Customer Support Associate - Contractor

Customer Support Associate - Contractor

Headquartered in Berkeley, CA, Bellwether Coffee is a venture-backed start-up working to positively transform the coffee industry by making coffee roasting more accessible and sustainable. Our revolutionary electric, ventless, zero-emissions commercial coffee roaster does not require gas lines or expensive ventilation. It's the most consistent and controllable roaster available, the lowest carbon footprint commercial roaster ever made, and was designed by coffee people who want a better future. Our roasting platform allows Bellwether customers to easily and responsibly source green coffee from incredible coffee farms around the world, expertly roast using artisan-crafted roast profiles, and share fresh, delicious coffee!

We are seeking a highly motivated Customer Support Associate to join our Solutions team at Bellwether's Berkeley HQ. In this role, you will be the first point of contact for customers, handling phone calls, emails, and texts, and ensuring requests are routed quickly and accurately to the right team member. As a Customer Support Associate, you will play a key role in maintaining clear communication with clients and triaging incoming support needs across multiple channels. Working closely with the Technical Services Manager and other team members, you will help streamline responses and make sure issues are addressed promptly. We're looking for someone who thrives in a fast-paced environment, communicates with professionalism and empathy, and always keeps the customer experience front and center. Your ability to answer questions directly or guide inquiries to the appropriate team will be essential to enhancing customer satisfaction and strengthening long-term relationships.

The role requires full-time on-site presence in Berkeley HQ.

Primary Responsibilities:

• Monitor and respond to incoming customer inquiries via email, text, and phone calls promptly and professionally.
• Assist customers with inquiries and support requests regarding our coffee roasting solutions and associated technologies.
• Assess and categorize support tickets based on the nature and urgency of the customer's inquiry.
• Collaborate with the Customer Support team to complete quality assurance on support cases and ensure high levels of customer satisfaction.
• Maintain organized records of customer interactions and support cases on internal communications including Slack, Hubspot, and Shopify.
• Participate in training sessions and continuing education to stay updated on product functionality and customer support best practices.
• Distribute tickets to the appropriate internal teams or channels to ensure timely resolution of customer issues.
• Collaborate with team members to identify trends in customer inquiries and suggest improvements to enhance the customer experience.
• Follow up with customers as needed to ensure their issues are resolved and maintain high satisfaction levels.
• Provide excellent customer service through effective communication, problem-solving, and empathy.
• Support ongoing projects aimed at improving customer support processes and documentation.
• Work with the support team to ensure efficient management of metrics and provide feedback for process improvements.

Qualifications:

• Strong written and verbal communication skills
• Excellent customer service orientation with a focus on customer satisfaction
• Detail-oriented, organized, and self-motivated, with a capacity to work autonomously
• Proficiency in using customer support systems and ticketing software (hubspot); experience with CRM tools is a plus.
• Ability to work collaboratively in a team environment.
• Previous experience in a customer service or support role is preferred, but not required.
• Ability to successfully pass required background and reference checks.
• Eligibility to work in the United States.