Customer Support Representative

Join Glacier Grid – Powering Sustainable Businesses for the Future

Glacier Grid is on a mission to revolutionize how the restaurant, convenience store, and hospitality industries manage energy and temperature monitoring, reducing energy waste, increasing profitability, and making sustainability effortless. We're a rapidly scaling technology startup trusted by global and established brands like McDonald's, Domino's, Dutch Bros, Burger King, 7-Eleven, and Panda Express to significantly reduce emissions and operational inefficiencies. Our innovative LoRaWAN-powered solutions protect the planet while driving meaningful results for our customers.

If you’re passionate about sustainability, technology, and solving complex business challenges, Glacier Grid is where you belong.

As a Customer Support Representative at Glacier Grid, you play a key role in ensuring a smooth, efficient, and positive experience for our customers. You manage inquiries across multiple channels—including phone, email, and chat—providing expert support, resolving account issues, and offering tailored solutions that align with our mission of reducing electricity usage and costs for commercial establishments.

Your work directly supports Glacier Grid’s broader mission to provide innovative, sustainable energy solutions while helping customers reduce emissions and lower electricity bills. Your problem-solving skills and dedication to service excellence make a meaningful impact every day.

• Location:
  
  Remote
• Shift:
  • Saturday and Sunday
  • 9am to 6pm PT (Pacific Time)

• Manage inbound phone calls, emails, and chats in a timely manner, with empathy, and attention to detail.
• Become a product and solutions expert; quickly identify customer needs, clarify information, research issues, and provide solutions or alternatives.
• Follow communication guidelines and SOPs when handling different customer inquiries and topics.
• Build sustainable relationships with customers and go the extra mile to engage them and collect feedback.
• Keep detailed records of all customer conversations and interactions in Hubspot. Ensure all Hubspot records you work with are updated according to our guidelines.
• Assist with customer escalations and utilize provided de‑escalation tactics to retain the account.
• Resolve with Managed Services Escalations.
• Collaborate with the managed service team to improve troubleshooting and escalation processes.
• Other Assigned Projects

• Excellent written and verbal, with a keen eye for detail.
• Can clearly articulate technical solutions and understand technical issues.
• Strong analytical skills and the ability to interpret data and draw insights.
• Experience in support and phone communication roles required.
• Proficient with digital technology platforms.
• Strong interpersonal skills with the aptitude to drive collaboration and solve complex customer issues.
• Ability to translate complex technical concepts into easy-to-understand language.
• Excellent organizational skills, with the ability to manage multiple projects simultaneously.
• Self‑motivated and able to prioritize tasks to meet deadlines.
• Knowledge of AI technologies such as Chat GPT to augment the support team activities
• Hubspot or CRM knowledge is deeply preferred.
• You are driven to work at companies that have a meaningful impact on stanching CO2e emissions.

Founded by entrepreneurs from Harvard, Columbia, and UC Santa Barbara, Glacier Grid partners with industry-leading brands to significantly reduce energy and food waste, addressing critical climate issues. We’re supported by top-tier venture capitalists (Zero Infinity Partners, D.E. Shaw, Sequoia Capital, Social Capital) and headquartered in San Francisco.

At Glacier Grid, equality is a core tenet of our culture. We are committed to building an inclusive global team that represents a variety of backgrounds, perspectives, beliefs, and experiences. The more diverse we are, the richer our community and the broader our impact.