Your Key Responsibilities:

• Answer incoming calls from both internal and external contacts (farmers, partners, etc.), providing general information and resolving simple queries.

• Handle basic support queries, such as file imports, login issues, and navigation challenges on the platform.

• Provide more in-depth technical support by troubleshooting platform issues (e.g., browser compatibility, connection problems), proactively resolve those that can be solved through our admin tool and coordinate with internal teams (e.g., developers) to identify possible fixes or workarounds.

• Triage more complex support issues and escalate them to the appropriate internal team members when needed, ensuring proper issue tracking (e.g., via Jira tickets).

• Take ownership of the farmer user journey to effectively support farmers throughout their interactions with the Soil Capital platform and programme, in close collaboration with the Product, Sales, Agro, and Marketing team.

• Develop a strong understanding of internal tools and processes (i.e.Hubspot) to guide team members toward the right resources and best practices.

• Collaborate closely with the Marketing team to create helpful content (FAQs, guides, tutorials) that empowers platform users—primarily farmers—to resolve issues independently.

• Maintain Sales operational processes and workflows and ensure they are carried out consistently throughout the company

Why we need you?

As we continue to grow and support farmers in their regenerative agriculture journey, we’re looking for a dynamic support professional to join our team. You will play a key role in helping our users (mainly farmers) with issues and ensuring they can navigate and make the most of our platform and programme.

Who You Are:

• Support Experience: You have previous experience in a customer support or help desk role, including phone-based support. You’re comfortable engaging with users who may not be very tech-savvy and enjoy being their trusted point of contact.

• Tech-Savvy: You’re at ease in a tech environment and have experience with SaaS tools and platforms like Jira, Intercom, Metabase, and HubSpot. You learn new tools quickly and enjoy helping others do the same.

• Problem-Solving Skills: You enjoy troubleshooting and finding practical solutions—especially for users who may feel less confident using digital tools. You’re tenacious when it comes to seeing issues through to resolution.

• Communication Skills: You communicate clearly and politely in both English and French (Dutch is a plus). You adapt your language to the technical comfort level of your audience, and you practice active listening to understand and respond to user needs effectively.

• Proactive and Organized: You manage multiple requests with ease, know how to prioritize, and consistently follow through. You’re comfortable with complex processes and pay close attention to detail.

• Team Player: You thrive in a collaborative, cross-functional environment—especially with product and tech teams—and you’re motivated by the opportunity to support farmers and contribute to a meaningful environmental mission.

Are you the perfect match?

If you’re tech-savvy, enjoy problem-solving, and have experience in a support role, this could be a great fit for you! You will help us ensure that user issues are efficiently resolved while maintaining a high level of customer satisfaction.