Role Overview
The Customer Success Agent (CSA) is a frontline, customer-facing role focused on driving successful product adoption and delivering exceptional day-to-day support for site hosts and EV drivers. This role ensures customers understand how to use the platform effectively, resolves issues quickly, and identifies early signals of customer risk. The CSA works closely with Support, Engineering, and Operations teams to ensure customers have a smooth, reliable charging experience. This is an execution-focused role, not a sales or account-ownership position.

Schedule: 9am-6pm Eastern Standard time

Independent Contractor Perks
● Health Insurance Coverage for eligible locations
● Permanent work from home
● Immediate hiring

Key Responsibilities
Customer Support & Issue Resolution
● Respond to customer inquiries via ticketing systems, email, chat and phone
● Troubleshoot common platform, charger, and session issues
● Clearly explain technical concepts to non-technical customers
● De-escalate customer concerns and ensure timely resolution

Charger & Account Monitoring
● Monitor and identify:
●  Offline chargers
● Monitoring charger health
●  Inactive or underutilized sites
●  Proactive & Repeated customer issues or usage anomalies
● Escalate risks and trends to Managers
● Share Customer Success scorecard on a quarterly basis

Customer Education
● Educate customers on:
●  EV charging workflows and expectations
●  Billing logic and session data
● What controls vs. site host responsibilities
●  Usage of idle fees, reservations, product features
● Help customers self-serve by promoting knowledge base usage

Documentation & Accuracy
● Maintain accurate ticket records and customer notes in Zendesk
● Update contact information and site details when identified
● Follow established workflows for escalations and handoffs

Cross-Functional Collaboration
● Coordinate with Engineering, Operations, and Hardware partners on escalations
● Provide structured customer feedback to internal teams
● Act as a reliable source of customer insights for Managers

Qualifications Required
● 1–3 years of experience in Customer Support, Customer Success, or a client-facing role
● Strong written and verbal communication skills
● Ability to explain technical concepts in clear, simple language
● Comfort working in CRM and ticketing systems
● Strong attention to detail and documentation

Preferred
● Experience in SaaS, EV charging, energy, or IoT platforms
● Familiarity with Salesforce, HubSpot, Zendesk, or similar tools
● Experience supporting multi-site customers or B2B accounts

Side Note

• This is a permanent work-from-home role under an Independent Contractor arrangement. Candidates must have their own computer and reliable internet connection, and are responsible for their own taxes and benefits. Professional hourly fees are established based on your performance in the application process.

Reminder

• Please follow the provided link to BruntWork’s Career Site to finish your initial application requirements, including the assessment questions, technical check, and voice recording. Submissions that fulfill all requirements will receive priority review.