Customer Experience Agent

Customer Experience Agent

Sourgum is transforming the $100B+ waste and recycling industry through cutting-edge technology that makes waste removal simpler, smarter, and more cost-effective. Our innovative haulsourcing platform powers high-quality waste and recycling services for businesses at significantly lower costs—saving our customers an average of 20%. Leveraging proprietary datasets, an advanced operating system, and a carefully curated network of 5,000+ trusted vendors, we help companies of all shapes and sizes streamline their operations while advancing sustainability efforts.

We're a fast-growing, venture-backed company on a mission to modernize an outdated industry—and we're just getting started. Our investors include Spark Capital, Founder Collective, Suffolk Technologies, 186 Ventures, and River Park Ventures, the same funds that backed category-defining companies like Slack, Anthropic, Uber, Venmo, and Amazon Pharmacy.

If you're driven by the opportunity to build something groundbreaking, we'd love to meet you.

The Team

As a Customer Experience Agent, you represent the Sourgum brand throughout the entire customer journey. You are responsible for delivering a high-touch, white-glove experience that brings our commitment to proactive, thoughtful service to life in every interaction.

At Sourgum, we pride ourselves on proactive communication, effective problem-solving, and transparency around service and pricing. In this role, you are expected to greet every customer with warmth, provide clear and comprehensive information, set accurate expectations around service standards and delivery timelines, and take full ownership of each customer interaction from start to finish.

The Role

This role reports directly to the Head of Customer Experience and is a hybrid position (3 days per week in-office) based at our headquarters in Jersey City, NJ.

Operating Hours will be Fri - Tue 10am -7pm

In-Person: Mon-Tues, Fri

Work from home: Sat-Sun

What sets Sourgum apart in the waste management space is our commitment to being a true single point of contact—owning our customers' needs from start to finish. We're seeking an energetic, thoughtful problem-solver who thrives in a fast-paced environment and takes pride in delivering a high-touch, white-glove customer experience. In this role, you will be instrumental in driving Sourgum's growth by upholding our standards of exceptional service and building trusted, long-term customer relationships.

As Sourgum continues to scale, we're looking for a process-oriented self-starter who isn't afraid to challenge the status quo and bring fresh perspectives to how we work. You'll help improve internal operations, strengthen cross-functional communication, and continuously elevate the overall customer experience.

This position is primarily customer-support focused, with meaningful opportunities to apply a consultative sales approach. The Customer Experience team is often the first point of contact for new leads, playing a key role in shaping first impressions and driving growth through thoughtful discovery, attention to detail, and consistently reinforcing the value of partnering with Sourgum.

If you pride yourself on building genuine human connections, empathizing with customers, and proactively solving problems end to end, we encourage you to apply. If you're excited to join a company committed to sustainability, environmental responsibility, and making a greener future possible, we'd love to hear from you.

Additional qualities we value:

• Self-starter with a strong sense of ownership and initiative
• Ability to effectively multitask while managing a high volume of customer inquiries
• Comfort working in a fast-growing, evolving environment
• Passion for continuous improvement and accountability

What you'll be doing:

• Serve as the front line of the Sourgum experience, confidently managing inbound customer calls related to dumpster deliveries, pickups, and swaps - ensuring every interaction feels seamless, informed, and reassuring.
• Engage and qualify inbound leads with a consultative mindset, providing clear, relevant information that builds trust, uncovers customer needs, and maximizes conversion opportunities.
• Act as the first point of entry into Sourgum, thoughtfully triaging commercial and long-term project opportunities to the appropriate teams while capturing complete, high-quality intake details to enable fast, frictionless conversions
• Coordinate closely with hauling partners to orchestrate smooth deliveries, swaps, and pickups - bridging communication between customers and vendors to deliver on our white-glove service promise.
• Partner cross-functionally with the Vendor Relations team to ensure hauler compliance, accurate pricing, and consistent service delivery aligned with Sourgum's standards.
• Own the accuracy and health of our internal ticketing and order management systems, serving as the in-house expert who proactively validates, maintains, and improves order data to keep operations running efficiently.

Qualifications:

• Ability to commute to and work from our Jersey City, NJ headquarters 3 days per week (hybrid role)
• 3+ years of experience in a customer support, customer experience, or client-facing role, ideally in a fast-paced or high-volume environment
• Proven ability to manage multiple customer interactions simultaneously while maintaining a high standard of service, accuracy, and professionalism
• Strong written and verbal communication skills, with a natural ability to build rapport and trust with customers
• Demonstrated problem-solving skills and a proactive mindset, with comfort navigating ambiguity and evolving processes
• High attention to detail and strong organizational skills, with a sense of ownership over tasks and outcomes
• Ability to collaborate cross-functionally and communicate effectively with internal teams and external partners

Benefits:

• Company stock options as part of your compensation package, giving you the opportunity to share in our company's success and build long-term financial growth.
• A positive and collaborative work environment with a focus on innovation and sustainability.
• Flexible/Unlimited PTO
• Comprehensive benefits package including health insurance (medical, dental, vision, LTD, Life Insurance, etc.), retirement plans (401K).
• Access to hundreds of gyms, studios, and wellness apps—all through one easy membership provided by your Wellhub.
• Yearly Personal Development Budget
• Opportunities for professional development and career advancement within a growing company.