> Markdown version of [/jobs/ext/1133752-onboarding-technical-support-specialist](https://www.wearedevelopers.com/jobs/ext/1133752-onboarding-technical-support-specialist). Every page supports `.md` or `Accept: text/markdown`. Links point to the HTML versions so they work for humans too. Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Onboarding & Technical Support Specialist - **Company:** The Local Europe AB - **Location:** United States (Remote available) - **Salary:** $58,240.0 - **Contract:** Permanent contract - **Skills:** HTML, Spreadsheets, Software Documentation, Databases, Issue Tracking Systems - **Published:** July 2, 2026 - **Apply:** https://www.indeed.com/viewjob?jk=db9ef07897492571 ## About the Role * You're a clear, patient communicator. Whether writing or on a call, you can meet customers where they are - even when expectations need a gentle reset. * You care about local food. Our customers are farmers, food hub operators, and market managers. An appreciation for what they do - and the challenges they face - makes you a better partner to them. * You thrive with autonomy. Small teams don't have scripts for every situation. You make good judgment calls and know when to loop in the team. * You're organized and detail-oriented. Multiple customers at different onboarding stages, seasonal peaks, and careful documentation require someone who genuinely sweats the details. * You want to improve things, not just maintain them. When you spot a process, doc, or workflow that could be better, you'd rather fix it than work around it., * Requires a bachelor's degree * Requires experience in customer service, experience in a related technology preferred * Experience working with farms, food hubs and farmers markets is preferred. Other Skills and Abilities * High level of written & verbal communications skills * Technical skills include: Advanced skills in excel & spreadsheet programs, Beginner skills in HTML, web-based database program experience ## Description * You'll own the new-customer experience end to end. Onboarding is the first impression LFM makes after the sale, and you'll shape it. * The work has a natural rhythm. Busy season (late winter through spring) is intense and rewarding. Summer and fall are your time to reflect, improve, and build for the year ahead. * You'll work across the whole company. Our small team means you'll collaborate directly with product and development, and your customer insights will genuinely influence the roadmap. * Travel expenses are covered for headquarters visits or conferences where you represent LFM. Job Responsibilities This position divides its time between proactive onboarding - setting new customers up for long-term success - and responsive technical support for existing customers. A great onboarding experience is the best customer service: customers who start well need less help later. Onboarding (40%) * Create onboarding plans for customers that ensure successful long term adoption by their team. * Assist customers in progressing through the onboarding process in a thorough but efficient way. * Help customers make informed decisions about how best to leverage platform to meet their unique needs. * Conduct group or individual onboarding sessions - ensure customers are prepared for the onboarding session and have actionable next steps after the session. * Work with LFM team members to refine and improve onboarding experience for customers. * Work with LFM team members to meet and exceed onboarding metrics, as measured primarily by customer retention and related factors. Technical Support & Customer Service (50%) * Provide prompt, professional and friendly technical support to customers via support ticket, phone call, or online meetings * Maintain balance of thoroughness and speed in responding to tickets. * Work with customers to recommend ways to utilize system to meet their unique needs * Improve & maintain manual and user documentation as needed * Create and edit documentation for users - including written and video documentation. * Touch base with current customers periodically ensure successful use of LFM and direct them to appropriate resources as needed. * Create and analyze customer surveys, with input from others on team Other (5-10%) * Participate actively in discussions on improvements to system, providing the user and customer perspective. Prepare for discussions with specific examples and advocate for improvements that will help customers. * Work with Services team on process improvement to improve efficiency and increase customer retention. * Work with Development team to ensure prompt resolution of customer issues that require their assistance. * Maintain metrics for support and onboarding activities. * Assist customers with survey design, execution, and interpretation using Survey Monkey. * Assist LFM teams with survey design and execution with surveys using Survey Monkey. * Prepare and Present at Level Up Webinar Sessions (customer sessions designed to introduce them to more advanced or new features). * Provide on-call emergency support coverage on a rotating basis (approximately 1 out of every 3-4 weekends). * Travel as needed to represent LFM at conferences and tradeshows, or to our headquarters. 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