Website Customer Support Specialist

About
Barn2Door is a high growth food+tech startup with offices in Nashville, TN (and Seattle WA). We offer an all-in-one solution to help Farmers grow and manage their business. Barn2Door provides Software and Services to help Farmers increase sales, access more customers and save time.

We are looking for people passionate about the intersection of local Food, Farming and Technology. Serving 1000’s of Farmers across all 50 states, our goal is to make it easy to buy local Food directly from local Farms. At Barn2Door, you’ll get to learn what it takes to build a startup business and participate in ongoing training and education, while also playing a critical role in our fast-paced growth.

We have amazing offices, a vibrant office culture and an environment that promotes collaboration and professional growth. Barn2Door is building a team eager to improve access to local Food from local Farmers, while promoting good stewardship of our land and resources. Want to work hard, have fun and make a difference? Join us.

Overview
In this entry Support Specialist role, you will identify bugs, support customers and recommend solutions. Part of our Support Team, you will answer questions and resolve issues for Buyers and Farmers. Sample work includes responding to support requests and real-time chat, digging into LuckyOrange to track down issues, proactively evaluating online sessions and diagnosing DNS issues.

To be successful in this role you need to be curious, detailed-oriented, collaborative, technology-adept and self-motivated. You will use online tools including but not limited to Jira, Slack, Confluence, LuckyOrange, HubSpot (a Customer Relationship Management software and Barn2Door’s platform.

Your main objective will be to assist customers by troubleshooting, resolving and documenting issue(s). You will need to document steps to recreate issues, submit tickets and/or bugs and communicate status update(s) to customer(s).

A passion for problem-solving, helping Farmers (customers), and collaborating with other team members will set you up for success in this role. You will experience a fast-paced, high growth startup and be a key contributor to supporting our Farmers on a daily basis.

You Are:

• Detail-oriented, someone who seeks to exceed expectations on tasks and projects
• Self-identified problem-solver, resourceful, humble - no task is too small
• A highly motivated, focused self-starter (this isn’t a theory it’s a must)
• A good communicator, collaborator and team member who looks to fill in gaps and make a difference
• Willing to work with a high degree of independence and keen on working in a fast growth startup environment

You Have:

• Ambition to learn more about startups
• Hunger to learn technology and support ticketing and submission tools including JIRA, LuckyOrange and Hubspot
• An eagerness to grow your technical prowess from diagnostics to documentation in a Customer Support role
• Nice to have: Computer Science degree or similar technical degree

You Will:

• Respond to real-time customer chat (Farmers, Buyers), and answer questions in the community forum
• Learn our platform down to the detail, to equip you with the knowledge to make how-to recommendations to customers
• Proactively review sessions to look for common issues and abandoned carts
• Create and prioritize bugs for the engineering team based on findings from submitted tickets, testing, and reviews
• Help test the Barn2Door platform as we deploy new features
• Willingly support other areas of the business - namely in Marketing, Sales and Success where your hard-work, positive attitude and detailed nature could be of value

You Get:

• $42k - $50k annually DOE plus stock options
• 40/h a week on a rotating schedule - 5 of 7 days - coordinated across the support department (e.g. Tue - Sat, Wed - Sun, Sun - Thur)
• Real experience in a high profile startup company just hitting its growth curve
• To work closely with support, product, success and engineering teams
• To grow your skill set and experience with end-to-end insight into a tech startup
• Ongoing training and professional development, working knowledge on bug submissions, support ticketing, escalations and interfacing with multiple departments
• Hip startup office environment in downtown Nashville (co-working space Industrious downtown), just a few blocks north of Broadway

Net-net

We’re looking for Hardy individuals, with a Heart for Farmers. You should thrive on the urgency of a startup atmosphere, be Hungry to improve, look to be Helpful, and consistently put others’ needs above your own (Humble). We love to inject Humor into our days, while working hard together to help Farmers be successful!

If you’ve got the drive, grit, creativity, and a passion for local food, game-changing software, and disrupting the food industry - then Barn2Door may be right for you.

Job Type: Full-time

Pay: $42,000.00 - $50,000.00 per year

Benefits:

• Dental insurance
• Health insurance
• Paid time off
• Referral program
• Vision insurance

Weekly day range:

• Monday to Friday

Work setting:

• In-person

Education:

• Bachelor's (Required)

Ability to Commute:

• Nashville, TN 37219 (Required)

Work Location: In person