Inside Customer Support Specialist

We’re looking for a proactive and customer-focused Inside Customer Success Specialist to join our team at Brilliant Harvest to be the bridge between our customers, marketing, and product teams. This role ensures customers are informed, supported, and heard — helping us deliver an exceptional customer experience while driving engagement.

You’ll join a growing team that values curiosity, customer empathy, and clear communication. This role offers an opportunity to shape how we connect with our customers — ensuring every message, update, and interaction adds value and strengthens our brand.

Key responsibilities include, but are not limited to:

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Customer Communication

• Draft and distribute customer communications (release notes, announcements, updates) in collaboration with product and marketing teams.
• Manage SendGrid campaigns for customer communications, ensuring accurate targeting, clear messaging, and consistent branding.
• Monitor campaign performance metrics and continuously optimize communication strategy to drive user engagement.

Customer Support & Feedback Management

• Serve as the first point of contact for customer inquiries, issues, and feedback through HubSpot Service Hub.
• Collect customer feedback and usage insights, and collaborate with Product to inform improvements and bug fixes
• Maintain an organized feedback loop — logging, tracking, and prioritizing customer feedback for review by product and marketing teams.
• Work closely with product management to communicate and prioritize feature requests, recurring issues, and user insights.
• Support onboarding and training by maintaining an up-to-date knowledge base and FAQs.

Customer Engagement & Satisfaction

• Collect and analyze customer satisfaction trends and provide insights to the VP of Marketing and leadership team.
• Identify opportunities (such as using Intercom) to improve communication and engagement touchpoints across the customer journey.
• Collaborate with the marketing team to amplify customer success stories and testimonials.

Marketing Coordination

• Create simple training materials. Develop basic how-to guides, slide decks, and short demo videos to support customer onboarding and feature adoption.
• Support customer-facing content. Draft and update one-pagers or case studies, working with Marketing to keep voice and style consistent with brand.
• Capture stories from the field. Gather photos, quotes, and testimonials from dealers and farmers to share back with the Marketing team.
• Assist with campaign execution. Help adapt and distribute existing dealer-focused programs or co-branded assets provided by Marketing.
• Pitch in at events. Coordinate dealer event needs and provide on-the-ground support with materials and content capture.

Qualifications:

• 2–4 years of experience in customer support, customer success, or communications (preferably in SaaS or technology).Background in marketing, communications, or content creation (comfortable writing copy, building presentations and flatsheets (Canva), capturing content in the field, and leading tutorial/video content). Not a requirement to be a graphic designer, the key is the ability to create a decent draft that can have final polishing done by a graphic designer.
• Experience with SendGrid (or similar email delivery platforms), Intercom and HubSpot CRM/Service Hub.
• Strong written and verbal communication skills with excellent attention to detail.
• Ability to manage multiple priorities in a fast-paced, collaborative environment.
• Passion for customer experience and translating feedback into meaningful action.
• Understanding of heavy equipment (Construction or Agriculture)

Nice to Have:

• Experience creating or managing release notes and customer communications for software products.
• Familiarity with marketing automation, analytics tools, and customer journey mapping.
• Understanding of product-led growth or SaaS business models.

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