[Hiring] Customer Support Associate @Spoiler Alert

Role Description

Spoiler Alert is a fast-growing Series A SaaS startup transforming how enterprise and mid-market CPG brands manage excess and short-dated inventory. Our platform helps companies like Unilever, Kraft Heinz, Mondelez, and SC Johnson recover value, reduce waste, and improve operational efficiency. Our mission is to eliminate waste through our technology that powers and optimizes B2B commerce of opportunistic CPG inventory.

We are looking for a passionate, process, systems and analytics oriented Customer Support Associate to join our growing Customer Support team. If you are an early- to mid-career customer support professional who is excited to be part of a fast-paced, mission-driven startup on its way to achieving big-goals, we want to hear from you!

Reporting to our Senior Manager of Customer Support & Product Operations, the Customer Support Associate will deliver value by providing world-class functional and technical support to Spoiler Alert’s customers and supporting the improvement of our internal support processes and systems. This is a cross-functional role requiring collaboration with our Product and Engineering teams.

We have a big mission and large market opportunity, and this individual should be passionate about leveraging technology and supply chain analytics to reduce waste and increase food access. The ideal candidate will possess an extreme sense of urgency, high degree of intelligence, and an aptitude at navigating a fast-paced environment with evolving objectives.

Responsibilities

• Proactive monitoring of customer platform usage during sales cycles via system alerts, email workflows and support tickets to ensure any issues that arise are successfully and rapidly resolved internally and with customers.
• Respond to, triage and drive resolution of all inbound support requests from customers and their buyers.
• Own escalated support issues to ensure that production blocking issues are rapidly resolved.
• Conduct proactive customer check-ins on platform usage with customer users while documenting feedback to drive improved customer results.
• Leverage our BI tool/platform to provide scheduled and ad-hoc customer analytics and reporting to ensure all customer deliverables and alerts are on-time and error free.
• Work with responsible Customer Team Managers to complete technical configuration, implementation and testing tasks/tickets during new customer onboarding and subsequent software upgrades.
• Play a key role in a range of initiatives to improve customer outcomes, platform adoption and productivity.
• Create and/or update internal support and external customer documentation.
• Be a subject matter expert in the Spoiler Alert platform and system features, functions and capabilities.

Qualifications

• 2+ years experience in a customer support, customer success, or a professional services role at an enterprise B2B/SaaS technology company.
• Proven track record of meeting and exceeding KPIs leading to exceptional results in customer outcomes and internal productivity.
• Previous experience as a user of CRM and/or ticketing software - e.g. Salesforce, Zendesk, Kustomer, etc.
• Mastery of PowerPoint and Excel.
• Excellent verbal and written communication skills with the ability to explain complex and technical concepts to a variety of stakeholders.
• Diligent, consistent attention to detail and management of administrative aspects of the job.
• Demonstrated eagerness to learn, adapt, and experiment and thrive in a fast-paced environment.
• Passion towards company’s mission and interest in sustainability, food waste reduction and innovative technology and analytic solutions.

Preferred Qualifications

• Familiarity with enterprise software and/or Business Intelligence solutions in areas such as BI reporting/Analytics, ERP, supply chain management, warehouse management, transportation management, trade promotion management, etc.
• Relevant work experience in any of the following functions within the CPG and Grocery Retail industries: supply chain, sustainability, finance, trade promotion, or sales.

Benefits

• Remote-first environment, with co-working access for locals in BOS, NYC, & DEN.
• Competitive salary and stock option packages.
• Subsidized health, dental, and vision insurance plans.
• Climate-focused, pre-tax 401(k) and post-tax Roth 401(k) options.
• 12-16 weeks of paid parental leave + flex return to work.
• 15+ company holidays, including an "End of Year Reset Week".
• 20 vacation days and 10 sick days per year.
• Focus Fridays (no meetings after 1PM local).
• Summer Fridays (1/2 day).
• Paid volunteer outings and civic engagement leave.
• Annual flex funds for remote work needs, learning & development, and socializing with colleagues.
• Company-sponsored $500 FSA contribution.
• The salary range for this role is $65,000-70,000, determined by level of experience and expertise - not a negotiation range.