Member Success Specialist - Full Time

About Ridwell

Ridwell is a service that inspires people to create a future without waste. Today, we make it easy to reuse and recycle more by identifying recyclable and reusable items that the city doesn't collect, picking them up from our customers' doorsteps, and matching them with local partners that can use them sustainably. Our future plans go much further and include making zero waste a reality for millions.

As a B Corps-certified company, sustainability isn't just a company value—it's a fundamental part of our purpose and interests. Our mission is to empower communities to waste less, and every success our team celebrates means more waste saved from the landfill and more valuable donations in the hands of local non-profits.

We’re funded and growing quickly and can't wait to add to our team. We are a team invested in the personal growth of its employees and this is a unique opportunity to get in at the beginning and help build something special!

About the role

Our Award Winning Member Success team is hiring a Full-time Member Success Specialist to join our enthusiastic and supportive team of passionate member advocations. The ideal candidate has a passion for hospitality and an empathetic approach to serving our Ridwell members. To help our members reduce waste, we curate an extensive informational site as well as many ways to contact us. We have a positive and aspirational brand that should radiate through the member experience.

Schedule: 40 hours per week

Shifts will be Monday - Friday during training, then will be Tuesday - Saturday

Wage range: $19.50 - $19.97

This position is remote and a laptop will be provided.

• Our member is our hero. Our members are at the core of our company. Only by empowering them can we accomplish our vision.
• We Never Settle. We are relentlessly pursuing the exceptional and challenging the status quo–always making our service, experience, and company better.
• We Take Our Success Personally. We all have a stake in the success of Ridwell. You are empowered to make an impact. 
• Purpose Drives Our Actions. Knowing why we are doing something enables us to focus on what is truly important.
• We Are Stronger Together. Every person is critical to our success. We need diverse perspectives to execute on creative solutions. By fostering collaboration and connection at every level, we can be phenomenal.

• Timely, upbeat and empathetic responses to member questions, problems, and concerns.
• Work closely with the Member Success Supervisor and Manager to create efficiency throughout the member success workflow.
• Support our Operations Specialists in the field updating them to respond to member needs and resolve problems immediately.
• Work collaboratively with members to overcome issues and achieve our mutual goals.
• Passion and alignment with the Ridwell mission.

• Most of the day will be spent in our support inbox helping our amazing members in real time with all issues and requests.
• As a young company, we still have a few manual processes that we do each day - this role will support those and hopefully oversee the transition to more automation over time!
• Working closely with the rest of the Ridwell team on all issues that arise and require cross-team collaboration.
• Identifying and reporting reoccurring issues for further evaluation (website or app glitches, repeat customer concerns, etc).

• Willingness to tackle any problem.
• Experience in a customer-facing, “front-of-the-house” role (experience in Front, Zendesk, Intercom or other CX software is a plus!)
• Upbeat and positive attitude: 'Yes, and' rather than 'No, but.'
• Quick to learn and curious.
• Comfort with new systems and software (G-Suite, Zoom, Slack)

Individuals seeking employment at Ridwell are considered without regard to race, color, religion, national origin, age, gender, marital status, ancestry, physical or mental disability, veteran status, or sexual orientation.

How we are protecting employees from COVID-19

At Ridwell, employee health and safety is our top priority. We have implemented processes and precautions to prevent the spread of COVID-19.