About the Role
The ideal candidate will serve as the first point of contact for customers needing assistance, providing timely and accurate solutions while contributing to product improvement through feedback collection.
Responsibilities
- Respond promptly to customer inquiries via email and chat
- Diagnose and resolve technical problems users encounter
- Escalate complex issues to engineering when necessary
- Maintain detailed records of customer interactions
- Identify recurring issues and suggest product enhancements
- Collaborate with product teams to improve user experience
- Follow up with customers to confirm resolution
- Adhere to service level agreements for response times
- Document troubleshooting steps and solutions
- Participate in team meetings and training sessions
- Stay updated on product changes and updates
- Provide feedback to improve support processes
- Assist in creating user-facing support materials
- Handle customer complaints with professionalism
- Monitor support channels during assigned shifts
- Ensure data privacy in all customer interactions
- Use support software to manage tickets efficiently
- Communicate product limitations clearly
- Support onboarding for new customers
- Track metrics related to customer satisfaction
Nice to Have
- Experience in agriculture technology
- Familiarity with IoT devices or sensors
- Background in technical support for SaaS products
- Knowledge of mobile applications
- Previous work in remote-first companies
- Understanding of data-driven support metrics
Benefits
- Health insurance coverage
- Retirement savings plan
- Paid time off and holidays
- Flexible work hours
- Remote work options
- Professional development stipend
- Team retreats and events
- Parental leave policy
- Mental health resources
- Stock options program
Compensation
Competitive salary with benefits
Work Arrangement
Hybrid remote
Team
Small, agile team focused on rapid iteration
Our Culture
We value transparency, ownership, and continuous learning. Team members are encouraged to take initiative and contribute ideas that shape both product and process. Collaboration happens across functions, and feedback is actively sought and respected.
Technology Stack
Support tools include Zendesk, Slack, and internal analytics dashboards. The product runs on a cloud-based platform with mobile apps for iOS and Android. IoT integration is central to the system architecture.
Available for qualified candidates
