ReMatter is hiring a
Customer Success Engineer

Summary

Join ReMatter as a Customer Success Engineer and provide top-tier support to our customers — metal recyclers of all sizes. This remote role requires working the US Eastern shift from 7am-4pm or 8am-5pm EST.

Requirements

• 2-3+ years of experience in a client-facing role, ideally customer support, supporting relationships with complex organizations with multiple stakeholders
• A positive communication style with an ability to navigate difficult conversations gracefully
• Strong written and oral communication skills
• Strong organizational skills and attention to detail
• Bias towards action and solving problems customers are facing
• Demonstrated ability to work in a fast-paced, dynamic startup environment
• Experience writing knowledge base articles / help center content

Responsibilities

• Own customer support interactions across inbound live chats, phone calls, and emails
• Practice active listening and customer focus
• Maintain timely and thorough communication with customers in accordance with ReMatter’s SLAs
• Partner with customers to troubleshoot hardware issues (IP cameras, printers, ID scanners, scales)
• Communicate common customer issues and feedback as the Voice of the Customer
• Provide feedback to the product team on product gaps/opportunities
• Serve as an expert on the ReMatter platform and enable customers with product knowledge and help center content

Benefits

• Flexible time off policy to balance your work and life
• Medical, dental, and vision coverage
• 401(k)