Customer Support Specialist

Company overview

Together with landowners, Arbonics is building a new forest economy to scale forest carbon removal and increase biodiversity of European forests. Arbonics was founded in 2022 by Kristjan Lepik and Lisett Luik, and is backed by Taavet Hinrikus, Plural Platform, and Nordic Ninja.

Job summary

We are looking for a Customer Support Specialist to join our team during a period of exciting growth. You will work closely with our Customer Impact Lead to own the customer journey – focusing on onboarding landowners and supporting them through critical verification events.

This is a hands-on role perfect for someone who loves solving problems, is highly organized with data and cares about the environment. You will act as the bridge between our customers (landowners) and our technical teams, ensuring that every project is logged correctly and every customer feels supported.

This position is initially a 6-month fixed-term contract, with the possibility of extension or conversion to a permanent role based on performance and business needs.

Responsibilities

1. Customer Onboarding & Communication

• Own the post-sales journey: Guide new customers through the onboarding process, ensuring they understand the next steps for their carbon projects.
• Proactive outreach: Reach out to landowners to check the status of their project areas, collect missing data points or clarify discrepancies in their files.
• Reactive support: Respond promptly and empathetically to customer emails and calls, resolving their questions or guiding them to the right resources.
• Portal support: Assist customers in navigating our self-service portal and help them troubleshoot basic usage issues.

2. Data Integrity & Operations

• Data management: Gather, verify and diligently log necessary data and documentation into our internal systems.
• Project monitoring: Identify and flag potential issues with customer project areas before they become problems.
• Research: Investigate country-specific project-related questions as they emerge to help update our internal knowledge base.

3. Cross-Functional Collaboration

• Feedback loop: Act as a bridge between customers and the Tech/Verification teams by reporting recurring user pain points or technical bugs.
• Verification support: Assist the verification team by ensuring all customer files are ready and complete for the verification process.

Expected outcomes

• Seamless Onboarding: New customers are onboarded quickly with all necessary data collected accurately.
• High Response Quality: Customer inquiries are handled quickly and "pain points" are flagged to the product team.
• Data Accuracy: Internal systems and customer project files are kept up-to-date and error-free.

Requirements:
• Language skills: Fluency in English and Latvian (both written and spoken) is required. Additional languages are a plus.
• Tech savviness: Proficient computer skills and technical literacy. You should be comfortable using iOS (Macs), Google Workspace, CRM tools and AI tools.
• Attention to detail: You are organized and meticulous. You don't mind digging into data and documentation to make sure everything is perfect.
• Communication: You are a clear communicator who can explain complex concepts simply to landowners.
• Interest in the field: Experience in (or a strong capacity/desire to learn about) voluntary carbon markets, forestry management or AgTech.

Benefits:
• Opportunity to join an early stage, high growth startup
• Base salary + equity (if working full time)
• Flexible work, remote work
• As much freedom and responsibility as you can handle
• Health, training and development package