Customer Support Lead

About Us: FloWater, recognized by INC. Magazine as one of America’s fastest-growing companies, has been redefining the future of drinking water since its founding over 10-years ago. We do this by transforming ordinary tap water into ultra-purified, great-tasting premium drinking water that consumers love and trust.

In 2022, after nearly a decade of terrific growth and several years of working with Bluewater as its strategic investor, FloWater merged with Bluewater, a global leader in drinking water-based out of Stockholm, and is now part of a worldwide movement and platform of water purification solutions that are completely reinventing the water industry.

Mission & Outcomes: FloWater was founded with a simple idea and a big vision. As we expand across the United States, we’re looking for a dynamic Customer Support Lead to join our team. This role will serve as the right hand to our Senior Customer Support Manager, overseeing the deployment of FloWater Refill Stations, managing high-level customer interactions, and upholding our exceptional standards of customer care. 

Great Candidates: We’re looking for a customer-centric professional with over 3 years of experience in customer support, account management, or call center operations. You have a meticulous eye for detail and a proactive approach to communication. You can thrive in a fast-paced environment while delivering top-quality work. You’re skilled at building strong relationships and have a talent for defusing escalated situations while exceeding performance metrics.
Responsibilities and Role:

• Serve as the primary point of contact for assigned accounts, fostering long-term loyalty
• Conduct proactive outreach via phone and email to maintain strong customer relationships 
• Develop a comprehensive understanding of FloWater’s advanced water purification technology 
• Troubleshoot technical issues and provide effective solutions
• Investigate service breakdowns and conduct root cause analysis
• Create and refine processes to enhance overall account health and customer satisfaction 
• Work closely with various departments to ensure prompt resolution of customer inquiries 
• Serve as an escalation point for complex issues involving clients or technicians 

 Candidate Competencies:

• Bachelor’s degree required
• 3+ years of experience in account management, customer support, or call center operations 
• Familiarity with products and services in a technical field is a plus
• Proficiency with Microsoft Office, Google Suite, and CRM software (NetSuite and Zendesk experience preferred)
• Exceptional verbal and written communication skills
• Strong analytical and problem-solving abilities
• Ability to multitask and prioritize in a dynamic environment

Compensation: This is a full-time, salaried position with a competitive base salary of $50,000 - $60,000, as well as a comprehensive benefits package (medical, dental, vision, F.S.A., 401(k)), partially paid parental leave policy, and Paid Time Off.

Our Commitment: FloWater believes we can perform at our best when we are able to be our authentic selves. We strive to create a culture that celebrates our differences and supports diversity, creating an equitable and inclusive workplace for all. FloWater does not discriminate and provides equal employment opportunities to all employees and applicants regardless of race, religion, color, national origin, gender, sexual orientation, gender orientation/expression, age, marital status, pregnancy, veteran status, genetic information, or disability.

Please note this is not a fully remote position. FloWater has a hybrid model of work. Candidates must be Denver-based and have availability to come into the office 2 days per week.