Customer Support and Credit Associate

Role Overview

The Customer Success Associate owns the relationship with Fresh Life's toilet operators and tenants from the moment they join the network through every stage of their account. Working mostly in the field, this person coaches customers on hygiene and operational standards, keeps billing and records accurate, and steps in early when an account shows signs of trouble. Their work protects revenue, sustains sanitation quality in the communities served, and turns satisfied operators into advocates who bring new customers into the fold.

Key Responsibilities

• Guide Fresh Life Operators and their tenants through correct toilet use, upkeep routines, and hygiene expectations, and set clear expectations around payment schedules, sanitation requirements, and how customers should communicate with the team.
• Spot operational problems in the field, report them, and follow up until they are resolved so customers are not left waiting.
• Keep customer records accurate and up to date, covering contact information, franchise agreements, and onboarding paperwork.
• Run regular account reviews to check billing accuracy, resolve discrepancies quickly, and make sure the operational status of toilets in the field matches system records so invoicing and reporting stay correct.
• Stay engaged with customers through scheduled field visits, phone calls, and other approved channels, and proactively identify risks that could lead to account closures.
• Drive timely invoice payments through customer follow-up, prepayment management, and structured repayment plans for customers in arrears, using strong communication and problem-solving to work through payment challenges.
• Deliver a positive experience that lifts satisfaction, retention, and referrals, and support the reactivation of inactive toilets.
• Gather customer feedback and share it to improve service, encourage happy customers to refer new operators to Fresh Life, and build strong ties with key account customers.

Requirements & Qualifications

• Diploma or degree in Business Management, Accounting, or Finance.
• Previous experience in customer service and credit management.
• Hands-on experience using an ERP system or Excel.
• Good communication, problem-solving, and computer literacy skills.
• Physically fit and able to walk for long hours daily during field work.