Ron Turley Associates LLC is hiring a Senior Customer Support Representative to act as a trusted frontline expert for our customers. In this key role, you’ll handle both common and complex support cases, directly contributing to company success and client safety while helping shape the delivery of exceptional service.
What You'll Do
- Consistently deliver exceptional customer experiences, maintaining a 4.9 or higher CSAT rating by resolving issues thoroughly and communicating clearly.
- Use SQL to independently research, validate, and troubleshoot customer issues, accurately identifying data-related problems to reduce escalations.
- Leverage API knowledge to diagnose integrations and data flow issues, clearly explaining findings to customers and internal teams.
- Build strong, trust-based relationships with customers, resulting in compliments on at least 20% of assigned cases.
- Meet or exceed all Support SLA expectations, balancing speed and accuracy while managing complex technical cases.
- Independently resolve at least 80% of cases without escalation within six months.
- Establish and maintain meaningful relationships with 100% of assigned clients, contributing to 95%+ client renewal rates through proactive support.
- Act as a senior presence on the support team, mentoring teammates on SQL usage, API troubleshooting, and support best practices.
- Identify recurring data and integration issues, providing actionable feedback to product and engineering to improve system reliability.
What We're Looking For
- A candidate who is customer-obsessed and genuinely enjoys answering calls and solving problems in real time.
- Someone who learns quickly and adapts easily in a fast-moving environment.
- A professional who handles complex technical issues with confidence and calm.
- An individual who actively seeks feedback and uses it to improve performance.
- A person who takes ownership of outcomes—not just tasks.
- Someone comfortable mentoring others and setting the standard for support excellence.
- A team member who feels at home as part of a healthy, high-accountability team.
- A person who passionately cares about clients and their outcomes.
- An individual willing to lift boxes, clean floors, jump on a call, or help a teammate if needed.
- A hungry individual constantly looking for more to learn, more to improve, and more ways to add value.
- Someone who loves to read, learn, grow, and stretch themselves.
- Has fleet management or adjacent industry experience.
Technical Stack
- SQL
- API
Benefits & Compensation
- Compensation: $60k-$80k a year
- Unlimited PTO
- Generous holidays
- Spirit Weeks
- Regular coaching
- Access to the CEO
- Medical insurance
- 401k with 6% Safe Harbor match
- Life insurance options
Work Mode
This is an onsite position based in Scottsdale, AZ.
Ron Turley Associates LLC is an equal opportunity employer and does not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, or any other protected status.
