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Tend Customer Support

Tend.com is a SaaS platform aimed at helping small-scale farmers manage their farm operation. Our platform allows the farmer to create a profitable crop plan, execute the plan, and sell products all from one place. We enable the farmer to keep track of every activity so that they can apply for and keep organic certification with a click of a button. Tend is an all-in-one platform that allows farmers to plan their crops, keep records, manage daily operations and track sales, all in a user-friendly platform available on any device connected to the web. Our customers praise Tend as the best crop planning software on the market! Similarly, we feel we have the absolute best customers who remain enthusiastically engaged in the development process and without them we wouldn’t be where we are today. Read more about us at www.tend.com

Tend Customer Support

Part time | Location: Remote | Brand: Tend

Reports to: Director of Product, Customer Experience & Growth

OVERVIEW

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.

BENEFITS 

  • Food: Tend has an affiliated farm called Rancho Soquel in Santa Cruz, California. You have access to a free weekly Organic CSA box when the fields are producing. 
  • Location: This position is remote, so skip the commute and hit your deadlines from home. 
  • Flexibility: We understand that life does not always work around the 9-5pm work schedule. We offer flexible hours and prioritize healthy outdoor activities, as well as family time. This position is part-time, with the possibility for full-time for the right candidate. 
  • Wellness: We are affiliated with Everyday Yoga and SwimOutlet. Enjoy discounts on the products offered in these stores and a pro discount on many other top gear companies. Enjoy access to online yoga classes and more.  

WHO YOU ARE

To be seriously considered for this role, please have the following in regard to:

  • 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 

Physical demands

The employee is regularly required to sit, talk and hear frequently; use hands and fingers to type, write; reach with hands and arms for tasks such as keyboarding, opening filing cabinets, and some light lifting as necessary.

Equal Employment Opportunity Policy

Spiraledge 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.

More About Us 

We’re a small startup that’s passionate about building tools to help small scale farmers grow quality food and run successful farming businesses. We started Tend with farmers in mind, and are proud to have team members who’ve farmed throughout the world. We’re also fortunate to have a first-class technology and engineering team who’ve spent many years working in startups and larger tech companies. Most of all, we're proud of our close relationships with the small scale farmers who use Tend to manage their farm.

Our Mission

Tend strives to support an ecosystem of good food. 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 make it easy for everyone to have 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.

Read More

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