Senior Customer Experience Representative (CX3)

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 Senior Customer Experience Representative (CX3) to own our most complex customer work: enterprise onboarding, churn recovery, QBRs, expansion conversations, and multi-product quoting — while serving as the quality gate and coach for the reps around you. This is the senior customer-facing tier at Downstream, built for someone who can run high-stakes accounts and raise the people next to them simultaneously. Every ticket has one owner — you. You'll operate inside a clear SLA framework, be the escalation point below the team lead, and be paid on your own measurable performance. Please note: standard working hours for this role are 0830–1730 in your local time zone. What You'll Do • Facilitate QBRs on a 30/60/90-day cadence across your book • Own churn-risk intervention — the recovery plan is yours end to end • Run expansion and upsell conversations across accounts • Build complex, multi-product quotes and scope new projects • Own enterprise customer onboarding through the full lifecycle • Source suppliers for strategic and complex customer needs • QC team output before close and coach CX2 development • Make the call on finance and compliance escalation triggers 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% • Scope: complex quotes, enterprise accounts, above-threshold refunds, churn ownership • Escalation: you are the tier below the team lead — account-loss risk and non-standard terms go up, everything else stops with you • Schedule: 0830–1730 local time — a full 8-hour shift with a one-hour lunch Compensation $65,000 per year base, plus a quarterly performance bonus of up to 30% of base at the top tier, plus a team collaboration bonus. Requirements • 3–5 years in account management, customer success, or consultative sales • Experienced with complex, multi-stakeholder accounts • A natural coach — your standard becomes the team's standard • Calm in de-escalation and persuasive in recovery conversations • Comfortable owning outcomes, not just activity 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