{"schemaVersion":"jobsearcher.job.v1","id":"c34e507a985be60efd2e6b7d","url":"https://jobsearcher.com/jobs/c34e507a985be60efd2e6b7d","canonicalUrl":"https://jobsearcher.com/jobs/c34e507a985be60efd2e6b7d","title":"Customer Experience Representative (CX2)","description":"Customer Experience Representative (CX2)Downstream is a marketplace platform transforming the waste and construction industries from the ground up. We're on a mission to bring simplicity, transparency, and sustainability to two of the most essential — but often overlooked — sectors of our economy. We make it easy for contractors, builders, and businesses to find and book critical services like dumpster rentals, hauling, site services, and equipment — all in a few clicks. No endless calls, no confusing pricing, no waiting around. Our platform connects customers with vetted, reliable providers so they can get what they need, when they need it. We're not just about convenience — we're about impact. By streamlining logistics and digitizing the supply chain, we're helping reduce waste, cut emissions, and build a cleaner, more sustainable future.About the Role We're looking for a Customer Experience Representative (CX2) to own customer-facing work end to end: account check-ins, cart building, quotes, onboarding, and customer-side order changes. This is a great opportunity for someone with customer service or inside sales experience who wants to build a career in a fast-paced, high-growth marketplace. At Downstream, every ticket has one owner — you. The ticket you open is the ticket you close, including supplier calls when a ticket requires them. You'll learn our full catalog, work inside a clear SLA framework, and be paid on your own measurable performance — not team averages.What You'll DoRun standard account check-ins and build lasting customer relationshipsBuild carts and quotes against active customer demandOwn SMB customer onboarding through the first 30 daysHandle customer service denials, date changes, and swap/removal requests end to endProcess refunds within authority and escalate cleanly when above itSource new suppliers and onboarding — identification and first contact — for customer needsResolve general customer questions across the full bookKeep flawless CRM logging on every action, every ticketRole SpecificsOwnership model: single-owner resolution — every ticket, open to closeSLA framework: Critical first action in 5–10 minutes · High in 15 · Standard in 30 min–2 hrsKPI structure: SLA compliance 40% · time to first action 25% · Execution Quality Score 25% · throughput 10%Performance grading: monthly A/B/C scoring from CRM data — measurable, auditable, individualEscalation path: CX2 → CX3 → Team Lead; correct escalation is never penalizedCompensation $50,000 per year base, plus a quarterly performance bonus of up to 30% of base at the top tier, plus a team collaboration bonus. Performance-gated progression within the band.Requirements1–3 years in customer service, customer success, or inside salesA clear, professional communicator on the phone and in writingOrganized under time pressure — SLA windows are part of the jobAn ownership mindset: no hand offs, no dropped threadsComfortable being measured — your bonus is earned on your own numbersBenefitsMedical, dental, and vision insurance401(k) with a company matchCompany equity — be an owner in what we're buildingPaid time off, paid holidays, and floating holidaysParental and bereavement leave","company":"Downstream System","rawCompany":"downstream system","city":"Richardson","state":"TX","isRemote":false,"isActive":false,"createdAt":"2026-09-09T05:36:44.565Z","occupations":[{"code":"43-4051.00","title":"Customer Service Representatives","slug":"customer-service-representatives"},{"code":"41-9099.00","title":"Sales and Related Workers, All Other","slug":"sales-and-related-workers-all-other"},{"code":"41-3091.00","title":"Sales Representatives of Services, Except Advertising, Insurance, Financial Services, and Travel","slug":"sales-representatives-of-services-except-advertising-insurance-financial-services-and-travel"}],"industries":[{"code":"541511","title":"Custom Computer Programming Services","slug":"custom-computer-programming-services"},{"code":"513210","title":"Software Publishers","slug":"software-publishers"},{"code":"541512","title":"Computer Systems Design Services","slug":"computer-systems-design-services"}],"jobPosting":{"@context":"https://schema.org","@type":"JobPosting","title":"Customer Experience Representative (CX2)","description":"Customer Experience Representative (CX2)Downstream is a marketplace platform transforming the waste and construction industries from the ground up. We're on a mission to bring simplicity, transparency, and sustainability to two of the most essential — but often overlooked — sectors of our economy. We make it easy for contractors, builders, and businesses to find and book critical services like dumpster rentals, hauling, site services, and equipment — all in a few clicks. No endless calls, no confusing pricing, no waiting around. Our platform connects customers with vetted, reliable providers so they can get what they need, when they need it. We're not just about convenience — we're about impact. By streamlining logistics and digitizing the supply chain, we're helping reduce waste, cut emissions, and build a cleaner, more sustainable future.About the Role We're looking for a Customer Experience Representative (CX2) to own customer-facing work end to end: account check-ins, cart building, quotes, onboarding, and customer-side order changes. This is a great opportunity for someone with customer service or inside sales experience who wants to build a career in a fast-paced, high-growth marketplace. At Downstream, every ticket has one owner — you. The ticket you open is the ticket you close, including supplier calls when a ticket requires them. You'll learn our full catalog, work inside a clear SLA framework, and be paid on your own measurable performance — not team averages.What You'll DoRun standard account check-ins and build lasting customer relationshipsBuild carts and quotes against active customer demandOwn SMB customer onboarding through the first 30 daysHandle customer service denials, date changes, and swap/removal requests end to endProcess refunds within authority and escalate cleanly when above itSource new suppliers and onboarding — identification and first contact — for customer needsResolve general customer questions across the full bookKeep flawless CRM logging on every action, every ticketRole SpecificsOwnership model: single-owner resolution — every ticket, open to closeSLA framework: Critical first action in 5–10 minutes · High in 15 · Standard in 30 min–2 hrsKPI structure: SLA compliance 40% · time to first action 25% · Execution Quality Score 25% · throughput 10%Performance grading: monthly A/B/C scoring from CRM data — measurable, auditable, individualEscalation path: CX2 → CX3 → Team Lead; correct escalation is never penalizedCompensation $50,000 per year base, plus a quarterly performance bonus of up to 30% of base at the top tier, plus a team collaboration bonus. Performance-gated progression within the band.Requirements1–3 years in customer service, customer success, or inside salesA clear, professional communicator on the phone and in writingOrganized under time pressure — SLA windows are part of the jobAn ownership mindset: no hand offs, no dropped threadsComfortable being measured — your bonus is earned on your own numbersBenefitsMedical, dental, and vision insurance401(k) with a company matchCompany equity — be an owner in what we're buildingPaid time off, paid holidays, and floating holidaysParental and bereavement leave","datePosted":"2026-09-09T05:36:44.565Z","dateModified":"2026-09-09T05:36:44.565Z","hiringOrganization":{"@type":"Organization","name":"Downstream System","sameAs":"https://jobsearcher.com"},"jobLocation":{"@type":"Place","address":{"@type":"PostalAddress","addressLocality":"Richardson","addressRegion":"TX","addressCountry":"US"}},"identifier":{"@type":"PropertyValue","name":"JobSearcher","value":"c34e507a985be60efd2e6b7d"},"url":"https://jobsearcher.com/jobs/c34e507a985be60efd2e6b7d"}}