Job Details

About Silo

Help us rebuild the oldest system in the world - the agricultural supply chain

Silo builds technologies which bring efficiency and transparency to the agricultural supply chain. Our modern ERP dramatically increases profits, improves product freshness, and reduces food waste for wholesalers, distributors, shippers, and importers.

We are a highly motivated team of engineers, designers, business and agricultural specialists taking on the challenge of transforming a centuries old industry. We are looking for self-motivated team members who crave a challenge and feel energized to work cross functionally to realize Silo's enormous potential.

Why Silo

We will work hard to make sure your decision to join us is worthwhile and rewarding. You'll learn how a start-up operates and learn skills that will help you at any point in your career. You will be empowered to take initiative and get support to execute an idea from beginning to the end.

Role Overview

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.

Key Responsibilities

Customer Support & Issue Resolution

• 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

• 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

• 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

• Customers feel heard, supported, and confident using Silo
• Issues are resolved efficiently with minimal repeat tickets
• Clear, actionable feedback flows from Support → Product → Engineering
• Support documentation improves over time, reducing inbound volume
• The Support team is viewed internally as a strategic partner, not just a reactive function

• Highly independent, reliable, and accountable
• Calm and professional under pressure
• Naturally customer-oriented with a problem-solving mindset
• Comfortable operating in a growing, evolving startup environment
• Motivated by helping customers succeed and improving systems at scale