Routeware is the industry leader in providing SAAS software solutions, integrated technologies including RFID, AI, video, hardware/software, and data analysis that enables public and private enterprises to improve the effectiveness of their waste and recycling programs. Our solutions help organizations achieve a digital transformation that saves time and money, increases efficiency, improves safety, and helps to make our world a greener place.

　　Based in Portland, Oregon, the company is PE-backed and employs a distributed team across North America and the UK. Our brands, products, and services provide an all-in-one solution to municipal and private waste haulers and other fleet services. As part of an essential and growing industry, we seek solution-oriented team players who want to positively impact the environment. Our work environment is collaborative, dynamic, fast-paced, and fun with a strong appreciation for innovation and initiative.

　　Our Mission:

　　Transform waste collection to drive a better future for generations to come.Our Values:

　　Adaptability - The waste industry and technology are ever-changing, and the Routeware team never stops adapting to be at the forefront of technology innovation, supporting our customers to stay ahead.

　　Mission-driven - At Routeware, it matters to us that our work has a lasting positive impact on our customers' outcomes, our fellow team members' well-being, and the long-term sustainability of our environment.

　　Human-first - While technology drives our products; the real, live, caring people at Routeware are the true drivers of meaningful outcomes for our customers.

　　POSITION OVERVIEW

　　As a Customer Success Enablement Specialist at Routeware you work with applicable subject matter experts to translate technical documentation into easy-to-understand customer-facing Help Center articles. You are responsible for maintaining and auditing existing content to ensure it is kept updated, as well as analyzing metrics such as Support inquiries to target and prioritize missing content.

　　With guidance and input from the Manager of Customer Success Enablement, you take lead on authoring and designing content, customer communications and engagement such as newsletters, in-app messaging and webinars; including general enablement of the Customer Success Team.

　　You will have involvement with the Customer Success Software, assisting in curating content and playbooks for Customer Success to allow the team to more efficiently deliver customer outcomes.

　　RESPONSIBILITIES & DUTIES

　　Author Help Center content that is both bite-sized and detailed, to ensure efficient answers, and cover more detailed concepts. Experience with Zendesk or another support software is a bonus.

　　Assist in educating customers on new products and enhancements.

　　Utilize the software that facilitates CS Ops/Enablement activities. Assist in curating content and playbooks to allow the team to more efficiently and consistently deliver customer outcomes. Experience with ChurnZero or another customer success software is a bonus.

　　Identify opportunities for process automation and optimization, with a focus on scalability and driving significant growth.

　　Assist in managing our customer community through customer marketing initiatives, webinars and promotional content.

　　In all areas, make data-driven decisions, and have a continuous improvement, collaboration mindset.

　　QUALIFICATIONS

　　At least 3 years of experience in a customer-facing role within Customer Success or Support. An interest in waste and recycling is a plus!

　　BA/BS degree

　　Technical writing, customer operations, customer marketing, project management, support & community management, outreach and education.

　　Initiative, creativity and teamwork mindset.

　　BENEFITS

　　Comprehensive benefits (medical with HSA option, vision, dental, and life insurance)

　　Paid parental leave

　　Medical and Dependent FSA

　　401K match

　　Unlimited PTO

　　Nine company holidays

　　1 Volunteer day

　　Summer Friday's

　　This is a full time, remote role based anywhere in the United States.

　　Routeware is an Equal Opportunity Employer and prohibits all forms of discrimination or harassment. At Routeware, we are committed to the principle of equality, and all employment decisions are based on job requirements, business needs, and individual qualifications, without regard to race, color, religion or belief, national, social or ethnic origin, sex (including pregnancy), age, physical, mental or sensory disability, HIV Status, sexual orientation, gender identity and/or expression, marital, civil union or domestic partnership status, past or present military service, family medical history or genetic information, family or parental status, or any other status protected by the laws or regulations in the locations where we operate.