Customer Support Specialist

hybrid
Toronto, ON, Canada .
full-time . November 4, 2024

Description

About Local Line

Local Line is the leading farm-to-fork platform for restaurants, grocery stores, and distributors across North America. Our platform acts as a local food sourcing network, enabling wholesale food buyers to discover and buy from thousands of family farms. We believe we can create a better food system by shortening our global food supply chain and empowering family farms to become more successful and remain independent.

We’re a customer obsessed team of ~25 and growing quickly. We have a clear vision for the future and a roadmap to execute on, and we’re looking for teammates who want to improve our food system by helping retailers buy direct from farms.

About the Role

Our Customer Success team has a simple goal: to make sure each customer has an effortless and delightful experience with us! But there’s a lot that goes into it...and that’s where you come in! As a Customer Support Specialist, you’ll be speaking to our customers wherever they are: answering questions, troubleshooting technical issues that come up, and finding new ways to make them smile 🙂.

Our team works with a ton of customers with lots of unique problems, so you’ll need to be quick on your feet and not easily phased by having to juggle a lot. What’s important is to have a positive attitude and treat each conversation as an opportunity to show them how much we care about their success!

You will be the primary team member who will:

Respond to customers via the phone, email, and other messages quickly and accurately.
Maintain up to date records in our CRM
Reply to feedback, both positive and negative, to create true advocates for Local Line.
Work closely with the Onboarding team, owning data entry tasks to set up new farmers accounts
Modify subscriptions and help process payments from our customers.
Have strategic conversations with customers about their use cases or goals, guiding them to use our platform that empowers them to achieve their goals.

About You:

This is what you’ll need to be awesome on the job:

A minimum of 2 years experience in a similar role.
An interest in agriculture and supporting local farms.
Distinctive communication skills: You can explain things clearly, on paper and over the phone, while showing your unique tone of voice.
Detail-oriented: You don’t let the little things fall through the cracks.
Problem-solving: You’re an expert at probing for more information and investigating tough or unexpected technical issues.
Empathy: You understand people and can pivot your approach depending on someone’s specific concern and current temperament.
Adaptable: You can come up with, validate, and present innovative alternatives to help customers reach their desired outcomes.

And these are nice to have:

Experience providing support to customers using these, or similar, software (Hubspot, Datadog, Slack, Openphone, JIRA).
Comfortable with analyzing data, both qualitative and quantitative.
You’ve worked in customer service, support, experience, or success with some amazing stories or metrics to share.
Comfortable with live demonstrations and creating customer resources
You’re comfortable working in technology or SaaS e-commerce start-up environments.

Perks & Benefits

Competitive Compensation
Health Benefits
Stock Options
Four Weeks Vacation
Paid Sick Leave
Latest Macbook/PC
Quarterly team offsites

Why join us?

Work in an industry that deeply matters to the world.
Receive ownership in a high growth, high quality business with a proven track record.
Surround yourself with a team of dreamers and doers. We make things happen and get stuff done!
This role presents a unique opportunity to build a market from the ground up.

More info about Local Line

We’re rated 4.9/5 stars on Google, Facebook, and are the top rated app in the Square App Marketplace.
We were named the #1 supply chain innovator after winning the 3V’s Innovation Award, judged by North America’s top supply chain professionals.
We’re well capitalized and have a supportive group of long-term investors.

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Local Line is an Equal Opportunity Employer and considers applicants for employment without regard to race, colour, religion, sex, orientation, national origin, age, disability, genetics, or any other basis forbidden under federal, provincial, or local law.

Compensation

$60,000.00 - $75,000.00 per year

Know someone who would be a perfect fit? Let them know!