Customer Experience Specialist

Job Title: Customer Experience Specialist

Reports To: Mapping Center Manager

Employment Type: Full Time, Salaried

Manage Others: No 
 
POSITION SUMMARY:

The Customer Experience Specialist plays a critical support role across the FieldReveal software ecosystem. This position is designed to enhance the FieldReveal customer experience by taking ownership of key customer experience and operational tasks. The individual will work closely with internal teams, including Product Development to ensure clear communication, process alignment, and superior support execution.

This role is not expected to immediately become the sole owner of product support but will gradually absorb support responsibilities from an experienced internal resource, ultimately becoming a central figure in customer support operations.

Key Responsibilities:

Collaborate closely with the existing support team to gradually take ownership of product support processes.
Take full ownership of Salesforce support ticket system—including ticket intake, categorization, resolution tracking, and reporting—ensuring an organized, timely, and responsive support workflow.
Serve as a liaison between customers, internal support staff, and the Software Development team to ensure timely and accurate resolution of customer-reported issues.
Conduct root cause analysis on support cases and ensure appropriate documentation, tracking, and resolution.
Write, maintain, and communicate functional specifications, QA test plans, and release notes for internal and external audiences.
Support Product Owner Review (POR) and Quality Assurance (QA) testing initiatives to validate new software features and fixes.
Draft and distribute user-facing communication on product changes, fixes, and feature releases in a clear and professional manner.
Participate in discussions with end users to gather feedback and translate needs into actionable development requirements.
Collaborate with Mapping Center staff to assist with data production and data management tasks as assigned, especially during high-demand periods.
Support the VP of Product Development by managing tactical duties.
 

Skills and Qualifications:

Bachelor’s degree or equivalent experience in agriculture, computer science, business, or related field.
2–4 years of experience in a customer-facing role such as technical support, product operations, or business analysis—ideally within agtech or SaaS.
Familiarity with software development processes and documentation practices.
Strong written communication skills, with experience creating documentation such as release notes, user updates, or functional specs.
Experience with Salesforce or similar CRM/ticketing systems preferred.
Analytical thinking with a focus on root cause resolution and cross-functional collaboration.
Comfortable working with spatial data and precision agriculture concepts (or willing to learn).
Experience in QA testing, case tracking systems, or customer communication tools is a plus.
 

What Success Looks Like:

Becomes a trusted internal resource for support escalation and resolution.
Seamless transition into ownership of the support system and ticketing workflow.
Bridges the gap between product vision and real-world user experience by translating customer feedback into clear, actionable insights.
Establishes strong relationships with both internal stakeholders and end users.
Drives improvements in operational efficiency and contributes to a more agile, responsive team.
 

LOCATION/TRAVEL:

The FieldReveal headquarters is located in Watertown, SD. The Customer Experience Agent must office out of headquarters. Travel up to 20-25% or as needed.

BENEFITS:

401(k) with match after 1 year of employment
Medical insurance
Health Savings Account (HSA)
Dental and Vision insurance
Life Insurance/Long Term Disability 
Paid Time Off
Supplemental Aflac Coverages Available