Tend Customer Support

THE ROLE

The Customer Support representative responds accurately and efficiently to our customer needs. The ideal candidate has excellent communication skills, genuine empathy and the ability to represent our brand with pride. Representatives are expected to adapt to changes, contribute to improving the overall experience, and follow through on resolving customer issues with good judgment and a sense of urgency. We are a small start-up, so we are looking for someone who enjoys a start-up environment. This means you can "wear a lot of hats", remain flexible, exude positivity, self-motivated, resourceful, and take initiative. Most importantly, we are looking for someone who is passionate about sustainable, diversified food systems and our mission to improve the lives of small-scale farmers. This role reports to the Director of Product, Customer Experience and Growth. This is a remote role.

WHO YOU ARE

• A self-starter, self-initiator


• Excellent customer service and interpersonal skills


• Strong written and verbal communication skills


• Attention to detail and follow through


• Proficient in Zendesk and other CS ticketing platforms


• Proficient use of Microsoft Word, Outlook, Excel and Windows software


• Ability to utilize the computer with accuracy and efficiency


• Effective time management and organization


• Ability to work independently and in a team environment


• Ability to maintain a positive attitude when dealing with all customers and co-workers


• Fast typing skills (40 + WPM)


• 2-year previous customer service or call center experience

WHAT YOU WILL DO

• Maintain high levels of customer service


• Answer customer inquiries via email and chat


• Research required information using available resources


• Manage and resolve customer feedback and complaints


• Organize and report feedback in a concise and constructive manner


• Provide customers with product and service information


• Process subscriptions and resolve issues according to procedure


• Identify and escalate priority issues


• Amend and improve the customer help center


• Assist with the development and maintenance of customer education materials


• Assess customer workflows and assist in improving the customer experience


• Adhere to the work schedule with regard to start and stop times and breaks


• Maintain a positive work atmosphere that strengthens the team


• Perform other duties and projects as assigned


• Help develop and document CS procedures


• Research required information using available resources


• Perform other duties and projects as assigned


• Conform with and abide by all regulations, policies, work procedures and instructions

BONUS POINTS

• Farming experience


• 3+ years of customer service or call center experience

EQUAL EMPLOYMENT OPPORTUNITY POLICY

Tend provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

OUR MISSION

Tend strives to support the regenerative food system. At Tend, we are guided by a set of values that shapes the way we build software tools.

Healthy Food

We believe that food should be grown with integrity, respect for the environment, and consideration for those who are growing and eating it.

Community

We're working hard to support a community of growers, sellers, and consumers to increase access to healthy, sustainable, and high quality food.

Environment

We believe in farming methods that work with nature to support local, healthy and small-scale agro-ecosystems, and we see sustainable/diversified farming as the way of the future.

Technology

We believe in the power of well-designed, easy-to-use, and data-driven software to empower individuals and communities to do great things.