Customer Support Specialist at TLNT

A fast-growing consumer brand transforming how people grow fresh food at home is hiring a Customer Support Specialist to help users get the most out of their hydroponic gardening systems. From first-time growers to seasoned home chefs, you’ll be the go-to resource for troubleshooting, product questions, and growing advice.

We’re looking for a dedicated Customer Support Agent to deliver best-in-class service to customers across all support channels. You will be the face of the brand, ensuring every customer interaction is handled with care, professionalism, and efficiency. This role requires a proactive, empathetic communicator who is comfortable with tech platforms and thrives in a fast-paced environment.

This is an exciting remote opportunity for someone passionate about sustainability to contribute to transforming the way people connect with their food while working for a US-based company.

What You’ll Do

• Customer Interaction and Support:
• Provide timely, empathetic support to customers via email, SMS.
• Troubleshoot and resolve customer inquiries, offering creative solutions and escalating complex issues when necessary.
• Maintain a deep understanding of our products, services, policies, and systems to effectively assist customers.
• Advocate for the customer internally by providing feedback and insights to improve the customer journey.
• Platform and Technical Expertise:
• Utilize customer service platforms like Kustomer and Shopify to manage tickets and customer records accurately.
• Leverage macros, internal knowledge base articles, and AI/automation tools to streamline workflows and deliver consistent responses.
• Identify opportunities to improve processes or suggest content updates for our internal and external FAQs.
• Quality and Efficiency:
• Meet or exceed individual performance targets, including first response time, resolution time, and customer satisfaction scores.
• Participate actively in team meetings, training sessions, and quality coaching sessions.
• Adhere to internal quality standards for written and verbal communication across all channels.
• Continuous Improvement:
• Stay up to date with new products, system updates, and policy changes.
• Proactively contribute ideas to improve the customer experience and internal workflows.
• Support team initiatives around customer engagement, product feedback collection, and retention strategies.

KPIs and Expectations:

Agents are expected to maintain the following minimum standards:

• CSAT: 85%+ across all channels
• First Response Times: Email: < 12 hours
• Full Email Resolution Time: < 24 hours
• Ticket Quality Score: +85% based on internal QA program.
• Knowledge Base Usage: Actively utilize and suggest updates to support documentation

What You Need

• 1+ year of experience in customer support, customer success, or a similar role.
• Exceptional written and verbal communication skills in English, with a warm yet professional tone.
• Strong problem-solving skills with a customer-first mindset.
• Comfortable working in multiple systems simultaneously (experience with Kustomer, Shopify, or other CRM platforms preferred).
• Highly organized, accountable, and self-motivated.
• Tech-savvy and quick to learn new tools and processes.
• Bonus Points For:
• Experience working in a remote customer support environment.
• Familiarity with Google G-Suite.

Salary & Perks

• Competitive salary.
• This is a full-time, long-term position.
• The position is immediately available and requires entering into an independent contractor agreement with TLNT.
• Work from home.
• Monday through Friday, 8 am to 5 pm (+/- 2 hours accepted) – PST.
• Additional perks.

The next step will take you to an application form that requires you to answer some questions and upload your resume in English. Please answer completely so that we can get to know you better.