Product Specialist, Customer Success
Campbell, CA
Full-time
Tend
As a brand of
Spiraledge, we hold a vision of
building tools that enable anyone, anywhere, at any scale to grow good quality food. To that
end, we’ve embarked on a mission to be the number-one tool at helping small scale farm managers
streamline their farming operations, from planning through sales. You’ll be joining a young
company with a passionate team that strives to have a long-term major positive impact on the
food system.
Opportunity
Tend’s Product Specialist is responsible for working directly with customers as well as our
Product Management team. We believe that customer feedback and support has a critical role in
the product lifecycle. You will help customers get started and grow in using Tend, answer
product questions, track user feedback, report and escalate issues to engineers and act as the
bridge between our customers and our Product and Engineering teams. You will also be responsible
for writing and coordinating marketing communications sent to our growing customer base. Our
office is in Campbell, CA, but remote work is a possibility.
Responsibilities
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Respond to all customer inquiries in a timely manner (less than 24 hours during the
week)
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Funnel customer feedback up to product managers via regular reports on areas of
interest, ad-hoc meetings, and communication in Slack
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Become an expert in Tend: create help center documentation for key inquiry drivers and
video tutorials for main feature areas
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Triage and file bug tickets for bugs and enhancements
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Conduct software demos over the computer
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Organize regular product calls with current customers
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Write, compile and send marketing and transactional email campaigns and
communications
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Manage customer email lists; segment based on certain attributes or behavior
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Make updates to Tend.ag
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Work with product team to compile and send product updates
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Perform other duties and projects as assigned
About You
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Have worked with Product and Customer Support teams
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Supberb attention to detail
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Are a systems thinker and have experience developing systems for organizing
information and reporting
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Care about and have the ability to deliver a great customer experience
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Excellent and professional written communication skills
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Empathy for customer problems and a desire to help solve them
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Ability to explain complex topics in plain english
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Knowledge of product development cycle and customer support strategy
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Interested in technology and agriculture, with an excitement to help influence the
future of Tend
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Experience with product technology: JIRA, Slack, Intercom, and Zendesk, email
marketing tools such as Mailchimp/Constant Contact/Sendgrid
Bonus
- Experience or knowledge of farming
- Have worked in a start-up environment
- Skilled at marketing copywriting
Physical Demands
The employee is regularly required to sit, talk and hear frequently; use hands and
fingers to type, write; reach with hands and arms for tasks such as keyboarding, opening
filing cabinets, and some light lifting as necessary to function in an office
environment.
