The Food Corridor is inviting enthusiastic A-team players to apply for our fully remote role: Customer Success Champion and Platform Implementation Expert.
Looking for a role in the food tech industry that’s out of the ordinary? The Food Corridor (TFC) is on a mission to enable efficiency, growth, and innovation in local food by connecting kitchen owners with food businesses in need of commercial kitchen space.
As a boutique software company founded by Ashley Colpaart in 2015, TFC has been empowering kitchen administrators to be more efficient, so they can spend more time doing what they love–supporting local food entrepreneurs. With our innovative cloud-based management solution, we are the shared-use kitchen industry’s primary technology partner supporting the operation of hundreds of small to mid-size incubator, ghost and commissary kitchen businesses – and thousands of their food business clients.
We’re a value-driven, profitable, and sustainably growing startup that’s proud to support the local food industry.
Customer Success Champion and Platform Implementation Expert
In the Customer Success Champion and Platform Implementation Expert role, you’ll join our growing rockstar team, reporting directly to the VP of Sales and Retention and working closely with our Sales Development Representative. The collaborative nature of TFC means that you’ll also sometimes work with our CEO, our development team with a VP of Product, 3 senior level engineers, our product design contractor, and our marketing contractor as we all work to improve and grow local food systems and serve our customers.
As Customer Success Champion and Platform Implementation Expert, you’ll work to ensure that new and existing customers are wildly successful at using The Food Corridor platform, to make sure the customer experience of onboarding, implementing, and using The Food Corridor is friendly, smooth and easy.
To succeed in the Customer Success Champion and Platform Implementation Expert role, you’ll be great at:
- Engaging with customers, handling support, creating and maintaining strong relationships, always channeling the friendly and knowledgeable TFC brand “Gnome” voice
- Helping customers successfully implement our technology and integrate it into their kitchens: teaching, guiding, facilitating their awesomeness
- Creatively problem solving, testing, and resolving customer issues via customer support emails, phone calls, texts, and/or chat
- Facilitating and running customer meetings for new product implementation, improving product use and using newly released functionality, and problem resolution
- Encouraging feature adoption–and sometimes purchases of additional TFC products–to help make customers more successful. You’ll likely do this in a variety of ways, for example leveraging the client newsletter, outbound messages and announcements, product videos, customer surveys, and webinars
- Evaluating, creating, and implementing ways to keep our existing customers happy and successful
- Capturing, organizing, and sharing information related to customer success and happiness with the team (such as quotes, changes in behavior, changes in timing to onboard and other KPIs, etc)
- Leveraging technology: Intercom, Stripe, Streak, Slack, GSuite, Canva, Mailchimp, Zapier, Facebook Groups, and WordPress
- Continuously improving and leveling up
The Core Competencies you’ll need to succeed are:
- Self-starter: The ability to initiate and complete tasks independently without close supervision.
- Project management skills: The capability to plan, organize, and execute projects from start to finish.
- Prioritization: The capacity to assess the importance of tasks and prioritize them in an efficient manner.
- Intellectual curiosity: A strong desire to learn and explore new ideas and concepts, ask questions, and understand the “how” and “why” in each situation.
- Team-player: A collaborative approach that supports everyone learning and growing, involves active participation and giving thoughtful appreciation and feedback.
- Quick-study: The ability to quickly understand new information and adapt to changing circumstances.
- Detail-oriented: A focus on accuracy and attention to detail in all aspects of work.
- Excellent communicator: The ability to clearly and accurately communicate verbally and in writing.
- Creative problem solver: A natural curiosity when it comes to problem solving and eagerness to reach a resolution.
What is it like working for The Food Corridor?
Your day-to-day tasks will involve a mix of zoom stand-ups with the team, addressing customer support tickets, leading customer calls, presenting usage data, optimizing help articles, managing customer subscription matters, educating users on new features, solving complex billing questions, and ideating on new tactics or projects with the team. At TFC, we don’t just want you to follow a script. We want you to think critically, communicate effectively, and find creative solutions to help our customers and the company succeed.
As you grow in your role, you’ll be expected to solve problems on your own, optimize processes, and implement new ideas. Our team is always here to support you, and we trust that you will equally give back to the team.
We’re a small company with a big impact, and we’re looking for someone who shares our values and is excited to be a part of our journey.
At our innovative food tech startup, our team members consistently rave about the positive and supportive work environment. Here’s what some of our team members have to say:
“The best people. Everyone is comfortable and gets along really well. We have diversity and opinions and respect and curiosity and people care.”
“The work environment feels exceptionally healthy. Everyone is committed to their role and is approachable and willing to help one another. I think this stems from the fact that TFC is a small company and everyone is invested in its success.”
“One of the best aspects of the company culture is the chemistry amongst coworkers. The day to day support of every employee is fantastic. Every time someone has a question or suggestion in Slack, they will be quickly responded to with a mindful answer.”
“Employees push each other to improve their skill sets and team meetings are always thought provoking, energetic and strategic. Also you can tell how much every employee genuinely cares about and respects each other’s work and lives outside of the job.”
“It really is beautiful to work in an environment where we are treated as human beings and not just as a resource, as is the case elsewhere. It’s really helpful and productive to be able to work in a team that sees things this way.”
Opportunity and Compensation
At TFC we offer:
- A pivotal role in a growing, mission-driven company that helps local food systems become more efficient, innovative, and successful
- Ownership and challenge in your role
- A supportive work-life balance
- An integral part of the company’s growth journey
- A collaborative work environment with engaged co-workers
- A fully remote team
- A flexible vacation policy
- Retirement plan
- Health care plan
- Stipend for continuing education
The compensation for this full-time position ranges from $40,000 to $65,000 per year, based on your prior experience and qualifications.
Your Growth
Successful performance in this role can lead to opportunities for advancement and growth within the company, including Product Marketing, Quality Assurance/Technical Product Testing, and more. When you master this role, we’ll help you find something fun to learn with us, next!
If you’re passionate about local food and excited about the opportunity to continually improve and take on bigger responsibilities, this might be the perfect opportunity for you.
Application Instructions
You must be a U.S. resident to apply for this role. To apply, please send your resume and cover letter that specifically addresses why you’re interested in this role, what previous project or job you’ve had that is most similar to this one, any food system and food industry experience you have, and a platform/company that you believe provides exceptional customer service and the reasons why, to team@thefoodcorridor.com with subject line “Customer Success Champion – [Your Name]”.
Shortlisted candidates will be asked to participate in a team interview, provide relevant work references, and conduct a mock customer “office hours” session or product demonstration.
If you’re ready to join the local food revolution and make a difference in the local food industry, please join us!
