Customer Support Representative

Location: Toronto, Canada

Position Overview

Family Farmers is an online marketplace for Farmers, where farmers from all around the world can easily connect with local consumers. We help Farmers and their families setup their online farm store, understand it, and find local consumers. At Family Farmers, farmers become “Independent”, working directly from their farms or homes. The platform includes a unique farmers portal, where the farmers can manage their produce, list services or even rent their tools and farm space. The platform is in beta, and we are ramping commercialization in 2023.
We are experiencing a rapid influx of farmers on our system, and they often need a helping hand. To make sure our farmers and consumers have a productive and positive experience, we are establishing a customer support team. Individuals on this team will answer users’ questions about farmers needs, assist users in getting what they want, and provide high touch service to help every user find exactly what they are looking for.
The Customer Support Representative position is an opportunity for someone with a background in customer care or agriculture to help more people access our platform, as a part of a fast-growing team that is already beginning to make a difference in farmers’ lives.

Principal Responsibilities

Customer Support Representatives will be responsible for supporting farmers and consumers in their use of the Family Farmers platform. Key activities will include:
Responding to inquiries that arrive through the Family Farmers website or email.
Marketplace questions – how to submit listings, how to setup profile pages, how to access dashboard, and so on.
Technical questions – assisting users through steps of the process,
Documenting consumer interactions to establish a knowledge bank
Documenting system defects (bugs or design errors) when they appear, to assist in continuous improvement of the Family Farmers website
Identifying frequently asked questions (FAQs) to be addressed in the Family Farmers website
Participate in the development and deployment of knowledge systems and farmers relationship management tools for better user engagement
Proactive outreach to Family Farmers subscribers, to assist them in moving through the steps toward setting up their own online farm store and store pages.

Key Selection Factors

A successful Customer Support Representative candidate will possess the following skills and attributes:
At least 3 years assisting individuals in customer care or farmers relations research settings
A bachelor’s degree
At least 3 years assisting individuals in customer care or farmers relations research settings
Experience, or at least domain knowledge, in agriculture and/or food industry is highly desired
Empathy, patience, and positivity
A start-up mindset: genuine interest in working with all parts of the team and flexing to new responsibilities to accomplish goals in a fast-paced entrepreneurial environment.
Email us your resume and cover letter at [email protected]
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