Customer Success Associate

About TrashLab Software

TrashLab Software is transforming the waste‑hauling industry with AI‑driven automation. Our all‑in‑one platform helps haulers optimize truck routing, streamline invoicing and billing, and track dumpster locations. As an early team member, you’ll make a direct impact on the daily success of our customers and the efficiency of our support operations.

The Role

As our Customer Success Associate, you are the first line of help for haulers using TrashLab. You will answer inbound phone calls, chats, and ticket requests, quickly resolve routine questions, and partner with our Customer Success Manager to support smooth customer onboardings. Your mission is to ensure every user interaction is fast, friendly, and fixes the issue—or gets it to the right teammate—so haulers can keep their operations rolling.

Responsibilities

• Front‑line Support (~50%)
• Answer inbound calls, chats, and tickets within SLA.
• Troubleshoot common questions (login, data imports, routing, invoicing, GPS setup).
• Log every interaction in Zendesk or Intercom.
• Ticket Triage & Escalation (~20%)
• Diagnose issues and escalate bugs/advanced workflows with clear repro steps.
• Own follow‑up until the customer confirms resolution.
• Onboarding Assistance (~15%)
• Clean and import customer data (CSV).
• Host “Getting Started” webinars.
• Track kickoff checklist completion and surface blockers.
• Knowledge Base & Self‑Service (~10%)
• Turn solved tickets into help‑center articles or Loom videos.
• Flag recurring issues and propose macros or product improvements.
• Customer Health & Feedback (~5%)
• Tag conversations with feature requests and pain points.
• Summarize weekly trends for Success and Product teams.

Requirements

• 1–2 years in a SaaS support, customer success, or help‑desk role; startup or logistics experience a plus.
• Proven phone‑support presence—professional, calm, and confident.
• Solid troubleshooting instincts; able to explain technical steps in plain language.
• Familiarity with at least one support platform (Zendesk, Intercom, Freshdesk) and a CRM (HubSpot, Salesforce).
• Comfortable prepping spreadsheets/CSVs for import (basic formulas, data cleanup).
• Ability to work core hours aligned with US Eastern Time and participate in an on‑call rotation.
• Bonus: Experience supporting field‑service, fleet, or logistics software.

Benefits

• Unlimited PTO.
• Medical, dental, and vision coverage.
• Remote‑friendly culture with quarterly San Francisco team onsites.
• Clear growth path to Customer Success Manager as the team scales.