Customer Champion & Plant Expert

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TYPE OF WORK

Any

SALARY

20,000 to 25,000 base, and up to 30,000 with performance bonuses

HOURS PER WEEK

TBD

DATE POSTED

Nov 24, 2020

JOB OVERVIEW

DISCLAIMER:
Please only apply for this job if you have a genuine interest in gardening, and have good English.

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Hiring a Customer Champion & Plant Expert!

Mini-Farm™ is hiring a dual customer champion & plant expert/gardening expert. Our ideal candidate enjoys gardening and is looking for a stable well paying job that prioritizes happy customers AND healthy employee work-life blend. Bonus if you have experience in vlogging or digital content creation. There is no age or schooling requirement, everyone is welcome to apply!

About Mini-Farm

- We are a high performance digital team selling hydroponic grow kits
- Our founders aim to keep our team small but elite, and very well paid
- We value work life balance and want you to have a rich and happy personal life, with paid vacation days, flexability for your family/friends, and respect for your off time
- We are kind people and only want to work with other kind people with integrity
- We are a high performance team

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As a Plant Expert/Customer Champion on the Mini-Farm team, a typical work day would look like this:

- Daily customer support *1
- Voice the needs of the customers to Product Design team so that we can create better products that help more customers successfully harvest *1
- Voice the pains of the customers to the Grow Guides team so that we can create more understandable & easy to follow grow guides that help more customers successfully harvest *1
- Audit, review & provide feedback on hydroponic grow guides *2
- Answer customers hydroponic gardening questions with simple and understandable answers *2

- Research hydroponic growing topics and distill down into simple understandable explanations *2

- Grow your own hydroponic garden (we will provide funding) *3

While customer support will be the majority of your job, it is very very important that you provide feedback to the team on behalf of the customer. Listen to the customer and understand why they are having difficulties and how we can make it easier for them to successfully harvest. Bonus points if you have experience with:

\- Educating, explaining complex topics simply, emotional support
\- Vlogging, YouTube, TikTok,

Our customer service stack includes:
\- Shopify
\- Intercom
\- Warehouse software (eg Flowspace, Shipmonk, Amazon FBA)

- Youtube/TikTok

The target work hours is 5am - 1pm Manila time (flexible, we can change up the hours).

Our company CEO has been working remotely in Asia on North American time for many years, and understands the difficulties in maintaining a personal/social life while being a working professional. Mini-Farm™ values the happiness of our team members, and we believe that happiness comes from a healthy variety of joys - both at work and in your personal life.



Tasks in Detail:

*1 - Answer customer support tickets & Learning VA software
This will be the majority of your job and is time sensitive reqiuring you to be on alert for. Customer support tickets will come in from a variety of sources (Facebook Messenger, Email, Website livechat, Community Page… etc). You will handle them from a single software called Intercom and Facebook.
Customer service tickets may include questions about shipping times, requests for refunds, or general gardening questions. You will have access to tools to quickly answer and resolve tickets, as well as pre-built template responses (template responses that you will also be responsible for helping create)

Community work involves you moderating our Facebook Community Page and helping answer peoples' questions in public where everyone can see. You must have good English for this (with the assistance of Grammerly)

Most of your performance evaluations will be based on your customer support & community tickets handled. Quantitatively on speed of responses, and qualitatively based on how well you handled the situation and how happy the customer was with your interaction.
Bonuses will also be paid on customer satisfaction.

You will also need to periodically assist with fulfilling customer orders via our warehousing software.



*2 - Be the voice of the customer.
This is an extremely important Upgrade to see actual info is both a listening duty and a content creation duty.
\- Based on customers feedback on our product, suggest ways to improve our product offering so that more customers successfully grow with less effort.
\- Based on customers feedback on our grow guides, suggest ways to improve our grow guides to be more simple, understandable, and enjoyable to read/watch.
\- Take initiative and create step by step pictures & GIFs for our grow guides yourself, without waiting for our Plant Expert content creator to do it.
\- Advocate for the customer, even when the team has said no in the past. If it keeps coming up and you think its important, then it is important. Voice your opinion again so that we can revisit the topic.
\- Help us understand the customer's situation, life, and perspective.



*3 - Take care of your garden
As a member of the Mini-Farm team, you will need to start growing your own hydroponic Upgrade to see actual info’s simple and very fun. We will provide money for you to buy the necessary equipment. You will be expected to take periodic pictures of your gardening progress and upload them to a Google Drive. Bonuses will also be paid out on growing goals. The ideal candidate has lots of indoors and/or outdoor space to grow various different hydroponic grow kits.



About Compensation
The base salary is 20,000-25,000 PHP per month depending on candidate-job fit. The average Customer Champion / Plant Expert earns upwards of 30,000 PHP total per month after bonuses, from customer reception and content creation. We also provide perks such as celebratory lunch/dinner budgets for your loved ones (family & friends), flexible paid time off, and career development training.
You will be paid bi-weekly (once every two weeks).



About Job Experience Requirements
We do not require you to have a University education or lots of job experience, as long as you are passionate, knowledgable, and love learning. Having higher education or relevant experience is a bonus when we evaluate you in the hiring process, but is not a hard requirement.
English proficiency in reading & writing is a hard requirement.


Summary

In summary, Mini-Farm is a company that values the happiness of our customers and team members. We believe that happy staff deliver happiness to customers, and our work-life balance is structured around this philosophy. We are looking for a dependable, eager, and intelligent Customer Champion + Plant Expert to be the voice of our customer and help us deliver better products that drive more customer success in their harvests!

We look forward to meeting you!



HOW TO APPLY FOR THIS JOB

Fill out the application:
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ABOUT THE EMPLOYER

Contact Person: Khan Hu

Member since: July 21, 2020

Total Job Posts: 0

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