Customer Support Advocate

Smartwyre; United States; Remote; USD 45,000 - 65,000; Full time

Job summary

Smartwyre is seeking a Customer Support Advocate who will engage with customers to resolve inquiries and enhance their experience with our B2B SaaS platform. This role requires strong communication skills, adaptability, and a commitment to customer service, ideally suited for someone with at least a year of experience in a similar position.

Benefits

Private Health (UK - BUPA) / Competitive Health Insurance (US)

Short Term / Long Term Disability Cover (US)

Critical Illness and Income Protection (UK)

Self-directed PTO

Flexible Work Location

Flexible Hours

Qualifications

• No less than 1 year of work experience in a customer-facing support role.
• Proactive problem solver with strong critical thinking and conflict resolution skills.
• Experience in dynamic environments and able to adapt quickly.

Responsibilities

• Provide exceptional customer service via email, chat, and phone.
• Stay updated on new Smartwyre products/features to communicate effectively.
• Collaborate with team members to influence product development.

Skills

Customer service

Critical thinking

Problem solving

Conflict resolution

Adaptability

Job description

Founded in 2018, Smartwyre is a venture-financed SaaS business delivering enterprise software to large agricultural businesses, operating in a $400 billion global industry. With an estimated 5 million farmers and over 5,000 distributors globally, Smartwyre works across the agricultural supply chain, from large corporations to local farms. Presently, we work from the United States, United Kingdom, Europe, and South America.

We are building a B2B SaaS platform to network together the commercial operations of the companies that supply the world’s farmers with seeds, fertilizer, chemicals, and services, with their target markets being the United States, Europe, and LatinAmerica. Weaim to first offer SaaS applications to solve key commercial pain points (pricing, costing, quoting), then network these companies using a common data platform (transactional data exchange, product information publication, people networking, and user analytics), and finally empower the network to facilitate new business model amongst network participants.

About the role

• As a Customer Support Advocate, you’ll be a member of our Customer Support team working directly with Smartwyre customers to address customer questions and resolve issues. You’ll work directly in our software as the primary resource to help customers configure and user our software effectively. You’ll use your technical knowledge and curiosity to help solve problems and manage processes that lead to effective customer outcomes.
• Location: United States, Remote (preference for Denver, CO, Raleigh-Durham, NC, Minneapolis, MN)

What you'll do

• You will provide exceptional customer service by interacting with Smartwyre customers to resolve inquiries via email, chat, and phone.
• You will stay up-to-date with new Smartwyre products/features and be able to consistently communicate these updates to customers ensuring exceptional customer experience.
• You will be able to perform your duties in a fast-paced environment, being adaptable to change in order to promptly resolve customer issues.
• You'll need to grow your critical thinking skills and your knowledge to effectively respond to more advanced customer inquiries.
• You will work collaboratively with all team members across the company in order to influence product development.

Experience

• No less than 1 year of work experience, preferably in customer-facing support role
• A proficient teammate, ready to wear multiple hats, inspire those around you, and work collectively while priding yourself in maintaining a professional brand and image.
• A proactive problem solver with incredible critical thinking skills, comfortable with a role heavy in customer interaction for a minimum of 24 months.
• Conflict resolution skills and a personality that thrives in a dynamic environment.

Private Health (UK - BUPA) / Competitive Health Insurance (US)

Short Term / Long Term Disability Cover (US)

Critical Illness and Income Protection (UK)

Self-directed PTO

Flexible Work Location

Flexible Hours

Professional Services & Customer Success