Customer Support Associate

Customer Support Associate

Spoiler Alert is a fast-growing Series A SaaS startup transforming how enterprise and mid-market CPG brands manage excess and short-dated inventory. Our platform helps companies like Unilever, Kraft Heinz, Mondelez, and SC Johnson recover value, reduce waste, and improve operational efficiency. Our mission is to eliminate waste through our technology that powers and optimizes B2B commerce of opportunistic CPG inventory.

We are looking for a passionate, process, systems and analytics oriented Customer Support Associate to join our growing Customer Support team. If you are an early- to mid-career customer support professional who is excited to be part of a fast-paced, mission-driven startup on its way to achieving big-goals, we want to hear from you!

Reporting to our Senior Manager of Customer Support & Product Operations, the Customer Support Associate will deliver value by providing world-class functional and technical support to Spoiler Alert's customers and supporting the improvement of our internal support processes and systems. This is a cross-functional role requiring collaboration with our Product and Engineering teams.

We have a big mission and large market opportunity, and this individual should be passionate about leveraging technology and supply chain analytics to reduce waste and increase food access. The ideal candidate will possess an extreme sense of urgency, high degree of intelligence, and an aptitude at navigating a fast-paced environment with evolving objectives.

Responsibilities

• Proactive monitoring of customer platform usage during sales cycles via system alerts, email workflows and support tickets to ensure any issues that arise are successfully and rapidly resolved internally and with customers
• Respond to, triage and drive resolution of all inbound support requests from customers and their buyers
• Own escalated support issues to ensure that production blocking issues are rapidly resolved
• Conduct proactive customer check-ins on platform usage with customer users while documenting feedback to drive improved customer results
• Leverage our BI tool / platform to provide scheduled and ad-hoc customer analytics and reporting to ensure all customer deliverables and alerts are on-time and error free
• Work with responsible Customer Team Managers to complete technical configuration, implementation and testing tasks / tickets during new customer onboarding and subsequent software upgrades
• Play a key role in a range of initiatives to improve customer outcomes, platform adoption and productivity
• Create and / or update internal support and external customer documentation
• Be a subject matter expert in the Spoiler Alert platform and system features, functions and capabilities

Qualifications

Preferred Qualifications

Spoiler Alert is a software company helping perishable CPG brands manage excess and slow-moving inventory. Working exclusively at the manufacturing plant or distribution center level, Spoiler Alert offers a best-in-class B2B sales platform that enables food & beverage brands to manage their liquidation processes across a private network of discount retailers and nonprofit channels - with a heavy focus on maximizing value recovery, strengthening customer relationships, and increasing the effectiveness of supply chain managers tasked with handling these typically manual sales processes. Founded by alumni of MIT, Spoiler Alert works with some of the world's largest brands, including Campbell's, Danone, HelloFresh, KeHE Distributors, and Kraft Heinz, along with a growing network of discount channels committed to increasing affordable food access.

While we care deeply about our customers' financial and operational improvements, our team's hearts and minds are motivated by the impact our work has in addressing some of the largest environmental and social opportunities of our generation - at the intersection of food waste, resource deficiency, climate change, affordable nutrition, and hunger. We couldn't be more excited to be combining critical technology breakthroughs - including workflow automation, augmented intelligence, wholesale ecommerce, traceability, and supply chain management - to an industry that is so critical for daily life.

Born out of MIT in 2015, Spoiler Alert is headquartered in Boston's Back Bay neighborhood and is backed by some of the nation's leading food, agriculture, and supply chain investors.

Benefits

Spoiler Alert is committed to providing equal employment opportunities for all applicants and employees. Employee benefits include the following :

We are a diverse team committed to a safe and inclusive work environment, free of discrimination based on race, color, religion, sex, gender identity or expression, sexual orientation, genetics, national origin, ancestry, age, medical condition, mental or physical disability, handicap or veteran status, or marital status. Please note that applicants should be authorized to work in the United States. Though we are interested in every qualified candidate, we are unable to offer visa sponsorship at this time.