Customer Support Representative (Curator of Customer Experience)

Customer Support Representative

Do you get excited seeing a customer catch on to what you're teaching? Do you go unusually above and beyond to help your clients succeed? Do you have a knack for designing processes to help clients solve challenges quickly? Do you love working with people and serving your team's needs? If so, keep reading

The team at RTA is looking for a Customer Support Representative. This role handles common and complex product support cases, balancing great people skills with deep customer service enthusiasm and a love of technical troubleshooting. You'll assist customers with our software, teach them best practices, and play a key part not only in the success of our company, but ultimately in the success of our clients.

You'll also work alongside AI-assisted tools from intelligent knowledge base search to AI-drafted response suggestions that help you spend less time hunting for answers and more time actually helping people.

What We're Looking For

In general, someone who:

• Feels at home being a member of a healthy team. This means they aren't afraid to mix it up or be held accountable by the team, and they are willing to hold others accountable as well.
• Passionately cares about our clients and helping them be more successful. Our clients are fleet managers, parts clerks, and automotive technicians, and they maintain everything from squad cars to school buses so that everyone comes home safely at the end of the day.
• Thinks of themselves less, while not thinking less of themselves. They are other-centric and compassionate.
• Is willing to lift boxes, clean floors, and hold doors if that's what it takes to get something done.
• Loves to read, learn, grow, and stretch themselves. Bonus points for each book you've read by Patrick Lencioni.

Specifically for This Role, Someone Who:

• Is personable and attentive, with strong interpersonal skills and strong verbal communication.
• Has strong technical troubleshooting skills and is very capable of researching knowledge bases to find solutions.
• Understands the software development life cycle (SDLC) and how customer support fits into it.
• Has exposure to basic SQL.
• Is comfortable working alongside AI-assisted support tools including knowledge base search and suggested responses as part of the daily workflow, not as a novelty.
• Familiarity with Jira is a plus.
• Background in software customer support is a plus.

Does this sound like you? Let's talk!

Key Responsibilities

• Case Resolution Listen to and resolve customers' concerns, issues, and questions kindly, calmly, and within stated SLAs, including time to answer, wait times, and time to resolution.
• Customer Relationship Building Establish and maintain strong relationships with assigned clients, contributing directly to renewal outcomes.
• Technical Troubleshooting Research and resolve complex product issues, escalating appropriately when needed while working toward full self-sufficiency over time.
• Product Guidance Recommend possible products and features to meet customers' needs.
• Knowledge Base Contribution Use and help maintain knowledge base content, leveraging AI-assisted search to find and surface solutions faster.
• Cross-Functional Collaboration Partner with Engineering, QA, and Product to escalate and resolve complex or recurring issues.
• Key Results Areas (aka the Job Outcomes)
• Maintains a 4.9 or greater CSAT rating on their cases.
• Receives compliments on 20% of their cases.
• Handles cases within stated SLAs, including time to answer, wait times, and time to resolution.
• Able to handle 80% of calls without escalation within 6 months of starting.
• Establishes relationships with 100% of assigned clients, with 95%+ of those clients renewing their subscription.

Feeling confident that this is in your wheelhouse? Let's put that to the test!

Skills and Qualifications

• Personable and attentive, with strong interpersonal skills.
• Strong verbal communicator.
• Strong technical troubleshooting skills.
• Very capable of researching knowledge bases to find solutions.
• Understands the SDLC and how customer support fits in.
• Exposure to basic SQL.
• Familiarity with Jira is a plus.
• Background in software customer support is a plus.

The Bottom Line

You've made it this far, so congratulations! We are really looking for people who are ideal team players, with an almost frightening intensity around customer service and a passion for working with fleet professionals.

This is a full-time, hourly, non-exempt position with a pay range of $28.85$38.46 per hour, depending on experience. This position works in office at RTA's Glendale, Arizona headquarters and is eligible for overtime in accordance with applicable law.

About Us

Founded in 1979, RTA has long earned the reputation of knowing our stuff and providing the best customer service in the market. Our purpose is to help fleets succeed. We pride ourselves on creating a caring, family-oriented atmosphere for both staff and clients, and love the fact that our work has a positive impact on all the lives we touch.

Our clients carry kids in school buses, first responders in emergency vehicles, patients in ambulances, food and medical supplies in trucks, and people just taking the bus or train to work. We do meaningful work, and we want our clients to have the best tools available to them.

Our office spaces are open, spacious, and colorful, with an abundance of natural light. We come together often as a company to enjoy freshly baked desserts or awesome lunches, and genuinely enjoy each other's company.

Why Top Talent Chooses RTA

We invest in our people period.

• 401(k) with 6% Safe Harbor match, 100% vested day one.
• Flexible PTO and generous holiday schedule.
• Cigna PPO and HSA medical plan options with company contributions.
• Garner Health HRA program reimbursement opportunity.
• Wellness rewards.
• Virtual care and mental health support resources.
• Company-sponsored benefits including dental, vision, EAP, life, STD, LTD, legal plan, and identity theft protection options.
• Additional employee perks, wellness initiatives, and discount programs.

The part we're most proud of:

• 99% of employees say RTA is a Great Place to Work Great Place to Work Certified (3 years running).
• We've also had 30% ARR growth 2 years straight.
• We are an AI-forward company we build for the future.

Heading to RTA HQ?

Coming from the east side? You'll enjoy waving at the traffic going the other way while never having to stare at the blinding sun. It only takes about 25 minutes to get here from downtown Scottsdale in the mornings. We are located close to Arrowhead Mall, with quick access to the 101 from multiple directions.

If all of this sounds like you, and your type of company, then click apply! Seriously, we've asked you three times, and you are still reading. Maybe these aren't the droids you are looking for?

Reasonable Accommodation

RTA is committed to providing reasonable accommodations for qualified individuals with disabilities. If you need a reasonable accommodation to complete the application process or perform the essential functions of this role, please contact View email address on click.appcast.io.

Employment Notices

Employment with RTA is at will, which means either the employee or RTA may terminate the employment relationship at any time, with or without cause or notice, subject to applicable law.

Employment may be contingent upon the successful completion of a background check and other applicable pre-employment screenings.

We cannot accept student visas or provide sponsorship at this time.

Equal Employment Opportunity

RTA is an equal opportunity employer and does not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status, or any other