Customer Support Specialist

Posted: 27 days ago

Here at Crisp, we value the strength in teamwork, and strongly believe that it’s the key to Crisp’s success. By bringing together bright, motivated creators, wherever they live and work, we are leveraging humanity’s diversity of experience and background in order to understand the challenges facing our food supply, and solve them together. Come join us, and help build the type of business you’d like to be a part of.

We are a socially conscious, distributed team. We give you the opportunity to solve challenges in the global food industry while living where you’re most comfortable and working in areas where you can help foster and grow the community that you are a part of.

We believe in transparency, diversity, merit and fostering a culture of empowerment, personal impact and career growth. As one of our first customer support specialists, your decisions will have an outsized influence on the future of our support organization. 

Signs of a great candidate

  • Collaborative. You know that your colleagues’ perspectives will make our customers successful. Similarly, you use your strengths to help us grow together. You propose ways for us to be more engaged and successful with our customers.
  • Customer focused. Our customers are at the forefront of your day. You prioritize our customers’ voice to ensure their needs are met.
  • Ambitious, curious, and resourceful. You are innately curious, and you aren’t afraid to work hard. You are self driven, you take direction well but are able to be creative to find results on your own when asked. You are driven to succeed because your hard work and results make you proud.
  • Disciplined and reliable. We are a distributed company and you enjoy the benefits of working distributed while consistently delivering what you have committed to. When you hit a snag, you communicate and reset expectations early.
  • Appreciative of honest feedback. You know that the best way to learn and grow is through constructive feedback delivered kindly. You view feedback given to you as an opportunity to get better and strive to do the same for others.
  • Work smarter and harder.  You often identify a problem, create a solution and bring it to a state of completion - with others, or even on your own. You find ways of eliminating or automating stuff that is uninteresting or wasteful.

Signs of a great candidate for a Customer Support Specialist

  • Friendly and eager to help. You enjoy working with people to solve their problems. Whether you’re sending a follow-up email or jumping on an ad-hoc support call, you’re always happy to help. You understand that you are often the face of the company and you appreciate the responsibility that comes with that. 
  • Sharing knowledge.  You proactively share your knowledge by writing public and internal documentation. Your goal is to help future customers solve their problems independently with the help of a thorough and always up-to-date knowledge base. You also help your team and the organization as a whole by sharing your knowledge of customer needs internally via Slack, Productboard, or Notion.
  • Organized and reliable. Your work is crucial not only for the success of our customers, but for the success of many other teams within the company as well. With many people relying on you to be successful themselves, your organization, reliability and consistency are critical. You are comfortable creating your own structure, processes and procedures to ensure that customers and team stakeholders can rely on you.
  • Clear and articulate.  You can clearly communicate with our customers to ensure they are successful with using our product. You help voice the concerns of customers to product and engineering, so they can prioritize product updates and features to meet customer needs.  
  • Third-party tools. We use Zendesk for our service desk and client-facing knowledge base. We also use Notion, Zoom, Fullstory, Slack, Jira and many other third-party tools to ensure our customers get fast, thorough support.  Knowledge of these tools is not a requirement - if you’re willing to learn, we’re willing to help.
  • Start-up mode.  The team is still small and the product is fresh.  You’ll be able to exert a large amount of influence and contribute to decisions that will determine the future of the product and the team.
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