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Senior Customer Support Representative

| Austin
Come work with us!
Smarter Sorting is a VC funded, Austin-based startup that uses data-driven technology to turn Household Hazardous Waste into a reusable product. We’re on a mission to use machine learning to build the world's first smart chemical database (and save the world)! By helping North America's largest retailers and biggest cities identify items in their regulated waste stream, our tech literally turns waste into product, saving our customers money and increasing reuse.
The Smarter Sorting team is made up of top-notch talent who are driven circular economy practitioners. We're determined to build world-class tech that transforms the chemical waste management industry, speeding our advancement towards a zero waste future.
Smarter Sorting is at the base of an exponential curve in growth. We need a Senior Customer Support Representative to take ownership of delighting our current clients and build up processes and policies to delight our future clients. Since this is our first hire on the Customer Support team, this person will have lots of independence and huge future growth opportunities. They will handle all incoming calls and emails in a timely fashion and delight our customers by hitting strict SLAs. This person is driven to own this role and excited to build a foundation from the ground up.

What You'll Be Doing:

  • Answer and respond to all incoming support calls and emails with exceptional levels of customer satisfaction
  • Develop and build upon existing processes such as tickets, reporting, training and other foundational aspects of support
  • Troubleshoot hardware and software issues and escalate to technology team as needed
  • Hit SLAs and KPIs related to first response time, resolution time, customer satisfaction etc.
  • Ensure that work resources are reviewed and updated as needed for our external knowledge base
  • Manage all support tools (HelpScout, Aircall, etc.)
  • Make effective independent decisions and develop goals, action plans, and deadlines
  • Develop and maintain relationships with current and future Municipal and Large Retail customers
  • Organize, audit and maintain client directory and documentation
  • Develop protocols and guidelines to address client needs and issues
  • Design a process for soliciting client feedback and implement ways to improve
  • Assist in onboarding new clients
  • Assist sales and engineering with new product research, customer needs, and market trends

Your Experience + Skills:

  • 3+ years of Customer Support Experience required
  • 2+ years working at a startup or in a small team 
  • Bachelor’s Degree preferred, but not required
  • Experience implementing and managing the administration of Support tools (ticketing, tracking, LMS)
  • Extremely Tech-savvy and quick to learn new software tools
  • Excellent communication skills and the ability to understand customer needs
  • Detail oriented and organized
  • Strong leadership and ability to create lasting professional relationships
  • Driven by follow through and execution
  • Value and display ownership
  • Proactive in your approach, but able to resolve issues reactively as needed
  • Ability to apply analytical techniques to open-ended business queries
  • Possess the highest level of integrity, honesty, and professionalism
  • Capable of positively impacting strategy through collaboration, tools, and practices

Your 1st month:

  • Learn everything there is to know about our product
  • Learn our support tools like HelpScout, Aircall, Victorops
  • Start taking support tickets and calls

Your first 3 months:

  • Become proficient at all things support
  • Launch the external knowledge base and update routinely
  • Organize, audit and maintain client directory and documentation 

Your first 6 months:

  • Forecast support team needs
  • Provide documentation for all support processes and SOPs
  • Solicit client feedback and implement ways to improve

If this sounds like you, apply now!

Read Full Job Description

Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • JavascriptLanguages
    • PythonLanguages
    • RubyLanguages
    • SqlLanguages
    • Node.jsFrameworks
    • IonicFrameworks
    • SinatraFrameworks
    • MongoDBDatabases
    • PostgreSQLDatabases
    • DockerDatabases
    • InVisionDesign
    • WrikeManagement
    • MailChimpEmail

Location

We are in the heart of East Austin right next door to Lustre Pearl and all the best food. Our 2,500 sq ft. office used to be an auto body shop. #ReUse

An Insider's view of Smarter Sorting

What's something quirky about your company?

We always have baby goats, bunnies and chickens attend all of our company events because they've been scientifically proven to sharpen business acumen and bolster synergy.

Jared Robertson

Software Engineer

What's the biggest problem your team is solving?

My team is working to develop a product that will bring back of store technology into the 21st century. We are helping clients better manage all of their back of store processes by providing tools that work for them instead of tools that they have to work with. It's fun to be a part of a team that is building out a revolutionary product!

Maya Lozada

Product Manager

What does career growth look like on your team?

Smarter Sorting is extremely supportive of our career growth. One of our values is 'We will become experts.' This year, Smarter Sorting sponsored my professional HR certification exam fees and a class at UT. Our company is always willing to support continuing education.

Valerie Lara

Director of HR & Recruiting

What is your vision for the company?

My vision for Smarter Sorting is to revolutionize the industry with smart technology. I truly want to maximize the salvation of unsold or unwanted items and force people to second guess the word “waste.” Internally, I want to create a culture where genuine, talented people can learn and grow.

Katy

VP of Customer Success

How do your team's ideas influence the company's direction?

At our fast-paced startup, idealistic ideation, sales, & product development are largely one in the same process. It has been gratifying to see ideas and observations communicated in 1:1's or team meetings turn into Smarter Sorting products. Now, these products have been implemented across many of the US's largest companies!

Scott

VP of Sustainability

What are Smarter Sorting Perks + Benefits

Culture
Volunteer in local community
Friends outside of work
Eat lunch together
Daily stand up
Open door policy
Team owned deliverables
Open office floor plan
Diversity
Documented equal pay policy
Dedicated Diversity/Inclusion Staff
Diversity manifesto
Someone's primary function is managing the company’s diversity and inclusion initiatives
Health Insurance & Wellness Benefits
Disability Insurance
Disability insurance covers 60% of annual salary up to $6500 monthly maximum payout.
Dental Benefits
Vision Benefits
Health Insurance Benefits
Retirement & Stock Options Benefits
401(K)
Employee Stock Purchase Plan
Performance Bonus
Child Care & Parental Leave Benefits
Generous Parental Leave
Flexible Work Schedule
Remote Work Program
Family Medical Leave
Return-to-work program post parental leave
Vacation & Time Off Benefits
Unlimited Vacation Policy
Paid Volunteer Time
Paid Holidays
Paid Sick Days
Perks & Discounts
Casual Dress
Company Outings
Stocked Kitchen
Some Meals Provided
Happy Hours
Parking
Professional Development Benefits
Job Training & Conferences
Diversity Program
Lunch and learns
Acme Co. hosts lunch and learn meetings once per month.
Cross functional training encouraged
Promote from within
Customized development tracks
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