Customer Success Engineer

ReMatter - Customer Success Engineer

Remote, with preference for hybrid in Los Angeles (Santa Monica)

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 a west 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 Success team and report to the Senior Vice President of Revenue.

This is a remote role with hybrid option in our Santa Monica office. Our customers are usually open 9-5 pm Monday through Friday and half days on Saturday.

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:

• Be the primary point of contact for our customers across inbound live chats, phone calls, texts, and emails

• Be a positive and empathetic listener and partner to the customer throughout their user journey

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

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

• Help source customer problems and feedback, attempt to solve issues, and escalate problems that need additional support

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

• Surface opportunities for cross-functional teams including product gaps, upsell opportunities, and customer training needs

We’re looking for someone that has:

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

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

• Strong written and oral communication skills

• Strong interpersonal skills with an ability to build and maintain relationships

• Strong organizational skills and attention to detail

• Bias towards action and solving problems customers are facing

• Ability to autonomously navigate complex customer interactions

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

Nice to have:

• Bilingual or proficiency with Spanish

• Experience working in a SQL client

• 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.