Customer Support Specialist
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Job Description
Customer Support Specialist supporting farmers using BarnTools’ agricultural IoT hardware, mobile apps, and SaaS platform. Troubleshooting issues, managing inquiries, and improving onboarding and customer experience.
Responsibilities:
- Support customers Monday–Friday, 8am–5pm Central, with hours subject to future business needs
- Serve as a BarnTools product expert for the mobile application, web application, and hardware
- Monitor and respond to phone, email, and webchat inquiries using HubSpot and OpenPhone
- Manage inquiries within expected timeframes and escalate through Incident Management channels
- Take inbound orders and communicate shipping updates
- Create customer and internal technical documentation, including Help Center and knowledge base content
- Track customer communications, issues, and metrics using HubSpot and other tools
- Troubleshoot technical problems with the development team and customers
- Analyze customer data and reports to predict issues and engage proactively
- Improve support processes and best practices with the Customer Success team
- Drive adoption through effective customer onboarding, training, and ongoing support
- Support beta functionality through feedback, testing, and customer engagement
- Advocate for customers with Sales, Marketing, and Engineering teams
- Travel occasionally for training, company events, or on-farm activities; expected travel is under 10%
- Report to the Manager of Customer Support
Requirements:
- Undergraduate Degree or equivalent combination of education and experience in a related field
- Preference for degrees in Agriculture, Business, and/or MIS
- 2+ years of Help Desk, Technical Support, Customer Service/Success, or equivalent experience
- English speaking fluency required
- Certifications in Customer Support, Success, and/or Project Management preferred
- Familiarity or background in agriculture preferred
- E-commerce and SaaS-driven Customer Support experience highly preferred
- Familiarity with HubSpot, Jira, and OpenPhone preferred
- Familiarity with Shopify, BigCommerce, Stripe, or similar e-commerce/payment software preferred
- Technical savvy and curiosity about customer processes and challenges
- Solid technical background and ability to instruct non-technical audiences
- Proven verbal and written communication skills
- Proven troubleshooting skills
- Ability to understand complex problems and explain their sources simply
- Ability to complete work on schedule with minimal supervision and prioritize competing demands
- Strong organization and multitasking abilities
- Comfortable working in a startup environment and participating beyond core responsibilities
- Stable internet connection and quiet workspace required
Benefits:
- $500 home office reimbursement
- Computer provided
- Competitive health plans (medical, dental, & vision insurance)
- PTO with untracked vacation/PTO days
- Paid parental leave up to 12 weeks for both Mother and Father
- Paid career development opportunities
- BarnTools swag
- Advancement opportunities based on results
- Work from home and/or from the Urbandale, Iowa office
- Fast-paced work environment where ideas can be acted on swiftly
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