Product & Customer Specialist 499 views0 applications

Product & Customer Specialist

Part-time (~25 hrs/wk)

Tend

Running a diversified farm is complex. Tend is
making it simpler by helping farm managers streamline their operations. Our aim
at Tend.ag is to build the best software available for organic and diversified
farmers.

Opportunity

Tend’s Product & Customer Specialist is
responsible for working directly with customers, and closely with our PM team.
You will help customers get started and grow in using Tend, answer product
questions, track user feedback, report and escalate issues to engineers and act
as the bridge between our customers and our product design and development
teams. You will also be responsible for coordinating marketing communications
sent our growing customer base. Our office is in Campbell, CA, but remote work
is a possibility.

Responsibilities

  • Respond to all
    customer inquiries in a timely manner (less than 36 hours)
  • Funnel customer
    feedback up to product managers via regular reports on areas of interest,
    ad-hoc meetings, and communication in Slack
  • Become an expert in
    Tend: create help center documentation for key inquiry drivers and video
    tutorials for main feature areas
  • Triage and file bug
    tickets for bugs and enhancements
  • Conduct software demos
    over the computer
  • Organize regular
    product calls with current customers
  • Write, compile and
    send marketing and transactional email campaigns and communications
  • Manage customer email
    lists; segment based on certain attributes or behavior
  • Make updates to
    Tend.ag
  • Work with product team
    to compile and send product updates
  • Maintain a positive
    work atmosphere that strengthens the team
  • Perform other duties
    and projects as assigned

About you

  • Have worked with
    Customer Support and Product Teams
  • Interested in
    technology and agriculture, with an excitement to help influence the future of
    Tend
  • Care about and have
    the ability to deliver a great customer experience
  • Excellent written
    communication skills
  • Empathy for customer
    problems and a desire to help solve them
  • Ability to explain
    complex topics in plain english
  • Knowledge of product
    development cycle and customer support strategy
  • Experience with
    product technology: JIRA, Slack, Intercom, and Zendesk, email marketing tools
    such as Mailchimp/Constant Contact/Sendgrid

Bonus

  • Experience or
    knowledge of farming
  • Experience with
    developing product feedback reporting systems
  • Have worked in a
    start-up environment
  • Skilled at marketing
    copywriting

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 to function in an office environment.

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Tend

Running a diversified farm is complex. Tend is making it simpler by helping farm managers streamline their operations. Our aim at Tend.ag is to build the best software available for organic and diversified farmers.

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