Customer Experience Representative (CX2)

About Downstream 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. Let's build better, together. 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 Do • Run standard account check-ins and build lasting customer relationships • Build carts and quotes against active customer demand • Own SMB customer onboarding through the first 30 days • Handle customer service denials, date changes, and swap/removal requests end to end • Process refunds within authority and escalate cleanly when above it • Source new suppliers and onboarding — identification and first contact — for customer needs • Resolve general customer questions across the full book • Keep flawless CRM logging on every action, every ticket Role Specifics • Ownership model: single-owner resolution — every ticket, open to close • SLA framework: Critical first action in 5–10 minutes · High in 15 · Standard in 30 min–2 hrs • KPI 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, individual • Escalation path: CX2 → CX3 → Team Lead; correct escalation is never penalized Compensation $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. Requirements • 1–3 years in customer service, customer success, or inside sales • A clear, professional communicator on the phone and in writing • Organized under time pressure — SLA windows are part of the job • An ownership mindset: no hand offs, no dropped threads • Comfortable being measured — your bonus is earned on your own numbers Benefits Downstream is an equal opportunity employer. We consider all applicants for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, national origin, age, disability, genetic information, veteran status, or any other protected status under applicable law. • Medical, dental, and vision insurance • 401(k) with a company match • Company equity — be an owner in what we're building • Paid time off, paid holidays, and floating holidays • Parental and bereavement leave