Customer Support Associate

Summary

Join Runwise, a fast-paced climate-tech startup, as a Customer Operations Associate! Working remotely (primarily) with hours between 7 PM and 8 AM EST (weekend availability a plus), you'll provide overnight customer support for our building energy systems. You will assist customers with product issues, contribute to data projects improving operations, and collaborate with various teams. This role demands excellent customer service, attention to detail, and the ability to work independently and as part of a team. Runwise offers a competitive salary, comprehensive benefits, and a chance to make a real impact on sustainability.

Requirements

• 2+ years in a Customer Support, Success, or Operations Role
• Must be able to communicate effectively in English
• Excellent Customer Service skills with the ability to deescalate issues with dissatisfied customers effectively
• Experience with Google Suite, Microsoft Suite, or any other spreadsheet software
• Ability to work under pressure to meet deadlines while maintaining a keen eye for details
• The ability to be self motivated to work independently or as a team when needed
• Ability to learn technical concepts quickly and communicate effectively with customers on technical and non-technical issues
• Confidence to make well-informed, independent decisions while escalating issues as appropriate

Responsibilities

• Assisting Customers via Phone, email, and text
• Using Google Suite to work on data related tasks
• Develop a deep understanding of Boiler Systems & Runwise’s Products and how they function
• Communicate across multiple different teams via written and sometimes verbal communication
• Work independently on projects and tasks with minimal supervision
• Partner with other Customer Operations Associates to complete larger projects efficiently
• Constantly look for better ways to do projects or improve processes amongst the operations team and other customer service teams

Preferred Qualifications

• And other languages are a plus
• The ability to work weekends is a plus

Benefits

• Medical, dental, and vision insurance
• HSA & FSA options
• Paid Parental Leave
• Access to Talkspace & Health Advocate
• Flexible PTO
• Commuter Benefits
• 401K
• Company paid life insurance
• Voluntary supplemental life insurance
• Free in-office lunch on Wednesdays
• Hybrid work environment
• Summer Fridays
• Monthly L&D Series
• Employee Resource Groups (e.g. DEIB Committee, Run Club)