Customer Support

The Food Corridor is inviting enthusiastic, A-team players to apply for our fully remote role: Customer Support & Success Specialist.

Looking for a role in the food tech industry that's out of the ordinary? The Food Corridor (TFC) is on a mission to enable efficiency, growth, and innovation in local food by connecting kitchen owners with food businesses in need of commercial kitchen space.

As a boutique software company founded by Ashley Colpaart in 2015, TFC has been empowering kitchen administrators to be more efficient, so they can spend more time doing what they love–supporting local food entrepreneurs. With our innovative cloud-based management solution, we are the shared-use kitchen industry’s primary technology partner supporting the operation of hundreds of incubator, ghost, and commissary kitchen businesses - and thousands of their food business clients.

We're a value-driven, profitable, and sustainably growing startup that is proud to enable efficiency, growth, and innovation in the local food industry.

As the next member of our team, you'll report directly to the VP of Sales & Retention and work closely with our team to provide high-quality, personable customer support, implement and refine our customer retention initiatives, and ensure the success of kitchens on our platform. The collaborative nature of TFC means that you’ll sometimes work with team members from other focus areas (product development, special projects, marketing) as we all work to improve our product and serve our customers. You'll be part of an exceptional team that maintains a high level of trust and values collaboration, curiosity, and exceptional service.

So, if you're ready to join the food revolution and make a difference in the local food industry, please join us

What does the ideal Customer Support & Success Specialist candidate look like?

As Customer Support & Success Specialist, you’ll work to ensure that new and existing customers are wildly successful at using The Food Corridor platform, to make sure the customer experience of implementing and growing with The Food Corridor is friendly, smooth and easy. The ideal candidate is a problem solver and clear communicator, able to grasp the technical intricacies of our software tools and communicate them clearly to clients– in writing, on phone calls, in help articles– so they can successfully utilize the tools we offer. The ideal candidate is also creative and willing to try new things as we implement, learn, and refine our retention strategy, taking the initiative to test a new idea that can support our clients’ success. You’ll also be patient and personable, as the face of our company on the front lines working with clients who need our support. You are also detail oriented, organized, and a master of prioritization, in order to effectively and efficiently manage your work.

To succeed in the Customer Support & Success Specialist role, you’ll be great at the following responsibilities and activities:

• Engaging with customers, handling support, creating and maintaining strong relationships, always channeling the friendly and knowledgeable TFC brand “Gnome” voice
• Helping customers successfully implement our technology and integrate it into their kitchens: teaching, guiding, and facilitating their awesomeness
• Creatively problem-solving, testing, and resolving customer issues via customer support emails, phone calls, texts, and/or chat
• Creating, updating, and maintain self-service help articles and how-to videos in the knowledge base for scalable customer support
• Facilitating and running customer meetings for product implementation, improving product feature use, and problem resolution
• Encouraging feature adoption–and sometimes purchases of additional TFC products–to help make customers more successful. You’ll likely do this in a variety of ways, for example leveraging outbound messages and announcements, product videos, customer surveys, webinars, and one-on-one success and retention calls with clients
• Implementing, evaluating, and improving tactics for customer retention, such as monthly audits of changes in client behavior, direct outreach, client check-ins calls, and formal requests for feedback, to to ensure successful use of the platform and prevent churn
• Creating and implementing customer engagement processes and communication efforts, including noting popular press articles about kitchens; greetings for select holidays, company announcements; kitchen features; welcome packages; etc.
• Capturing, organizing, and sharing information related to customer success and happiness with the team (such as quotes, changes in behavior, changes in churn, and other KPIs)
• Communicate the voice of the customer and provide tangible insights to the VP of Product, VP of Sales & Retention, and Marketing Manager
• Maintaining product expertise and technical knowledge of current products and tools and keep current on industry trends
• Creating and maintaining relevant internal operations documentation for customer support and success activities
• Leveraging technology for efficient and effective completion of work: Intercom, Stripe, Streak, Slack, GSuite, Canva, Mailchimp, Zapier, Facebook Groups, and WordPress

Your Growth

Successful performance in this role can lead to opportunities for advancement and growth within the company, including Product Marketing, Quality Assurance/Technical Product Testing, and more. When you master this role, we’ll help you find something fun to learn with us, next

If you're passionate about local food and excited about the opportunity to continually improve and take on bigger responsibilities, this might be the perfect opportunity for you.

Metrics:

• Customer Support:
  • Respond to customer support inquiries M-F within that business day, or within 24 hours if the inquiry is sent after the work day (with the exception of weekends)
  • See a continued lower ratio of support tickets per # of kitchens
• Client retention and success:
  • Client satisfaction based on feedback, referrals, surveys etc.
  • Increased revenue per customer (upgrading plans, add-on features, ops manual, reports, outreach to optimize software use and feature adoption)
  • Maintain monthly customer retention rate above 95%

What is it like working for The Food Corridor?

Your day-to-day tasks will involve a mix of Zoom standups with the team, addressing customer support tickets, leading customer calls, presenting usage data, optimizing help articles, managing customer subscription matters, educating users on new features, solving complex billing questions, and ideating on new tactics or projects with the team. At TFC, we don't just want you to follow a script. We want you to think critically, communicate effectively, and find creative solutions to help our customers and the company succeed.

As you grow in your role, you'll be expected to solve problems on your own, optimize processes, and implement new ideas. Our team is always here to support you, and we trust that you will equally give back to the team. We're a small company with a big impact, and we're looking for someone who shares our values and is excited to be a part of our journey.

At our innovative food tech startup, our team members consistently rave about the positive and supportive work environment. Here's what some of our team members have to say:

“The best people. Everyone is comfortable and gets along really well. We have diversity and opinions and respect and curiosity and people care.”

“The work environment feels exceptionally healthy. Everyone is committed to their role and is approachable and willing to help one another. I think this stems from the fact that TFC is a small company and everyone is invested in its success.”

“One of the best aspects of the company culture is the chemistry amongst coworkers. The day-to-day support of every employee is fantastic. Every time someone has a question or suggestion in Slack, they will be quickly responded to with a mindful answer.”

“Employees push each other to improve their skill sets and team meetings are always thought provoking, energetic and strategic. Also you can tell how much every employee genuinely cares about and respects each other's work and lives outside of the job.”

“It really is beautiful to work in an environment where we are treated as human beings and not just as a resource, as is the case elsewhere. It's really helpful and productive to be able to work in a team that sees things this way.”

Requirements

The Core Competencies and Requirements you need to succeed are:

• Self-starter: The ability to initiate and complete tasks independently without close supervision.
• Project management skills: The capability to plan, organize, and execute projects from start to finish.
• Prioritization: The capacity to assess the importance of tasks and prioritize them efficiently.
• Intellectual curiosity: A strong desire to learn and explore new ideas and concepts, ask questions, and understand the “how” and “why” in each situation.
• Team player: A collaborative approach that supports everyone's learning and growth, involves active participation, and gives thoughtful appreciation and feedback.
• Quick-study: The ability to quickly understand new information, and technology, and adapt to changing circumstances.
• Detail-oriented: A focus on accuracy and attention to detail in all aspects of work.
• Excellent communicator: The ability to clearly and accurately communicate verbally and in writing.
• Creative problem solver: A natural curiosity when it comes to problem-solving and eagerness to reach a resolution.

Additional Requirements:

• Demonstrated enthusiasm for enhancing local food systems
• 1-3 years of experience in a customer support and success role, preferably at a SaaS company
• Demonstrated ability identifying and seizing new market opportunities
• Experience in marketing and launching new software products is essential
• Exceptional communication skills and ability to people-oriented mindset
• Ability to effectively work from a remote home office, equipped with reliable internet and necessary technology (computer and phone)
• Available during standard business hours
• Must be a resident of the U.S
• Eagerness to contribute significantly to the company's growth alongside our team
• A good sense of humor, honesty, and loyalty are highly valued

Benefits

• The compensation for this full-time position ranges from $45,000 to $65,000 per year, based on prior experience and qualifications.
• A pivotal role in a growing, mission-driven company that helps local food systems become more efficient, innovative, and successful
• Ownership and challenge in your role
• A supportive work-life balance
• An integral part of the company's growth journey
• A collaborative work environment with engaged co-workers
• A small, fully remote team
• A flexible vacation policy
• Retirement plan
• Health care plan
• Stipend for continuing education
• Stipend for home office and technology