Bilingual Customer Support Representative (Español)

Our Mission at Scythe

Humanity has lost touch with nature - we’ve traded dirt and trees for asphalt, and we rely on loud, polluting, gas-powered machines to care for our limited natural spaces.   Scythe is forging a new future by building intelligent, all-electric machines that unlock a new superpower: the ability to care for the outdoors pollution-free at enormous scale. From today’s first steps in landscape maintenance to full-fledged re-terraforming in the future, Scythe is pioneering autonomous machinery that supports the ingenuity of humans, multiplying our power to nurture our planet.   At Scythe, you’ll work with a team of world-class experts in everything from computer vision to mechanical engineering, pushing the limits of possibility and growing by overcoming hurdles along the way.    The world needs what we’re building—come join us in making it a reality.

Customer Support Representative at Scythe

Scythe is looking for a Customer Support Representative to be front-line support for our landscapers operating M.52 in the field. Customer Support at Scythe facilitates the next chapter in Scythe's journey: ramping from dozens of units to tens of thousands. We've developed an industry-changing machine and have customers knocking down our door for units, so we're looking to scale by adding a dynamic and flexible team member to help us help our customers change how they care for outdoor spaces.

In this role you will triage, troubleshoot, and resolve customer issues as they come in through multiple channels. Additionally, you will work with internal tools to proactively resolve any machine issues before they impact our customer's operation. You'll be expected to work closely with our engineers, manufacturing teams, and customer success groups to ensure we are maintaining an acceptable level of customer support across the fleet.

Our customers operate in multiple U.S time zones, and our customer support operations run from 6am - 8pm Eastern, Monday through Friday. Please note in your application if your preference is for working hours in the earlier or later portion of the day, or if you have flexibility within that time range.

What you’ll do at Scythe  

• Be a relentless internal advocate for the customer within Scythe
• Maintain a deep operational understanding of Scythe M.52
• Remotely monitor a fleet of mobile, autonomous commercial lawnmowers operating in an outdoor environment
• Proactively resolve any issues self-reported by the machines
• Triage and respond to inbound customer support requests as they come in
• Communicate and partner with our Customer Success and Fleet Management teams for any machine logistics and dispatching
• Document and report machine usage information, and surface that information to the appropriate internal teams and team members
• Collaborate with internal teams to create and improve troubleshooting workflows and resolve root cause issues

What you know well / Who you are

• Customer service experience in a high call, chat, or scheduling environment
• English and Spanish fluency, both oral and written.
• Self-sufficient and pro-active: you get things done, learn what you don’t know, and can make data-driven decisions independently, as circumstances require
• An excellent written and verbal communicator: we talk to our customers via chat and voice, and you'll need to be able to quickly get them information in an easy to understand fashion
• Cool under pressure: Our customers are using advanced technology in outdoor environments, and minutes matter to them. You'll need to be flexible and adaptable.
• Comfortable using and updating playbook and knowledge base resources, like Confluence.
• CRM and Ticketing systems like Hubspot / Zendesk / Helpscout / Jira etc.
• Computer savvy - you can quickly learn to use new software and tools. Prior experience within Google Workspace (GMail / Google Docs / Google Sheets), Slack, etc preferred

What you’ve maybe done

• Experience in the landscaping or outdoor power equipment industry
• Experience in remote monitoring or remote troubleshooting environments

Working Environment

This is a hybrid role. Initial training will involve time in the field observing and learning to use M.52 so that you innately understand machine operation and operator behaviors. Initial and ongoing field time may be spent at our Vero Beach FL, Austin TX, or Longmont, CO locations.

Once training and onboarding is complete, the majority of working hours can be done from one of our locations, or remotely, provided that you can confirm reliable, secure, hard wired internet speeds of at least 100Mbs down and 30Mbs up and have a quiet working environment to take calls (i.e. a coffee shop is not a