Customer Support Specialist

SWEEP•Denver, CO

31d

About The Position

Sweep is hiring a Customer Support Specialist to ensure the long-term success of our customers. At Sweep, our mission is to empower businesses to become Forever Companies - creating long-term value while reducing environmental impact and improving social performance. Climate change is the defining challenge of our time, and we believe that businesses can drive meaningful change with the right tools and insights. Our platform maps climate and ESG data across entire organizations, enabling them to track, disclose, and take action. By turning sustainability into a competitive advantage, Sweep helps businesses build better, audit-ready programs that contribute to a more sustainable future for everyone. Together, we can make a difference. Why this opening? The Customer Support team ensures that our clients have the best possible experience of Sweep, one that is both efficient and enjoyable, while receiving reliable, fast, and high-quality responses to their questions. As a Customer Support Specialist, you will be responsible for supporting our customers along their climate journey as they are using our SaaS solution, providing ongoing support via our help center and building long-term relationships with our users. You’ll sit within the Product Department and report to our Director of Customer Support. Your role will be to support our customers as they become successful Sweep users, and ensure that the challenges they face are properly managed. You’ll be expected to collaborate closely with others teams at Sweep to ensure that each customer question, feedback or concern is addressed in a timely manner.

Requirements

2-3 year of experience as a Support Specialist or Helpdesk role in a technology company
Excellent communication and interpersonal skills. Oral and written.
Ability to connect the dots
Fluency in both French & English is mandatory
Hands-on experience with AI tools in a professional setting
Comfortable using AI to support your daily work, enhance productivity, and create new solutions

Nice To Haves

Fluency in German or Spanish
Knowledge of CRM tools and customer success platforms, such as Intercom
First experience working in a SaaS company ideally in the B2B Enterprise space

Responsibilities

Monitor and address customer issues including escalations, technical problems, and incident management
Reach out to users for in-depth investigations of their concerns, ensuring clear understanding of their feedback
Collaborate closely with our Product, Engineering, Delivery and CSM teams to promptly address and resolve domain related questions or technical challenges
Contribute to the development and maintenance of self-service content allowing users and internal teams to resolve their issues autonomously (knowledge base articles, automated workflows, AI-powered bots)
Be the voice of the user within Sweep by aggregating and communicating customer feedback on a regular basis to the rest of the organization
Contribute to the continuous improvement of our NPS and CSAT metrics
Identify areas for improvement in our customer support processes

Benefits

By joining Sweep, you'll be part of an exciting startup with a vision to change the world.
Our flexible work model allows you to balance personal and professional commitments while staying connected with your global colleagues.
As a B Corporation, we're dedicated to creating successful businesses that benefit everyone, including society and the planet.

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