Customer Support Specialist

Big Rentals is a national platform built for independent trailer and equipment rental businesses, helping local operators connect with customers and manage bookings and payments in one place. The platform streamlines daily operations and provides the tools, visibility, and support needed for rental businesses at any stage of growth. Developed by experienced rental operators, Big Rentals is purpose-built to help independent businesses compete and succeed in a changing market. Team members join a growing company that values practical innovation, strong customer relationships, and straightforward solutions for real-world rental challenges.

Role Description

The Customer Support Specialist is a full-time, hybrid role based in Nashville, TN, with the flexibility to work from home part of the week. In this position, the specialist provides front-line support to rental operators and their customers, handling inquiries via phone, email, and chat and ensuring timely, clear resolutions. Day-to-day responsibilities include troubleshooting platform issues, guiding users through account setup, bookings, and payment processes, and escalating technical problems as needed. The specialist documents customer interactions, identifies recurring issues, and collaborates with product and operations teams to improve system usability and customer experience. The role also involves maintaining up-to-date knowledge of platform features, contributing to support documentation, and promoting a positive, service-focused culture.

Qualifications

Strong Customer Support and Customer Satisfaction skills, with a focus on friendly, solution-oriented service.

Excellent Interpersonal Skills, including clear communication, active listening, and empathy in diverse customer interactions.

Ability to provide Technical Support, including basic troubleshooting, issue replication, and clear guidance to non-technical users.

Solid Analytical Skills to interpret customer feedback, identify patterns, and suggest improvements to processes and tools.

Prior experience in customer service, support, or a related role, preferably in SaaS, rentals, logistics, or operations-focused environments.

Comfort working in a hybrid setting in Nashville, TN, managing time effectively across in-office and remote work.

Proficiency with common support tools and productivity software (e.g., CRM systems, ticketing platforms, email, and chat tools).

High level of reliability, attention to detail, and ability to handle multiple inquiries while maintaining service quality.

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