Customer Support Associate

The RoleSpoiler 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.ResponsibilitiesProactive 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 customersRespond to, triage and drive resolution of all inbound support requests from customers and their buyersOwn escalated support issues to ensure that production blocking issues are rapidly resolvedConduct proactive customer check-ins on platform usage with customer users while documenting feedback to drive improved customer resultsLeverage 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 freeWork with responsible Customer Team Managers to complete technical configuration, implementation and testing tasks/tickets during new customer onboarding and subsequent software upgradesPlay a key role in a range of initiatives to improve customer outcomes, platform adoption and productivityCreate and/or update internal support and external customer documentationBe a subject matter expert in the Spoiler Alert platform and system features, functions and capabilitiesQualifications2+ years experience in a customer support, customer success, or a professional services role at an enterprise B2B/SaaS technology companyProven track record of meeting and exceeding KPIs leading to exceptional results in customer outcomes and internal productivityPrevious experience as a user of CRM and/or ticketing software - e.g. Salesforce, Zendesk, Kustomer, etc.Mastery of PowerPoint and ExcelExcellent verbal and written communication skills with the ability to explain complex and technical concepts to a variety of stakeholdersDiligent, consistent attention to detail and management of administrative aspects of the jobDemonstrated eagerness to learn, adapt, and experiment and thrive in a fast-paced environmentPassion towards company’s mission and interest in sustainability, food waste reduction and innovative technology and analytic solutionsPreferred QualificationsFamiliarity 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 salesAbout Spoiler AlertSpoiler Alert is a software company helping perishable CPG brands manage excess and slow-moving inventory. Working exclusively at the manufacturing plant or distribution center level, Spoiler Alert offers a best-in-class B2B sales platform that enables food & beverage brands to manage their liquidation processes across a private network of discount retailers and nonprofit channels - with a heavy focus on maximizing value recovery, strengthening customer relationships, and increasing the effectiveness of supply chain managers tasked with handling these typically manual sales processes. Founded by alumni of MIT, Spoiler Alert works with some of the world's largest brands, including Campbell's, Danone, HelloFresh, KeHE Distributors, and Kraft Heinz, along with a growing network of discount channels committed to increasing affordable food access.While we care deeply about our customers’ financial and operational improvements, our team’s hearts and minds are motiv