Customer & IT Support Specialist at Barn2Door, Inc. in Nashville, TN

Summary: Barn2Door, Inc. is a high growth food+tech startup based in Nashville, TN, aiming to provide an all-in-one solution for Farmers to manage their business. The Customer & IT Support Specialist will be responsible for supporting Buyers and Farmers on the platform, troubleshooting technical issues, and ensuring a seamless user experience. Responsibilities: - Respond to Buyer and Farmer chat support - Script, record, and publish Learn Center videos to address common scenarios for Farmers and Buyers - Proactively review sessions to look for common issues and abandoned carts - Create bugs for the engineering team based on findings from reviews and customer reports - Provide product feedback based on common points of confusion or issues with customers - Test the Barn2Door platform as we deploy new features - report bugs and make product suggestions based on your experience - 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 Required Qualifications: - Experience in end-user support, preferable for an eCommerce and/or SaaS platform - A good understanding of CSM metrics and key performance indicators (KPIs) - A passion for training and communicating with customers, and the drive to help them be successful - Excellent communication skills both to engage customers and deliver feedback to your peers and management - Strong technical skills, and a willingness to quickly adopt new skills - A service-oriented, can-do attitude: you are able to stay enthusiastic, positive and focus on the go-forward strategy - Experience with and/or hunger to learn technology and productivity tools, such as G! Suite and Slack, Hootsuite, Squarespace, LuckyOrange and Barn2Door's eCommerce platform - 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 Preferred Qualifications: - Some experience managing a small team - Food or farming domain knowledge and / or a passion for local farms and changing the food system Required Skills: End-user support, eCommerce platform support, SaaS platform support, Customer Success Metrics, Technical troubleshooting, DNS management, HubSpot, Jira, Slack, Stripe, Google Workspace, Bug reporting, Video scripting, publishing, Food, farming domain knowledge Benefits: 10 days PTO, 5 days Sick Leave, 11 Paid Holidays, 100% premium coverage for Medical, Dental, Vision and AD&D (Employee-only), Ongoing training and professional development