Customer Operations Associate

Runwise is looking for a Customer Operations Associate who is highly motivated, results-oriented, and passionate about helping customers and teammates succeed.

Working hours are between 7:00pm - 8:00am EST. The ability to work weekends is a plus

Runwise (www.runwise.com) is a fast-paced, customer-focused climate-tech startup that controls and runs the key energy systems (heating, water, etc.) in 6000+ buildings throughout the US. Runwise’s unique hardware and software service significantly reduces energy usage, substantially lowering costs and carbon output. As of today, Runwise’s technology takes the equivalent of 50,000 cars worth of carbon emissions off the road each year. Runwise has offices in New York and Boston but is a remote-first product/engineering company, and has been since its creation. 

We’re looking for a Customer Operations Associate to assist with overnight Customer Support coverage and help improve customer operations. As a CXOps Associate, you will be responsible for assisting customers with issues with our Runwise product, as well as assisting with data projects designed to improve customer operations in the company. You will be expected to provide excellent customer service to our customers and team members, as well as execute various operation tasks with a close attention to detail.

Responsibilities will include, but are not limited to:

• Assisting Customers via Phone, email, and text
• Using Google Suite to work on data related tasks
• Develop a deep understanding of Boiler Systems & Runwise’s Products and how they function
• Communicate across multiple different teams via written and sometimes verbal communication
• Work independently on projects and tasks with minimal supervision
• Partner with other Customer Operations Associates to complete larger projects efficiently
• Constantly look for better ways to do projects or improve processes amongst the operations team and other customer service teams

You have:

• 2+ years in a Customer Support, Success, or Operations Role
• Must be able to communicate effectively in English. And other languages are a plus
• Excellent Customer Service skills with the ability to deescalate issues with dissatisfied customers effectively
• Experience with Google Suite, Microsoft Suite, or any other spreadsheet software
• Ability to work under pressure to meet deadlines while maintaining a keen eye for details
• The ability to be self motivated to work independently or as a team when needed
• Ability to learn technical concepts quickly and communicate effectively with customers on technical and non-technical issues
• Confidence to make well-informed, independent decisions while escalating issues as appropriate

Salary range: $15,000-$25,000 per year

Runwise is proud to be an equal opportunity employer. We are committed to equal opportunity for all applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or other legally protected characteristics. We celebrate and support diverse perspectives, skills, and experiences within our company.

What you believe: 

• No job is too small.
• Sincerity builds trust.
• Setbacks fuel progress.
• Efficiency is vital.

Benefits:

• Medical, dental, and vision insurance
• HSA & FSA options
• Paid Parental Leave
• Access to Talkspace & Health Advocate
• Flexible PTO
• Commuter Benefits
• 401K
• Company paid life insurance
• Voluntary supplemental life insurance
• Free in-office lunch on Wednesdays
• Hybrid work environment
• Summer Fridays
• Monthly L&D Series
• Employee Resource Groups (e.g. DEIB Committee, Run Club)

This is an excellent opportunity to join a fast-growing company and create a career path beyond this initial role. You will be surrounded by talented people where you will learn about real estate and software/managed services sales at a very fast growing tech company, whilst having  a tangible impact on reducing carbon emissions across the country.