Customer Success Engineer (US - EAST)

ReMatter - Customer Success Engineer

Remote, Eastern Time Zone Required

The Opportunity:

ReMatter is a fast-growing start-up pioneering the future of the industrial scrap recycling industry ($120bn and growing!). We serve the world's leading industrial recyclers, helping them transform industrial and consumer scrap into new, usable materials. Our platform modernizes end-to-end workflows within the scrap recycling industry and is the core solution on which their business runs.

As we continue to grow, we are seeking an east coast Customer Success Engineer (CSE) to provide top tier support to our customers — metal recyclers of all sizes. This role will be based on the Customer Experience team and report to the Head of Customer Experience.

This is a remote role with the requirement to work the US Eastern shift from 7am-4pm or 8am-5pm EST. 

About ReMatter

At ReMatter, we value team players, competitive greatness, and autonomous thinkers. We're not only hopeful about the future; we're actively shaping it. We believe transparency, mutual respect, and challenging feedback are key components of our collective growth.

ReMatter is backed by leading Silicon Valley investors and was founded by three Forbes 30 Under 30 Stanford graduates.

As a Customer Success Engineer (CSE), you will:

• Own customer support interactions across inbound live chats, phone calls, and emails

• Practice active listening and customer focus 

• Maintain timely and thorough communication with customers in accordance with ReMatter’s SLAs

• Partner with customers to troubleshoot hardware issues (IP cameras, printers, ID scanners, scales)

• Communicate common customer issues and feedback as the Voice of the Customer

• Provide feedback to the product team on product gaps/opportunities

• Serve as an expert on the ReMatter platform and enable customers with product knowledge and help center content.

We’re looking for someone that has:

• 2-3+ years of experience in a client-facing role, ideally customer support, supporting relationships with complex organizations with multiple stakeholders

• A positive communication style with an ability to navigate difficult conversations gracefully

• Strong written and oral communication skills

• Strong organizational skills and attention to detail

• Bias towards action and solving problems customers are facing

• Demonstrated ability to work in a fast-paced, dynamic startup environment

• Experience writing knowledge base articles / help center content

Nice to Have:

• Bilingual or proficiency with Spanish

• Experience working with IP Cameras or other hardware involving driver installation

• Experience working with Intercom and other common support software

• Experience in a SaaS environment

• BA/BS Degree

Benefits:

• Flexible time off policy to balance your work and life

• Medical, dental, and vision coverage

• 401(k)

ReMatter is an Equal Opportunity Employer. ReMatter’s employment decisions are made without regard to race, color, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, veteran status, gender identity, sexual orientation, or any other legally protected status. Applicants must be currently authorized to work in the United States on a full-time basis.