Customer Support Specialist

This is a fully remote position, open to applicants in Iowa.

📋 Description

• Provide customer support Monday through Friday, from 8am to 5pm Central, with hours adjustable based on future business requirements.

• Act as a product specialist for BarnTools, covering the mobile app, web application, and hardware.

• Oversee and address inquiries via phone, email, and webchat using HubSpot and OpenPhone.

• Handle inquiries within set timeframes and escalate through Incident Management protocols.

• Process incoming orders and relay shipping updates to customers.

• Develop customer and internal technical documentation, including Help Center and knowledge base resources.

• Monitor customer communication, issues, and metrics utilizing HubSpot and other tools.

• Resolve technical issues in collaboration with the development team and customers.

• Analyze customer data and reports to foresee potential issues and engage proactively.

• Enhance support processes and best practices in collaboration with the Customer Success team.

• Promote usage through effective customer onboarding, training, and ongoing assistance.

• Support beta features through feedback, testing, and customer interaction.

• Represent customer interests with Sales, Marketing, and Engineering teams.

• Occasionally travel for training, company events, or on-farm activities; anticipated travel is less than 10%.

• Report directly to the Manager of Customer Support.

⛳️ Requirements

• Bachelor's Degree or an equivalent combination of education and experience in a relevant field.

• Preference for degrees in Agriculture, Business, and/or Management Information Systems (MIS).

• At least 2 years of experience in Help Desk, Technical Support, Customer Service/Success, or a similar role.

• Fluency in English is mandatory.

• Certifications in Customer Support, Success, and/or Project Management are preferred.

• A background or familiarity with agriculture is advantageous.

• Experience in e-commerce and SaaS-based Customer Support is highly preferred.

• Familiarity with HubSpot, Jira, and OpenPhone is preferred.

• Knowledge of Shopify, BigCommerce, Stripe, or similar e-commerce/payment software is preferred.

• A strong technical aptitude and interest in customer processes and challenges.

• Solid technical foundation with the ability to instruct non-technical audiences.

• Excellent verbal and written communication skills.

• Demonstrated troubleshooting abilities.

• Capability to comprehend complex problems and articulate their origins clearly.

• Ability to meet deadlines with minimal supervision while effectively prioritizing competing demands.

• Strong organizational skills and multitasking capabilities.

• Comfortable working in a startup environment and engaging beyond primary responsibilities.

• A stable internet connection and a quiet workspace are required.

🏝️ Benefits

• $500 reimbursement for home office expenses.

• Computer equipment provided.

• Competitive health plans, including medical, dental, and vision insurance.

• Paid time off with untracked vacation/PTO days.

• Paid parental leave up to 12 weeks for both mothers and fathers.

• Opportunities for paid career development.

• BarnTools merchandise.

• Opportunities for advancement based on performance.

• Flexibility to work from home or the Urbandale, Iowa office.

• Fast-paced work environment where ideas can be implemented quickly.