Lead Customer Support Specialist in United States at Jobgether
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Job Description
This position is posted by Jobgether on behalf of a partner company. We are currently looking for a Lead Customer Support Specialist in United States.
In this role, you will act as the primary escalation point for complex customer needs within the environmental and waste management services domain. You will ensure clients receive timely, accurate, and high-quality support across service inquiries, orders, logistics coordination, and technical documentation. The position combines customer service excellence with regulatory and operational expertise, particularly in waste characterization and transportation compliance. You will collaborate closely with internal teams such as Sales, Operations, and Billing to resolve issues efficiently and improve service delivery. In addition, you will support and guide junior team members, helping elevate overall team performance. This role operates in a fast-paced, highly regulated environment where precision, accountability, and customer satisfaction are critical.
- Serve as the advanced escalation contact for customers, resolving complex inquiries, service issues, and special requests across phone, email, and direct communication channels
- Provide mentorship and indirect supervision to junior customer support staff, supporting their development and ensuring consistent service quality
- Manage waste profile intake, documentation review, system data entry, and preparation of shipping and DOT-compliant hazardous materials manifests
- Investigate and resolve billing discrepancies, including adjustments, invoicing issues, and collections support
- Coordinate logistics including quoting, scheduling, and arranging transportation for waste shipments
- Evaluate pricing structures based on treatment facilities, customer profiles, and regional market conditions to ensure accurate cost assessments
- Collaborate cross-functionally with Sales, Operations, and Support teams to ensure timely resolution of customer needs
- Maintain accurate records, reporting, and administrative office support functions such as data entry and document control
- 7–10 years of progressive experience in a customer-facing role, ideally within waste management, environmental services, chemistry, or a related regulated industry
- Strong knowledge of RCRA regulations, waste characterization principles, and DOT transportation requirements for hazardous materials
- Experience with or understanding of advanced accounting processes, billing resolution, and financial adjustments
- Proven ability to analyze data, identify trends, and support operational decision-making
- Strong communication skills with the ability to interpret technical documentation and regulatory requirements
- Proficiency in Microsoft Office and familiarity with tools such as DocuSign and PDF management software
- Ability to multitask, prioritize effectively, and work in a fast-paced team environment
- Strong customer service mindset with active listening and problem-solving capabilities
- Must reside in the state of Pennsylvania (remote role eligibility requirement)
- Comprehensive medical, dental, and vision insurance coverage
- Health care and dependent care flexible spending accounts
- Short-term and long-term disability coverage
- Life insurance and accidental death & dismemberment insurance
- Employee and Family Assistance Program (EAP)
- Employee discount programs
- Retirement plan with company match
- Employee Stock Purchase Plan (ESPP)
- Paid Time Off (PTO).