What are the responsibilities and job description for the Support Content and Training Specialist position at brevillesage?
BRG is a manufacturer of high-end domestic appliances with emphasis on innovation and cutting-edge technology. Within BRG, there is a sub-set of high-end coffee brands, namely Baratza & LELIT, that make up the Specialty Coffee Business Unit (SCBU), with a head office located in Seattle, WA.
The BRG Specialty Coffee support team is known for providing people-focused care, the foundation of our renowned customer experience. Our goal is to enable customers to resolve any trouble they are having with their grinder or espresso machine quickly, so they can get back to brewing great coffee. Our vision is to create a team where anyone who encounters us feels genuinely cared for, and each member is essential to making that a reality.
The Support Content Specialist plays a central role in making that vision possible. This role blends frontline customer support with behind-the-scenes work that keeps the team running well. The primary focus of the day-to-day responsibilities involve handling customer inquiries and escalations directly, with the remainder focused on the content, systems, and training work that equips the broader team to do their best work. It is well suited to someone who is equally comfortable helping a frustrated customer and building the documentation or processes that help their teammates do the same.
Salesforce Knowledge & Support Content
- Own the creation, maintenance, and continuous improvement of Salesforce Knowledge articles, ensuring content is accurate, accessible, and useful to both agents and customers.
- Maintain the external Support Hub under the guidance of the Customer Support Manager, keeping published content current and well-organized.
- Develop and maintain a library of support email templates and response guides.
- Collaborate with the support team and product teams to identify content gaps and prioritize new articles or updates.
- Ensure all support documentation follows established BRG guidelines and best practices.
Training & Onboarding
- Develop and maintain a structured onboarding program for new support team members, covering team processes, workflows, and the tools and systems they will use day to day.
- Coordinate with the product service team to schedule and facilitate hands-on technical training for new team members.
- Deliver systems training to the broader team, ensuring everyone understands how to correctly use Salesforce and other platforms in the tech stack, including updates and new integrations as they roll out.
- Deliver support training to global Baratza teams and BPO partners with oversight from the Customer Support Manager, covering product knowledge, support processes, and brand standards.
- Regularly evaluate skill gaps across the team and define recurring training needs to ensure consistent performance and development.
Systems, Operations & Technology
- Stay current on CRM updates, new integrations, and system developments, and ensure the team is trained and equipped to take full advantage of changes as they roll out.
- Create, maintain, and refine standard operating procedures to keep team processes clear and consistent.
- Monitor day-to-day system performance and flag any issues or irregularities to the appropriate teams in a timely manner.
- Contribute to ongoing reporting on key support metrics including contact volume, wait time, handle time, complaint codes, and TrustPilot.
- Handle routine order approvals in Salesforce.
Customer Support
- Provide exceptional support to customers by phone and email.
- Serve as an escalation point for complex or sensitive customer situations, handling cases that require deeper product knowledge or judgment.
- Monitor and respond to public customer reviews, ensuring timely replies and following up directly with customers when a review indicates an unresolved issue or requires further attention.
- Process support orders through Salesforce.
- Maintain a thorough understanding of all SCBU products, including Baratza grinders and LELIT machines, to provide accurate and confident support.
- Communicate relevant customer feedback and observed trends to the Customer Support Manager.