Remote B2B Software Support Specialist — Early-Stage

TrashLab; Northern (KY); Hybrid; USD 70,000 - 90,000; Full time

Benefits offered by this job

Full health, dental & vision coverage

HSA, FSA, 401k

Job summary

TrashLab seeks an early-stage Customer Support Representative to establish and execute scalable support processes. You will train customers, manage queues across tickets, calls, and chat, and help build our knowledge base.

You will advocate for customers, gather feedback, and work with product, engineering, and sales to resolve issues. This fully remote, full-time role offers $70,000–$90,000 and comprehensive benefits.

Qualifications

• Experience with product support, training, troubleshooting, and technical documentation.
• Experience in a customer-facing role, preferably in B2B software or technology sales.
• Highly organized, detail-oriented, and able to manage multiple priorities proactively.
• Able to help customers with varying levels of technical proficiency adopt new software.
• You’re an exceptional problem-solver.
• Experience with CSAT, NPS, first response time, resolution time, SLA attainment, and ticket trends.
• Experience supporting customers with complex operations, such as waste, logistics, or field services.
• Experience with support systems like Front or Linear is a plus.
• Data and analytical skills are a plus.
• Self-motivated and take ownership of your work.

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

Product support

Training

Troubleshooting

Technical documentation

Customer-facing

B2B software experience

Tools

Front

Linear

Job description

TrashLab seeks an early-stage Customer Support Representative to establish and execute scalable support processes. You will train customers, manage queues across tickets, calls, and chat, and help build our knowledge base.

You will advocate for customers, gather feedback, and work with product, engineering, and sales to resolve issues. This fully remote, full-time role offers $70,000–$90,000 and comprehensive benefits.