Member Success Specialist

About Ridwell

Ridwell is dedicated to inspiring individuals towards a future without waste. We simplify the process of reusing and recycling materials that are typically not collected by city services by picking them up directly from our members’ homes and connecting these items with local partners who can repurpose them sustainably. Our vision extends beyond today, aiming to make zero waste achievable for millions.

As a B Corp-certified organization, sustainability forms the core of our mission and values. We strive to empower communities to minimize waste, celebrating each success as a step toward diverting waste from landfills and providing valuable donations to local nonprofits.

Our company is currently expanding rapidly with solid funding, offering an attractive benefits package, flexible work and vacation schedules, and a team focused on supporting personal growth. Joining us means making a meaningful difference within a dynamic, young enterprise.

Our Values

• Our members are our heroes and central to our mission; empowering them is fundamental to achieving our vision.
• We pursue excellence relentlessly and challenge the status quo to continuously improve our services and company.
• Success is personal to us, with every team member empowered to contribute meaningfully.
• Purpose guides our actions, focusing efforts on what truly matters.
• Collaboration and diverse perspectives strengthen us, fostering connection at all levels for outstanding outcomes.

About the Role

We are seeking a full-time Member Success Specialist to join a passionate team advocating for our members. This role demands a hospitality-driven and empathetic approach to assist current and potential Ridwell members. Our brand is positive and aspirational, and this should be evident in every member interaction.

Work Schedule: Sunday through Thursday, 9:00am to 5:30pm PST

Location: Positions available in WA, OR, CA, MN, CO, TX, or MA

Success Factors

• Deliver prompt, cheerful, and empathetic responses to member inquiries and concerns.
• Collaborate with the Member Success Supervisor to enhance operational efficiencies within the support workflow.
• Coordinate with Driver Success Specialists to address and resolve member issues promptly.
• Partner effectively with members to overcome challenges and meet shared objectives.
• Adapt to a fast-paced and evolving work environment.
• Demonstrate passion for and alignment with Ridwell’s mission.
• Availability to work on weekends is required.

Key Responsibilities

• Primarily manage real-time support through the customer inbox to assist members with various requests and issues.
• Support and identify opportunities to improve or automate existing manual processes.
• Engage in cross-team collaboration to resolve operational challenges.
• Monitor and report recurring issues related to website or application functionality and member concerns for further analysis.

Requirements

• Proactive problem-solving attitude and willingness to tackle diverse challenges.
• Prior experience in customer-facing roles; familiarity with customer experience platforms like Front, Zendesk, or Intercom is advantageous.
• Positive, can-do mindset focusing on solutions rather than obstacles.
• Rapid learner with a strong sense of curiosity.
• Comfortable adapting to new technologies and software systems.

Diversity & Equal Opportunity

Ridwell considers all applicants without discrimination based on race, color, religion, national origin, age, gender, marital status, ancestry, physical or mental disability, veteran status, or sexual orientation.

Additional Information

Our compensation estimates are reflective of internal benchmarks and market standards, finalized based on individual experience.

We incorporate artificial intelligence tools in portions of our hiring process to assist with application review and analysis, supporting but not replacing human decision-making. For further details on data usage, candidates may contact us directly.