Customer Support Associate

Kegshoe is looking for a friendly and detail-oriented Customer Support Associate in a flexible, contract role to help our customers onboard and leverage the Kegshoe platform to its full potential.

Commitment
10-15 hours per week, with potential for growth. Overlap with Central/Eastern time zone.

What You'll Do
You will play a key role in guiding new and existing customers, proactively solving issues, and providing an exceptional support experience that reflects our commitment to the brewing community.
This is an ideal role for someone who enjoys problem-solving, thrives on clear communication, and wants to be part of a fast-growing company where you can have a real impact on customer satisfaction and retention.

Sample Tasks

1. Respond to customer inquiries: Answer questions about setting up and using Kegshoe's features via email, chat, and phone, while documenting conversations for future reference.
2. Troubleshoot & resolve issues: Investigate user-reported bugs or problems, offer quick resolutions, and coordinate with the development team for more complex fixes.
3. Onboarding & training: Guide new customers through their initial setup, including product demos, best practices, and onboarding sessions.
4. Knowledge base maintenance: Help keep our Help Center up-to-date, ensuring customers can find accurate self-serve support.
5. Gather & share feedback: Collect user insights on feature requests or recurring issues and share them with the product and development teams to improve the platform.
6. Collaborate with team members: Work closely with the rest of the Kegshoe team to ensure consistent messaging and a seamless customer experience.

To Apply
Fill in the application via Workable, and let us know why you want to work at Kegshoe. If possible, highlight your favourite local brewery / craft beverage!

Requirements

1. You have excellent communication skills (both written and verbal) and can confidently answer customer queries in a timely, helpful, and empathetic manner.
2. You're genuinely excited about helping craft breweries succeed and are eager to learn the ins and outs of the industry to become a trusted resource.
3. You're adaptable and can handle varied responsibilities — from troubleshooting technical hiccups to relaying user feedback to our product team.
4. You have strong organizational skills and can manage multiple customer conversations across channels (email, chat, phone) without missing important details.
5. You're looking for a flexible but high-impact role at a company dedicated to supporting breweries around the world.

Benefits
Not applicable for this role.