The laundry industry is a $40+ billion dollar market, and the Cents platform is making it easier for laundromats, dry cleaners, and all garment care businesses to grow, manage, and understand their business.
Requirements
- Tech-savvy with proficiency in internal tools and efficient customer communication management.
- Hands-on experience with CRM (Customer Relationship Management) and/or ticketing systems, customer support processes, performance metrics, and escalation management is a significant advantage.
- Bonus points for experience with Point-of-Sale (POS) systems, payment platforms, or related SaaS tools used in business operations.
Responsibilities
- Act as the primary point of escalation for complex technical issues, collaborating with Product and Engineering teams to identify root causes and long-term solutions.
- Partner with cross-functional teams (Engineering, Product, Operations, Billing) to communicate recurring issues, streamline workflows, and improve platform stability.
- Analyze team performance and customer feedback to identify patterns, improve processes, and influence roadmap priorities.
- Develop and maintain documentation, internal training materials, and troubleshooting guides to enable faster onboarding and continuous learning.
- Drive accountability for customer satisfaction metrics (CSAT, time-to-resolution, and first-response time) and ensure the support team consistently exceeds expectations.
- Lead, coach, and develop a team of Software Support Specialists to deliver fast, empathetic, and technically accurate customer support.
- Manage daily team operations, including queue monitoring, prioritization, and resource allocation to ensure SLAs and quality metrics are consistently met.
Other
- Lead, coach, and develop a team of Software Support Specialists to deliver fast, empathetic, and technically accurate customer support.
- Creative, persistent, and possessing a dynamic personality.
- Comfortable and adaptable to a fast-paced, scaling startup environment.
- Quick to adapt and a strong advocate for collaborative teamwork.
- Proven ability to manage and prioritize multiple tasks and projects simultaneously.
