Customer Support Associate

Customer Support Associate

Ballerina Farm

Hybrid | Seasonal | Part-time

About Ballerina Farm

A family-run enterprise based in the high mountain valley of Kamas Utah, Ballerina Farm aims to make the world a more wholesome place starting with the soil beneath our feet. What began as a family sharing their farm life and a love for the food raised and grown, has become a worldwide community with aspirations to guide anyone who wants to live a more rooted and intentional life in harmony with nature. Today, initiatives span, content, agriculture, food production, retail, e-commerce, hospitality, and a growing collection of products and experiences inspired by creation, nature, the farm, the growing team, and our friends around the world. We take pride in creating things with intention, quality, and care—from the food we produce to the products we offer and the experiences we create for our customers. At the heart of Ballerina Farm is a desire to share the beauty, simplicity, and richness of farm life with people everywhere.

The Role

We are seeking a motivated and customer-focused seasonal Customer Support Associate to join our team. This role involves providing exceptional support to customers through multiple channels, including email and chat, while working both remotely and on-site. The ideal candidate will have at least 2 years of experience in customer service and be proficient in using Kustomer, Shopify, Skio, Luminous and Redo platforms.

This role is ideal for a customer service professional who thrives in a dynamic environment and is eager to leverage their experience with Zendesk, Shopify, and Redo to enhance the customer experience and support business growth.

What You’ll Do

• Handle incoming customer inquiries via email in a prompt and professional manner.
• Provide accurate product and service information, assisting customers with orders, returns, and account updates.
• Resolve customer complaints and issues with empathy and efficiency, escalating complex cases as needed.
• Utilize Kustomer and Redo to manage customer support tickets and track interactions.
• Utilize Shopify and Redo platforms to streamline order management, returns, and exchanges.
• Maintain detailed and accurate records of customer interactions in CRM systems.
• Collaborate with internal teams to improve customer service processes and resolve issues.
• Meet performance metrics, including response time, customer satisfaction, and resolution rate.
• Stay updated on product knowledge and company policies.

What You’ll Need 

• Minimum 2 years of experience in customer service or a client-facing role.
• Proficiency with Kustomer, Skio, Shopify, and Redo platforms.
• Strong verbal and written communication skills.
• Ability to multitask and manage time effectively in a fast-paced environment.
• Problem-solving mindset with a customer-first attitude.
• Comfortable working in a hybrid environment with flexibility for onsite and remote work.
• High school diploma or equivalent required.

• An associate’s degree or customer service certification is a plus.

• Experience in e-commerce or retail customer service a plus.
• Familiarity with CRM systems and help desk tools.
• Ability to work independently and as part of a team.
• Attention to detail and strong organizational skills.

About the Opportunity

• This is a part-time, non-exempt position
• This is a seasonal position expected to continue through February 1, 2027, based on business needs. Any extension beyond that date will be at the company’s discretion and subject to mutual agreement with the employee.
• The majority of this role will be performed remotely. However, the team is expected to meet in person at least two Wednesdays per month for collaboration, meetings, and other team-related activities.

Ballerina Farm is an equal opportunity employer and is committed to creating an inclusive and respectful workplace for all employees and applicants. Employment decisions are made without regard to race, color, religion, sex, pregnancy, national origin, age, disability, genetic information, veteran status, or any other protected characteristic under applicable federal, state, or local law.