Remote Customer Support Specialist (B2B SaaS)

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 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.