Customer Experience Representative (CX1)

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 (CX1) to handle the core of our customer-facing work: account check-ins, cart building, quotes, and customer-side order changes. This is an ideal first step for someone early in their customer service or inside sales career who wants to build a future in a fast-paced, high-growth marketplace — no prior industry experience required.

At Downstream, every ticket has one owner. As a CX1, you'll own the tickets you open, with clear escalation paths and a CX2 mentor to guide you on the more complex ones. 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, with review from a CX2 as you ramp
• Support SMB customer onboarding through the first 30 days alongside a CX2
• Handle customer cancellations, date changes, and swap/removal requests
• Process low-value refunds within authority and escalate cleanly when above it
• Answer general customer questions and route more complex issues to the right owner
• Keep flawless CRM logging on every action, every ticket

Role specifics

• Ownership model: single-owner resolution on the tickets you open, with mentor support on complex cases
• SLA framework: Critical first action in 10–15 minutes · High in 30 · Standard in 1–4 hrs
• KPI structure: SLA compliance 40% · time to first action 20% · Execution Quality Score 30% · throughput 10%
• Performance grading: monthly A/B/C scoring from CRM data — measurable, auditable, individual
• Escalation path: CX1 → CX2 → CX3 → Team Lead; correct escalation is never penalized

Who you are

• 0–1 years in customer service, customer success, or inside sales — recent graduates and career changers welcome
• 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 dropped threads, and you ask for help early
• Eager to learn and open to coaching and feedback
• Comfortable being measured — your bonus is earned on your own numbers

Compensation

$44,000 per year base, plus a quarterly performance bonus of up to 20% of base at the top tier, plus a team collaboration bonus. Performance-gated progression within the band.

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