be made by the hiring team.