Member Success Specialist

About Ridwell

Ridwell is a service committed to inspiring a future free from waste. We simplify the process of recycling and reusing by collecting recyclable and reusable items not accepted by city services directly from customers' doorsteps, and connecting them with local partners who can repurpose these materials sustainably. Our vision extends toward enabling millions to achieve zero waste. As a B Corp-certified organization, sustainability is not just a value but a core purpose. We empower communities to minimize waste, and every team achievement translates to less landfill waste and greater support to local non-profits.

We are rapidly growing and provide a comprehensive benefits package, flexible work and vacation policies, and prioritize the personal growth of our employees. Joining us offers an opportunity to make a meaningful impact within a dynamic, young company.

Our Core Values

• Our members are our heroes, and empowering them is key to fulfilling our vision.
• We constantly challenge the status quo and strive for excellence to improve our service, experience, and company.
• Success is personal; every team member contributes significantly and is empowered to impact.
• Our actions are guided by purpose, enabling focus on what matters most.
• Collaboration and diverse perspectives strengthen us, fostering connection at every level to achieve excellence.

Role Overview

The Member Success team is seeking a passionate, full-time Member Success Specialist to join a supportive team of dedicated member advocates. The ideal candidate has a hospitality-driven mindset and an empathetic approach towards assisting current and potential Ridwell members. We maintain a positive, aspirational brand experienced through member engagement and support an extensive informational platform to help members reduce waste.

Work Schedule: Sunday to Thursday, 9:00 AM to 5:30 PM Pacific Time
Location Options: Washington, Oregon, California, Minnesota, Colorado, Texas, or Massachusetts

Success Factors

• Provide timely, enthusiastic, and empathetic support to members addressing questions, concerns, and issues.
• Partner closely with the Member Success Supervisor to enhance workflow efficiencies.
• Collaborate with Driver Success Specialists to address member needs and resolve issues promptly.
• Work together with members to surmount challenges and attain shared goals.
• Demonstrate flexibility and adaptability in a fast-paced, continuously evolving environment.
• Align passion and commitment with Ridwell’s mission.
• Availability to work on weekends is essential.

Key Responsibilities

• Primarily manage the support inbox, assisting members in real time with various queries and requests.
• Support improvement of some existing manual processes with suggestions aimed at automation and efficiency.
• Coordinate with other Ridwell teams to resolve cross-functional issues.
• Detect and report recurring problems for further inspection, such as website/app glitches or frequent customer concerns.

Qualifications

• Strong willingness to address and solve diverse challenges.
• Experience in customer-facing roles; familiarity with CX platforms like Front, Zendesk, or Intercom is advantageous.
• Positive, proactive attitude with a “Yes, and” mindset.
• Quick learner and naturally curious.
• Comfortable adapting to new tools and systems.

Compensation and Equal Opportunity

Compensation is estimated based on experience, internal salary standards, and market benchmarks. Ridwell is an equal opportunity employer, considering applicants without regard to race, color, religion, national origin, age, gender, marital status, ancestry, disability, veteran status, or sexual orientation.

Hiring Process

We may employ artificial intelligence tools to assist with certain hiring stages, including application review and analysis. These tools support, but do not replace, human decision-making. Final hiring decisions rest with our team. Those seeking information on data handling can contact us directly.