About Local Line

Local Line is building the future food supply chain.

We are the leading commerce platform connecting farms directly to restaurants, grocery stores, and distributors. Our software powers thousands of farms across North America and beyond, helping them sell more efficiently, streamline operations, and build stronger relationships with their buyers.

Today, Local Line is used by some of the most forward-thinking food businesses in the world, including Chipotle and Sweetgreen, along with hundreds of independent farms, distributors, and regional grocers.

At our core, we believe that the future of food is more transparent, more local, and more connected. We’re building the infrastructure to make that possible.

About the Role

We’re looking for a Customer Support Specialist to join our Customer Success team. This is a front-line role working directly with farms using Local Line every day. You’ll help farmers navigate the platform, solve problems quickly, and ensure they have a great experience running their business on Local Line.

This role is critical to our mission. The work you do will directly impact a farmer’s ability to operate efficiently, serve their customers, and grow a more profitable business.

You’ll report to the Head of Customer Success and work closely with our Technical Support, Product, and Onboarding teams.

Responsibilities

• Respond to customer inquiries from farms via email and live chat
• Prioritize incoming support tickets based on urgency and impact
• Troubleshoot issues and escalate technical bugs to the Technical Support team
• Communicate product feedback and recurring issues to the Product team
• Maintain detailed and accurate records in our CRM (HubSpot)
• Identify opportunities to improve support processes and internal workflows
• Assist with data entry and setup for new farm accounts
• Collaborate with the Onboarding team to provision and launch new accounts

Qualifications

• 2+ years of experience in a customer support or customer-facing role
• Excellent written and verbal communication skills in English
• Strong time management and organizational skills
• Ability to manage multiple conversations and prioritize effectively
• Strong problem-solving and analytical thinking
• High attention to detail
• Positive, team-oriented attitude
• Interest in agriculture, food systems, or technology

Working Model

• Remote (Canada-based)
• Must be available during PST working hours (9:00am–5:00pm PST)
• Occasional early morning or evening work may be required

How Success is Measured

• Customer Satisfaction (CSAT) score
• Ticket response time
• Average responses per closed ticket

Growth Opportunities

This role is designed as a strong entry point into the Customer Success organization. Over time, you may have the opportunity to grow into:

• Technical Support
• Customer Onboarding
• Account management for large restaurant and grocery customers

Why Join Local Line

You’ll be working at the intersection of food, agriculture, and technology, helping build a more resilient and efficient food system. Every conversation you have with a farmer matters. The support you provide helps them save time, reduce friction in their operations, and ultimately run a better, more profitable business.

How to Apply

Please submit:

• A short cover letter explaining why you want to work at Local Line
• Your resume
• A link to your LinkedIn profile

We are fortunate to have an overwhelming number of candidates interested in working at Local Line and we thank you for the time and effort put into your application! We will only be reaching out to candidates who we are interested in moving forward and ask that you refrain from contacting members of our team to check on the status of your application.

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Local Line is an Equal Opportunity Employer and considers applicants for employment without regard to race, colour, religion, sex, orientation, national origin, age, disability, genetics, or any other basis forbidden under federal, provincial, or local law.