Provide technical support, training, troubleshooting, and customer assistance through ticket, phone, and chat channels. Build and maintain customer documentation, tutorials, and training materials. Advocate for customers by gathering feedback, escalating issues, identifying trends, and collaborating cross-functionally. Help establish scalable support processes, monitor support metrics, and improve customer satisfaction, retention, and software adoption.
TrashLab is the AI-native operating system for waste and recycling haulers across the US and Canada. We replace legacy point solutions with modern technology and AI agents that do real work in the truck, at the scale house, and on the phones. Our platform runs the full operational stack: CRM, billing, dispatch, routing, scale and recycling workflows, driver app and customer portal. Haulers use TrashLab to grow revenue and better serve their customers.
Since launching in 2023, TrashLab has scaled rapidly: live in 40+ states across hundreds of haulers and revolutionizing a $100B+ category with cutting edge technology. And our ambition goes beyond software — over time, we aim to become the financial and operational network that powers the industry. We recently completed our Series A from top-tier investors, and we're hiring a smart, ambitious team that will define what modern hauler technology will look like for the next decade. We move fast and care deeply about the operators we serve. Learn more at trashlab.com.
About the Role
We are seeking a dynamic individual to join our fast-growing startup as an early-stage Customer Support Representative. This role will play a pivotal role in both establishing and executing on support processes to ensure maximal client satisfaction, retention, and advocacy. As one of the initial hires in this role, you will shape and define the customer support function at our company.
You will
- Provide technical support and training to customers
- Manage an inbound ticket queue, phone call queue, and inbound chat support
- Build and own our customer-facing knowledge base, including documentation, tutorials, and training materials.
- Act as a customer advocate within the company, gathering feedback, escalating critical issues, identifying trends, and working closely with cross-functional teams to address customer needs
- Implement new processes to increase the scalability of our team
You are a great fit if:
- You have experience with product support, training, troubleshooting, and technical documentation.
- You’ve worked in a customer-facing role, preferably in B2B software or technology sales.
- You’re highly organized, attentive to detail, and able to manage multiple priorities proactively.
- You can help customers with varying levels of technical proficiency adopt new software confidently.
- You’re an exceptional problem-solver.
- You’ve worked with support metrics such as CSAT, NPS, first response time, resolution time, SLA attainment, and ticket trends.
- You’ve supported customers with complex operations, such as those in waste and recycling, logistics, transportation, or field services.
- You have experience with support systems like Front or Linear (a plus).
- You bring data and analytical skills (a plus).
- You’re self-motivated, take ownership of your work, and want to help a startup grow.
Additional details:
- Location: Remote, Full-time
- Compensation: $70,000 - $90,000
- Benefits: Fully-covered options for health, dental, and vision insurance, with significant contributions for spouses & dependants. HSA, FSA, 401k, Commuter Benefits accounts available.
TrashLab is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We do not discriminate on the basis of race, color, religion, national origin, sex, gender identity, sexual orientation, age, disability, veteran status, or any other protected characteristic under applicable law. Employment with TrashLab is at-will, and this job description is not a contract of employment. Responsibilities, qualifications, and benefits are subject to change at the company's discretion.
Similar Jobs
Manufacturing
Provides remote customer support for Moen products through phone, chat, and email. Diagnoses product issues, guides customers through troubleshooting and installation, evaluates warranty eligibility, determines resolutions, documents interactions, and escalates issues when needed. The role requires empathy, clear communication, critical thinking, multitasking, system navigation, and composure in a high-volume environment. New hires complete four weeks of structured training before following a rotating Monday-Friday schedule.
Top Skills:
Crm SystemsKnowledge BasesSupport Technologies
Manufacturing
Provides remote customer support for Moen products through phone, chat, and email. Diagnoses product issues, guides customers through troubleshooting and installation, evaluates warranty eligibility, documents interactions, and determines appropriate resolutions or escalations. The role requires empathy, critical thinking, multitasking, system navigation, accurate documentation, and professionalism in a high-volume environment. A four-week training program is provided.
Top Skills:
Crm SystemsKnowledge BasesSupport Technologies
Manufacturing
Provides remote customer support for Moen products through phone, chat, and email. Troubleshoots product and installation issues, determines warranty eligibility, guides customers through solutions, documents interactions, and escalates issues when needed. The role requires empathy, critical thinking, multitasking, system navigation, accurate documentation, and professionalism in a high-volume environment. Candidates complete four weeks of training and follow a rotating Monday-Friday schedule.
Top Skills:
Crm SystemsKnowledge Bases
What you need to know about the Colorado Tech Scene
With a business-friendly climate and research universities like CU Boulder and Colorado State, Colorado has made a name for itself as a startup ecosystem. The state boasts a skilled workforce and high quality of life thanks to its affordable housing, vibrant cultural scene and unparalleled opportunities for outdoor recreation. Colorado is also home to the National Renewable Energy Laboratory, helping cement its status as a hub for renewable energy innovation.
Key Facts About Colorado Tech
- Number of Tech Workers: 260,000; 8.5% of overall workforce (2024 CompTIA survey)
- Major Tech Employers: Lockheed Martin, Century Link, Comcast, BAE Systems, Level 3
- Key Industries: Software, artificial intelligence, aerospace, e-commerce, fintech, healthtech
- Funding Landscape: $4.9 billion in VC funding in 2024 (Pitchbook)
- Notable Investors: Access Venture Partners, Ridgeline Ventures, Techstars, Blackhorn Ventures
- Research Centers and Universities: Colorado School of Mines, University of Colorado Boulder, University of Denver, Colorado State University, Mesa Laboratory, Space Science Institute, National Center for Atmospheric Research, National Renewable Energy Laboratory, Gottlieb Institute
