About us

Headquartered in Berkeley, CA, Bellwether Coffee is a venture-backed, high-growth tech company working hard to positively transform the coffee industry: making it more accessible and sustainable for our planet and our communities. We’re a diverse team of coffee industry veterans, entrepreneurs, engineers, technicians, human-centered designers, and people-focused rule-breakers who have a passion for making the “impossible” a reality.

What we do

Our revolutionary zero-emissions, electric commercial coffee roaster uses clean technology and 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 for coffee roasting. 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 (or create their own), and share fresh, delicious coffee just the way their customers like it.

About you

You are a crucial member of the team. You’re an integrity-driven person who enjoys solving problems, rapidly adapts to change, and thoughtfully shares your progress and ideas with the team. You have a sense of urgency with everything you do without compromising quality and detail. You’re naturally empathetic and deeply committed to the equitable treatment of all people everywhere.

**About the position **

The Customer Support Team Lead will play a crucial role in supporting Bellwether Customers through core service work as well as projects to improve the overall customer experience. They will work closely with CX leadership and our Customer Support Specialists to improve internal processes through project work and QA efforts. We are looking for someone who thrives in a fast-paced and sometimes ambiguous environment.

Bellwether seeks to create an inclusive and dynamic team environment where people of diverse backgrounds, experiences, abilities, and perspectives can thrive and have an impact. This job posting captures what we’re generally looking for in this role, but we more than likely missed attributes or skills you have that could make you a great fit, so if this opportunity speaks to you, we encourage you to apply!

Key Responsibilities – What success looks like

• Handle inbound cases that are sent in via email and phone call, and own any follow-up necessary to provide a full resolution for customers.
• Complete QA on cases managed by Customer Support Specialists.
• Manage and organize metric data used to provide ongoing feedback to Specialists and inform changes in process and SLAs.
• Be the first point of escalation for customers.
• Managing the reporting of Customer Support work.
• Own 2-3 projects at any given time that are centered around the creation, improvement, and documentation of Customer Support processes.

Qualifications

• English fluency and clarity in both written and spoken English.
• Strong customer service and communication skills.
• Detail-oriented, organized, and self-directed with the ability to act in an autonomous capacity.
• Salesforce experience is a plus.
• Ability to successfully pass required background and reference checks.
• Eligibility to work in the United States.
• Ability to travel to Bellwether HQ in Berkeley, CA on at least a quarterly basis for training.*

_We are an Equal Opportunity Employer. We do not discriminate on the basis of race, color, religion, gender, sexual orientation, pregnancy, national origin, ancestry, age, marital status, physical or mental disability, genetic information, medical condition, veteran status, or any other class protected by local, state, or federal law. _