Customer Support Specialist

Silo

10h

About The Position

Silo is building modern software for the agricultural supply chain. As a Customer Support Specialist, you will serve as the front line of customer experience, supporting growers, packer-shippers, distributors, and finance teams using Silo’s ERP, payments, integrations, and operational tools. This role is critical to Silo’s customer retention and product quality. You are not just resolving tickets—you are protecting revenue, reducing churn, and feeding real-world insight back into Product and Engineering. You will partner closely with Customer Success, Product, and Engineering to ensure customers receive timely, accurate, and empathetic support while helping Silo continuously improve the platform. This position requires strong technical aptitude, excellent communication skills, and a deep commitment to customer success in a fast-moving SaaS environment.

Requirements

Bilingual: English and Spanish (written and verbal)
2–4 years of experience in: Customer Support, Technical Support, or Help Desk roles SaaS, ERP, fintech, or operations-focused software environments
Strong written and verbal communication skills with the ability to explain technical concepts clearly
Experience using Zendesk or similar support platforms
High attention to detail with strong documentation habits
Ability to work independently while managing multiple priorities

Nice To Haves

Experience supporting ERP, accounting, payments, or supply-chain software
Familiarity with HubSpot (CRM, ticketing, or customer communication workflows)
Experience supporting customers in agriculture, food, logistics, or operations-heavy industries
Comfort working directly with product and engineering teams

Responsibilities

Serve as the first point of contact for customer inquiries across Silo’s product suite
Troubleshoot and resolve issues related to: ERP workflows (orders, inventory, accounting) Payments, billing, and integrations Connectivity, system access, and configuration issues
Clearly document issues, root causes, and resolutions to ensure consistency and knowledge sharing
Escalate complex or high-impact issues to Engineering with clear reproduction steps and business context
Manage all assigned cases in Zendesk, ensuring: Accurate categorization and prioritization Timely updates and clear customer communication Proper resolution documentation
Collaborate cross-functionally to track bugs, enhancements, and technical investigations
Meet or exceed SLA expectations for response and resolution times
Partner with Customer Success to ensure smooth handoffs for onboarding, renewals, and escalations
Relay structured customer feedback, recurring issues, and feature requests to Product and Engineering
Participate in internal reviews to identify trends, systemic issues, and opportunities for product improvement
Assist in creating and maintaining: Troubleshooting guides Knowledge base articles Best-practice documentation for customers and internal teams
Support customer training sessions and occasional on-site visits to analyze workflows and diagnose issues in real operating environments