Freight Farms – Customer Experience (CX) Technical Specialist

About Us:

Here at Freight Farms, we believe that healthy food is a right, not a luxury. For this reason, we are dedicated to making fresh food accessible to anyone, anywhere, any time with a complete platform of products and services — the Greenery™ S, farmhand®, and Client Services — to empower our global community of partners. With this global infrastructure, we aim to revolutionize local access to food for a more sustainable future — not just in terms of the environment, but by also making communities more resilient and secure. Together with our team and network of farmers we hope to build a future-facing and inclusive world.

Job Description:

At Freight Farms, we’re on a mission to transform the global food system through innovative controlled-environment hydroponic farming technology, and our Customer Experience (CX) team is the heartbeat that makes this vision a reality. As a CX Technical Specialist, you’ll be at the forefront of helping farmers around the world operate and optimize their container farm systems, ensuring they achieve success every step of the way. This role combines technical support, customer success, and problem-solving - where your expertise will directly impact the day-to-day success of our farmers and the long-term growth of their businesses.

We’re looking for a creative, solutions-oriented problem solver who thrives in a fast-paced, ever-changing environment. You’ll be responsible for onboarding new farmers, guiding them through every step of starting and running their farms, and solving the unique, often complex challenges that arise when working with innovative technology. If you enjoy learning new technologies, teaching others, and you want to impact the food system - we want to hear from you!

The ideal candidate will possess:

• Excellent problem-solving skills and a tenacious approach to customer needs

• Ability to explain complex processes to customers of varying skill levels and backgrounds

• A desire to learn and get “hands-on” with hardware and software products

• A can-do attitude and ability to follow through on complex requests

• High EQ and ability to communicate with empathy and sensitivity

• Excitement for learning new skills and taking on new challenges

• An improvement mindset, with the desire to learn from challenges and prevent repeat occurrences

Responsibilities:

• Onboard and support new customers as they implement our cutting-edge farming technology, ensuring they are set up for success from day one

• Provide phone and email support to solve operational issues and explain technical concepts in a clear, approachable way, helping farmers feel confident and empowered to use our technology

• Utilize engineering documents, data analysis, and research to find solutions for hardware, software and crop-related issues

• Solve problems by clarifying the customer's issue, determining root cause, providing clear steps to repair, and following up to ensure resolution

• Build and maintain strong, long-term relationships with customers, becoming a technical expert and a trusted representative

• Work collaboratively across departments to solve problems and provide user feedback to Design and QA teams for implementation in future products

• Perform some manual work directly with company products (mechanical, electrical, plumbing)

• Domestic and international travel may be required periodically

Requirements:

• Excellent follow through on initiatives and consistency in communication

• 2 or more years experience in a technical support or comparable technical role OR 5 years working in a non-technical customer-facing role.

• Strong written and verbal communication skills

• Resourcefulness and a willingness to creatively solve problems

• Ability to work backward from a symptom to identify the source of an issue

• Ability to handle multiple projects with varying priorities and management styles

• Data analysis and synthesis

• Commitment to company values

Preferred Qualifications:

• Basic understanding of plant science

• Experience with some or all of the following: hardware and software troubleshooting, reading electrical schematics, plumbing/irrigation systems, wired/wireless networks, programming logic controllers

• Experience in basic IT communications (Slack, Zoom, Google Docs, HubSpot)

• Engineering background strongly preferred

Job Type: Full-time

Pay: $60,000.00 - $70,000.00 per year

Benefits:

• 401(k)
• Dental insurance
• Flexible schedule
• Health insurance
• Paid time off
• Vision insurance
• Work from home

Shift:

• Day shift

Application Question(s):

• What is your experience with Plant Science?
• Describe your knowledge/experience with plumbing/irrigation systems.

Experience:

• Technical support: 2 years (Required)
• non-technical customer-facing role: 5 years (Preferred)

Work Location: Hybrid remote in Boston, MA 02127

Salary : $60,000 - $70,000