Senior Customer Support Representative, Customer Success Problem-Solver

Ron Turley Associates LLC•Glendale, AZ

2d•$60,000 - $80,000•Onsite

About The Position

Do you get excited seeing a customer finally click with something you’ve been teaching? Do you go unusually above and beyond to help your clients succeed—sometimes before they even realize they need help? Do you have a knack for breaking down complex problems, designing better processes, and getting things done quickly? Do you love serving both customers and your teammates? If so, keep reading… The team at RTA is looking for a Senior Customer Support Representative. This role serves as a trusted frontline expert for our customers, handling both common and complex support cases while helping shape how we deliver world-class service. This position plays a key role not only in the success of our company, but ultimately in the success—and safety—of our clients. What We’re Looking For In general, someone who: Feels at home as a member of a healthy, high-accountability team. They’re not afraid to mix it up, give or receive feedback, and hold themselves and others accountable. People with trust issues and insecurity need not apply. No, seriously. Passionately cares about our clients and their outcomes. Our clients are fleet managers, parts clerks, and technicians maintaining everything from squad cars to school buses—so everyone gets home safely. Thinks of themselves less, while not thinking less of themselves. They’re confident, other-centric, and compassionate. Is willing to lift boxes, clean floors, jump on a call, or help a teammate if that’s what it takes to move things forward. Is hungry—constantly looking for more to learn, more to improve, and more ways to add value. Loves to read, learn, grow, and stretch themselves. Bonus points for every Patrick Lencioni book you’ve read (or plan to). Has fleet management or adjacent industry experience. Specifically for this job, someone who: Is customer-obsessed and genuinely enjoys answering calls and solving problems in real time Learns quickly and adapts easily in a fast-moving environment Handles complex technical issues with confidence and calm Actively seeks feedback and uses it to improve their performance Takes ownership of outcomes—not just tasks Is comfortable mentoring others and setting the standard for support excellence Does this sound like you? Let’s talk! Key Results Areas (aka the Job Outcomes) Consistently delivers exceptional customer experiences, maintaining a 4.9 or higher CSAT rating by resolving issues thoroughly, communicating clearly, and ensuring customers feel heard, supported, and confident using RTA’s software. Uses SQL to independently research, validate, and troubleshoot customer issues, accurately identifying data-related problems and reducing the need for escalations to engineering or product teams. Leverages API knowledge to diagnose integrations and data flow issues, clearly explaining findings to customers and internal teams while helping ensure reliable, accurate system behavior. Builds strong, trust-based relationships with customers, resulting in compliments on at least 20% of assigned cases and feedback that reflects technical credibility, empathy, and professionalism. Meets or exceeds all Support SLA expectations, balancing speed and accuracy while managing complex technical cases involving data, integrations, and system behavior. Independently resolves at least 80% of cases without escalation within six months, demonstrating strong technical troubleshooting skills, sound judgment, and confidence working across the product stack. Establishes and maintains meaningful relationships with 100% of assigned clients, serving as a trusted advisor and contributing to 95%+ client renewal rates through proactive, high-quality support. Acts as a senior presence on the support team, mentoring teammates on SQL usage, API troubleshooting, and support best practices, helping raise the technical bar across the team. Identifies recurring data and integration issues, providing actionable feedback to product and engineering to improve system reliability, documentation, and the overall customer experience. Feeling confident that this is in your wheelhouse? Let’s put that to the test! The Bottom Line You’ve made it this far, so congratulations! We’re really looking for ideal team players with an almost frightening intensity around customer service, problem-solving, and getting things done—people who care deeply about helping fleet professionals succeed. This is a full-time, in-office role, Monday–Friday, with a base pay of $60k-$80k a year.

Requirements

Feels at home as a member of a healthy, high-accountability team. They’re not afraid to mix it up, give or receive feedback, and hold themselves and others accountable. People with trust issues and insecurity need not apply. No, seriously.
Passionately cares about our clients and their outcomes. Our clients are fleet managers, parts clerks, and technicians maintaining everything from squad cars to school buses—so everyone gets home safely.
Thinks of themselves less, while not thinking less of themselves. They’re confident, other-centric, and compassionate.
Is willing to lift boxes, clean floors, jump on a call, or help a teammate if that’s what it takes to move things forward.
Is hungry—constantly looking for more to learn, more to improve, and more ways to add value.
Loves to read, learn, grow, and stretch themselves.
Is customer-obsessed and genuinely enjoys answering calls and solving problems in real time
Learns quickly and adapts easily in a fast-moving environment
Handles complex technical issues with confidence and calm
Actively seeks feedback and uses it to improve their performance
Takes ownership of outcomes—not just tasks
Is comfortable mentoring others and setting the standard for support excellence

Nice To Haves

Bonus points for every Patrick Lencioni book you’ve read (or plan to).
Has fleet management or adjacent industry experience.

Responsibilities

Consistently delivers exceptional customer experiences, maintaining a 4.9 or higher CSAT rating by resolving issues thoroughly, communicating clearly, and ensuring customers feel heard, supported, and confident using RTA’s software.
Uses SQL to independently research, validate, and troubleshoot customer issues, accurately identifying data-related problems and reducing the need for escalations to engineering or product teams.
Leverages API knowledge to diagnose integrations and data flow issues, clearly explaining findings to customers and internal teams while helping ensure reliable, accurate system behavior.
Builds strong, trust-based relationships with customers, resulting in compliments on at least 20% of assigned cases and feedback that reflects technical credibility, empathy, and professionalism.
Meets or exceeds all Support SLA expectations, balancing speed and accuracy while managing complex technical cases involving data, integrations, and system behavior.
Independently resolves at least 80% of cases without escalation within six months, demonstrating strong technical troubleshooting skills, sound judgment, and confidence working across the product stack.
Establishes and maintains meaningful relationships with 100% of assigned clients, serving as a trusted advisor and contributing to 95%+ client renewal rates through proactive, high-quality support.
Acts as a senior presence on the support team, mentoring teammates on SQL usage, API troubleshooting, and support best practices, helping raise the technical bar across the team.
Identifies recurring data and integration issues, providing actionable feedback to product and engineering to improve system reliability, documentation, and the overall customer experience.