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Customer Support Manager

CurbWasteNew York, New York, United States
Hybrid Full-time $115K/yr - $115K/yr

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Experience Level

Manager

Qualifications

Key ResponsibilitiesTeam Leadership & DevelopmentLead, coach, and cultivate a team of support representatives through regular one-on-one meetings, performance evaluations, and career development initiatives. Establish clear team objectives and key performance indicators (KPIs) such as CSAT, first response time, resolution time, and escalation rates, holding the team accountable for achieving these goals. Create structured onboarding and ongoing training programs that prepare new hires for full productivity within 30 days and continuously enhance their product and industry knowledge. Guide team members towards higher-level roles, tracking progress through certification rates and decreasing escalation volumes over time. Promote a high-performance, customer-centric culture grounded in accountability, ownership, and continuous improvement. Support Operations & ProcessDefine and implement a tiered support system that aligns with CurbWaste's objectives, focusing on efficiency and customer satisfaction.

About the job

CurbWaste is hiring a Customer Support Manager for a hybrid position based in New York City. This full-time role requires three days per week in the office. The manager will lead and grow a support team focused on delivering a consistent, high-quality experience for customers.

About CurbWaste

CurbWaste is a venture-backed company working to modernize the waste and recycling industry. With $50M in funding and more than 150 clients, CurbWaste provides an all-in-one platform designed to help operators manage their businesses more efficiently. The company values trust, ownership, and a strong commitment to delivering value. Curiosity, teamwork, and continuous improvement are central to the culture.

What You Will Do

  • Build and expand a high-performing customer support organization
  • Develop tiered support models and standard operating procedures (SOPs)
  • Set up escalation frameworks to handle complex issues
  • Mentor and coach team members to help them grow into advanced roles
  • Continuously improve support processes, tools, and outcomes

Success in this position means the support team can deliver prompt, high-quality service independently, while always seeking ways to improve.

Work Location

This role is based in New York, NY and follows a hybrid schedule: three days per week in the office.

About CurbWaste

CurbWaste is a pioneering vertical SaaS company dedicated to revolutionizing the waste and recycling industry. We empower operators with advanced tools, allowing them to efficiently manage their operations. With substantial funding and a growing customer base, we aim to be the definitive platform for waste management, supporting the backbone of our cities.

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