Customer Support Specialist (BRD-003)

Austin, Texas or Fort Collins, Colorado Customer Support Specialist (BRD-003) Join the team behind the precision livestock network, helping over 6,500 farmers and ranchers manage over 2 million cattle worldwide. You'll build and run campaigns that make farmers, ranchers, and supply chains sit up and take notice of Breedr, shaping how the industry thinks about livestock data and turning complex products into messaging that producers understand. You'll need sharp marketing instincts, a real feel for how farmers think and what they actually read, and the appetite to build something from nothing rather than inherit a machine already running. Based in our Austin, Texas office. Who are we? Breedr launched its Precision Livestock Management app in 2019 and is on the mission to empower farmers, processors and food retailers with tools to produce transparency, traceability, environmentally and commercially sustainable meat, safeguarding the future of their business and plant. It now supports over 2.8 million cattle from 6,500 farms across the UK, EU, US, Australia and New Zealand. We are constantly developing a suite of tools which will help farmers, ranchers and supply chains make better informed decisions improving animal management and animal health to deliver a production base fit for the future. What You'll Be Doing As a key member of Breedr’s US Customer Success team, you will support our growing base of ranchers and cattle producers by delivering exceptional service, driving product adoption, and helping customers get the most value from the Breedr platform. You will be the primary point of contact for our existing customers—resolving issues, improving engagement, creating helpful resources, and ensuring a smooth experience throughout their ongoing journey with Breedr. The ideal candidate is empathetic, resourceful, tech-savvy, and thrives in a fast-paced startup environment. You should have an interest in agriculture, confidence working with data, and a passion for helping customers succeed. Key Responsibilities Support & Grow Existing Customer Relationships Serve as the frontline support contact for customers via phone, email, text, and chat. Provide clear, friendly, and professional responses to customer inquiries. Troubleshoot issues and guide customers through solutions with confidence and empathy. Maintain ongoing relationships with customers through proactive check-ins and touchpoints. Identify opportunities to expand customer value, including additional Breedr offerings such as supply chain programs or cattle trading. Recommend solutions and alternatives that align with customer needs. Escalate complex issues and customer needs to relevant internal teams. Deliver a consistent, high-quality customer experience that drives engagement and retention. Become a Subject Matter Expert in Breedr Software Master Breedr’s platform to provide accurate, comprehensive guidance to customers. Assist the team with spreadsheet work—cleaning, preparing, and importing customer data when needed. Create customer reports based on Breedr data. Record short Loom‑style walkthrough training videos. Develop, update, and improve Help Center articles, in‑app guides, and email templates to support customer self‑service. Identify recurring customer issues and contribute to process and product improvements. Collaborate with product/engineering teams on bugs, feature feedback, and usability challenges. Oversee and Utilize Supporting Software Tools Pendo: Monitor usage trends, flag potential concerns, and build pop‑up guides to support in‑app learning. Shopify: Manage customer hardware orders through Breedr’s Shopify store. HubSpot: Use for responding to support tickets, documenting customer interactions, and maintaining Help Center articles. Day to Day What You’ll Do: Provide empathetic, customer‑centric support tailored to ranchers’ operations. Manage day‑to‑day customer communications with speed, accuracy, and professionalism. Troubleshoot technical issues and guide customers to effective solutions. Document and track customer interactions to support product development and decision‑making. Educate customers on product features, best practices, and new capabilities. Maintain deep expertise in the Breedr platform. Keep the Help Center up to date and continue adding helpful articles, videos, and guides. Bring forward ideas for improving processes, tools, and customer experience. About You At least 2 years experience in tech support or other related customer facing roles and/or in the cattle industry Self‑starter with high degree of problem solving and troubleshooting skills Communicate clearly, concisely, and can engage with others effectively, both in writing and verbally. Works well in a fast‑paced, ambiguous environment and adaptable to change Proficient in Excel/Google Sheets and tech savvy Interest in the beef cattle industry and working with ranchers Hands on experience with Hubspot, Shopify or Pendo a plus, not required Bachelors degree, preferably in business or agriculture preferred or equivalent years experience Ability to do some travel - approximately 3-5 times per year Benefits Competitive salary Health, vision, dental and life insurance - 80% company paid 4 weeks PTO plus most US federal holidays off Well‑being allowance #J-18808-Ljbffr Outsiders Fund