Member Success Specialist

About Ridwell

Ridwell is dedicated to empowering people to reduce waste and build a future without waste. The company simplifies the process of reusing and recycling by identifying items not traditionally collected by municipal services, picking them up from customers’ homes, and connecting them with local sustainable partners. As a certified B Corp, sustainability is not just a value but the core purpose of the company. Ridwell’s mission revolves around minimizing landfill waste and increasing beneficial donations to regional non-profits. Proudly growing and supported by funding, Ridwell offers a competitive benefits package, flexible vacation and work schedules, and a culture focused on personal development.

Core Values

• Our members are central; by empowering them we fulfill our vision.
• We consistently challenge the norm and strive for excellence in our services and experiences.
• Each team member takes personal ownership in Ridwell’s success.
• Purpose guides our focus and actions toward meaningful outcomes.
• Collaboration and diverse perspectives strengthen our ability to innovate and succeed.

Role Overview

The Member Success Specialist is a key part of a motivated team dedicated to advocating for and supporting Ridwell members. This full-time role requires a passion for hospitality and empathy, providing members with a positive experience that reflects Ridwell’s inspirational mission. The position is based in California and requires weekend availability with a Sunday through Thursday 9:00am–5:30pm PST schedule.

Key Responsibilities

• Respond in a timely, positive, and empathetic manner to member inquiries, problems, and concerns, primarily via the support inbox.
• Collaborate with leadership to improve member success workflows and automate manual processes where possible.
• Coordinate with Driver Success Specialists to address members’ immediate needs and swiftly resolve issues.
• Engage actively with team members across the company to solve cross-functional challenges.
• Identify, document, and escalate recurring issues such as website or app glitches and repeat customer concerns for further investigation.

Requirements

• Readiness to approach and solve a variety of problems with initiative.
• Previous experience in customer-facing roles, especially utilizing customer experience software like Front, Zendesk, or Intercom is advantageous.
• A positive mindset that favors affirmative, solution-oriented communication.
• Quick learner with intellectual curiosity.
• Comfortable adapting to new systems and technologies.
• Availability to work during weekends is mandatory.

Additional Information

Compensation depends on internal benchmarks, experience, and market conditions. Ridwell adheres to equal employment opportunity practices, welcoming applicants without regard to race, gender, age, disability, or any protected status. The hiring process may utilize AI tools to assist with application review, but all final hiring decisions are made by human staff. More information on data processing during recruitment can be requested.