Customer Success Specialist

Local Line is looking to hire a Customer Success Specialist with previous B2B SaaS experience to join their team This position will be a salaried, full-time role.We welcome candidates living anywhere in Canada but will give preference to those in the GTA/Southwestern Ontario regions.About the jobThe Customer Support/Success team at Local Line boasts a strong customer satisfaction score. We aim to make our customers’ experiences effortless and delightful by solving their problems with an empathetic and efficient approach.Our customers are not your typical B2B clientele, they are mostly farmers who do not work strictly 9-5. Their priorities are growing their crops and running their business, not necessarily learning how to use an online software but that’s where you would come in. You need to be able to be patient, friendly, adaptable and meet our customers where they are at whether they need technical assistance or some guidance on how to market their produce or run their CSA programs online. These are the people that grow our food and we want to make sure we show them understanding and appreciation in every interactionResponsibilitiesBe a product expert.Have strategic conversations with customers about their goals, guiding them to success when using our platform.Answer questions from our farms using email, phone and live chat.Prioritize the urgency of support tickets and respond accordingly.Report technical support issues to the Technical Support Team.Convey product feedback from farms to the Product Team.Maintain detailed customer records in our CRM.Occasionally update our customers’ billing accounts and invoices.Assess and recommend product and process improvements for greater efficiencyAssist in data entry tasks to set up new farm accounts.Other responsibilities as assigned by your manager or teammates.QualificationsA minimum of 2 years experience in a SaaS customer support role where email, phone and live chat were used simultaneously.Ability to learn new technical concepts quickly.Excellent communication skills and excellent verbal and written English.Excellent time management and social skills, essential to managing a variety of support matters and providing amazing customer service.Must be comfortable and confident speaking on the phone.Strong analytical and problem-solving skills.Strong time management skills and the ability to self-motivate and prioritize your workload.Keen attention to detail.Interest in agriculture, technology, and supporting local farms.Positive attitude and experience working cross-functionally with other departments.Must be authorized to work in Canada.Not required but these bonus qualifications will make you stand out:SQL proficiencyExperience working with these software tools: HubSpot, Metabase, Dialpad, Excel, JIRAExperience in a startup environmentIn this role, you’ll have:Competitive compensation.Quarterly bonus opportunities.Hours of work 9am - 5pm EST, Monday- Friday.Three weeks vacation.Ability to work from home.Health benefits.The chance to work with a warm and fun team at a fast-paced startupHiring Process:Pre-screen phone callInterview with our CEOInterview with members of our teamReference checks.OfferWe are fortunate to have an overwhelming number of candidates interested in working at Local Line and we thank you for the time and effort put into your application We will only be reaching out to candidates who we are interested in moving forward and ask that you refrain from contacting members of our team to check on the status of your application.About Local LineWhat started as a niche local food movement has become big business. Local Line offers you the opportunity to work in the middle of one of the fastest growing segments of the food system: local food. Local Line is a B2B SaaS company that is the leading farm-to-fork platform for farms, restaurants, grocery stores, and distributors. We help farms list their inventory online and sell to all kinds of buyers, and we help buyers find the right farms for them to do business with.Why work at Local Line?Local food is the fastest-growing sub-segment of the broader food industry. Consumers are looking for more convenient ways to shop for healthy, locally-produced food and products. While this has been the trend for a while, COVID-19 has caused a dramatic acceleration in demand for local food as people have begun to look for safer, closer-to-home alternatives to the grocery store. The team at Local Line is truly passionate about building a customer-centric company as we seek to help our customers solve some of the most significant challenges they face in all aspects of sales, distribution, and procurement. We have an amazing and dedicated team, and now we are looking to add to our numbers as our business continues to grow. We have a clear vision for the future and a roadmap to execute on. Local Line offers a competitive salary. We are focused on building a diverse and inclusive team. If you’re excited about this role but do not meet 100% of the qualifications listed below, we encourage you to apply and tell us about yourself.------------Local Line is an Equal Opportunity Employer and considers applicants for employment without regard to race, colour, religion, sex, orientation, national origin, age, disability, genetics, or any other basis forbidden under federal, provincial, or local law. #J-18808-Ljbffr