Senior customer support specialist

At Rinsed, we are building software to run the $15bn Car Wash industry.

We're a B2B SaaS company, providing car washes with all the tools they need to transition to a subscription model. Modern car washes are fully-automated tunnels that can wash over 200 cars/hr, and they are moving from selling single washes to all-you-can-wash subscriptions. We are giving this $15bn underserved market the tools to manage and grow their subscription revenue.

We are a small team, who just raised our Series B from VMG Technology in addition to our Series A from Founder's Fund and Bedrock Capital. We are currently installed at over 3,000 car washes nationally helping to manage more than 8 million car wash memberships. What we've built so far is just the beginning. Get to be part of the founding DNA of building a great product, a great culture, and a great company!

A Day in the Life

We are seeking a technically savvy, analytical, and customer-focused specialist excited to grow within a fast-scaling startup environment. As a Senior Customer Support Specialist (Tier 2), you will work closely with our Founders, Engineering, Product, and Enablement teams to troubleshoot complex technical issues, improve system reliability, and ensure customer satisfaction through advanced problem-solving and deep product expertise.

A typical day for this position at Rinsed includes the following:

• Diagnosing and resolving complex, escalated technical issues that Tier 1 support cannot handle.
• Providing advanced product guidance and step-by-step troubleshooting for Salespath platform users.
• Collaborating cross-functionally with Engineering, Hardware, and Product teams to escalate and resolve critical system or hardware challenges.
• Identifying recurring problems and using analytical tools to propose long-term fixes and efficiency improvements.
• Contributing to and maintaining knowledge base documentation to capture learnings, solutions, and best practices.
• Partnering with Enablement to continuously improve internal documentation and training resources.
• Supporting Tier 1 queues during peak volumes (approximately 20% of role time).
• Championing process improvements and providing product feedback to inform product enhancements.
  
  

About You

You are a natural problem solver with strong technical aptitude and curiosity for understanding complex systems. You thrive in environments that require analytical thinking, clear communication, and collaboration across technical and customer-facing teams. You approach challenges with ownership, adaptability, and a customer-first mindset.

You bring the following experience and expertise:

• Advanced technical knowledge of Rinsed systems, software, and hardware.
• Ability to develop a deep understanding of the Salespath product and act as a subject matter expert (SME).
• Proven ability to diagnose, troubleshoot, and resolve complex issues efficiently.
• Strong analytical and critical thinking skills, with a focus on root cause analysis and preventive solutions.
• Excellent communication skills—able to translate technical findings into clear, user-friendly explanations.
• Familiarity with mobile device management (MDM) platforms such as Esper.
• Experience or working knowledge of SQL, PHP, JavaScript/TypeScript, protocols, and APIs.
• Previous experience in SaaS support, technical operations, or a customer success environment preferred.
  
  

Our Investment in You

• Opportunity to develop deep product expertise and play a key role in scaling Salespath's Tier 2 support function.
• Close collaboration with cross-functional teams to shape internal processes, training, and product improvements.
• By joining as one of our early team members, there is enormous opportunity ahead for you to have an outsized impact and shape the future of Rinsed in this role.
• Competitive salary and benefits including unlimited PTO, health / dental / vision insurance and more.
• An incredible team with a great blend of hustle, productivity, and fun.
  
  

Salary Range

$100,000—$115,000 USD

Rinsed embraces diversity and is proud to be an equal opportunity employer. As part of our commitment to diversifying our workforce, we do not discriminate on the basis of age, race, sex, gender, gender identity, color, religion, national origin, sexual orientation, marital status, citizenship, veteran status, or disability status.

We are also committed to providing reasonable accommodations for qualified individuals with disabilities in our job application process. If you need assistance or an accommodation due to a disability, you may contact [email protected].