Onboarding & Technical Support Specialist

Full-time  •  Remote Options  •  Pacific Time (approx. 8:30am–5:00pm PT)

Why You’d Want to Work Here

Local Food Marketplace builds software that powers farms, food hubs, and farmers markets across North America. We’re widely considered the market leader in this space, and we got there by caring deeply about the people we serve.

We’re a small, tight-knit team, which means your work has real visibility and real impact. You’ll have genuine autonomy over how you do your job, and we want your ideas on how to do things better. If you’ve ever wanted to work at a mission-driven company where your daily work connects directly to the health of local food systems — this is that place.

A few things that make this role distinctive:

• 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. Travel expenses within guidelines will be reimbursed.

Our Ideal Candidate

You don’t need to check every box, but here’s who tends to thrive in this role:

• You get genuine satisfaction from helping people succeed with technology. You know the difference between answering a question and actually solving a problem — and you default to the latter.
• 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.

Qualifications

• 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

Compensation & Benefits

• Starting at $28/hr ($58,240/year), adjustable based on experience
• PTO and paid holidays
• SIMPLE retirement plan with employer matching
• QSEHRA health insurance stipend
• Preference for Eugene, OR (HQ), or remote considered for the right candidate

How to Apply

• Applications close July 5, 2026. Interviews will begin the week of July 6.
• Submit your resume and cover letter to jobs@localfoodmarketplace.com.

Local Food Marketplace is an equal opportunity employer.