Customer Care Claims Associate
ABOUT RINSE
Rinse (www.rinse.com) is the first and largest national brand in clothing care. By delivering a vastly better laundry and dry cleaning experience, we're tackling a massive consumer problem. We achieve this through smart scheduling, exceptional quality, and in-house logistics, all powered by a robust technology infrastructure. We have created a differentiated service our customers love and a highly scalable, profitable business model.
Rinse is backed by a group of leading VCs and CEOs who see the massive potential in what we do and know we are the team to do it. We launched in 2013 and are currently in San Francisco, Los Angeles, Washington DC, Chicago, Boston, New York, New Jersey, Austin, Dallas, Seattle, and now Toronto. This is a very exciting time to join our company and help us scale nationwide!
ABOUT THE ROLE
As a Claims Associate at Rinse, you’ll play a key role in protecting customer trust by handling claims with fairness, empathy, and a commitment to great service. You’ll take full ownership of each claim you manage—balancing urgency with attention to detail and using your judgment to deliver thoughtful, consistent resolutions. This role requires strong written communication, comfort navigating ambiguity, and the ability to identify patterns and help improve the broader customer experience. You’ll be part of a supportive, fast-moving team where quality, accountability, and continuous learning are core to how we work.
IN THIS ROLE, YOU WILL…
- Manage and resolve customer claims with sound judgment, professionalism, and empathy, ensuring fairness and a customer-first approach in every interaction
- Maintain a high level of ownership over your work by self-prioritizing effectively, balancing speed with accuracy in a fast-moving service environment
- Take initiative to continuously deepen your understanding of claims policies, tools, and related workflows, becoming a go-to resource on the team
- Use strong written communication to clearly and confidently explain claim outcomes to customers, upholding Rinse’s tone and service standards
- Support peers when needed by reviewing claim context, offering guidance, and reinforcing consistent application of process and policy
- Identify trends and recurring issues across claims, helping to root cause problems and propose actionable solutions
- Proactively flag operational, product, or process breakdowns that contribute to claims, collaborating with Care Leadership to improve the broader customer experience
- Champion service quality through accurate documentation, effective use of tools, and a commitment to continuous learning and improvement
- At least 2+ years of experience in a customer-facing role, ideally with exposure to claims, escalations, or service recovery work
- A proven track record of exercising sound judgment, empathy, and consistency when resolving complex or sensitive customer issues
- A passion for delivering exceptional customer experiences and protecting customer trust through thoughtful, fair resolutions
- Strong written communication skills, with the ability to clearly explain decisions while upholding brand tone and professionalism
- Experience working in a fast-paced, operationally complex environment where self-leadership, prioritization, and urgency are key to success
- A reputation for being a reliable peer resource - someone who others turn to for guidance, clarity, or quality assurance
- A process-minded approach with the ability to identify trends, diagnose root causes, and suggest improvements
- Familiarity with tools like GSuite, Slack, and Kustomer (or similar CRMs), and the ability to quickly learn and navigate new systems
- We have built a tight-knit, uniquely flat organization that values honesty and open communication, which enables us to move fast.
- You will take pride in creating interesting and impactful work at a promising startup that you would be proud to tell your mom about!
- We offer competitive compensation and stock options, in addition to great benefits, including health insurance, 401K, open vacation policy, flexible work and office hours, and Rinse credit towards laundry/dry cleaning!
Your application will be handled in accordance with our Candidate Privacy Policy.