[Hiring] Harvest Expert @Harvest

About Harvest 

Harvest is an industry-leading software company building tools that help businesses thrive. We believe companies succeed by using their time intentionally, and our products support our customers by helping them plan, track, and understand their teams’ time.

Harvest was created in 2006 by two small business owners who were looking for a way to manage and grow their web design agency in New York City. What started as a solution for their own company has since evolved into a business intelligence platform embraced by thousands of professional services firms across the world who share the same drive to grow thriving, sustainable businesses.

Harvest is an independent, profitable company. We don’t have investors, shareholders, or a board of directors. Instead, our main drive is to serve the needs of our customers, so we put them at the forefront of every decision we make.

All of this is made possible by the incredible Harvest team. Our small but mighty workforce sits across 9 countries and 11 time zones, resulting in a rich working environment where diverse perspectives, backgrounds, and opinions inform every discussion and decision. We value self-discipline, scrappiness, and a genuine curiosity to learn from one another.  Motivated by excellence and collaboration, our people are the engine that fuels our success.

Role overview

As an Expert, you’ll spend your days helping our customers make the most of their time by getting the most out of our products. We’re the human face of the company and have a deep understanding of our products and our customers. You’ll also be a critical partner to other teams at Harvest, helping them understand and analyze how our customers use our products and where they’re having issues. To deliver the fast, comprehensive, and personal support our customers expect (and deserve), you’ll need to be thoughtful, curious, and a real stickler for details.

You'll find more details on the role below, but here’s the short version:

• You’ll love this job if you are energetically curious and delighted to help others.
• We’ll love you if you’re a focused, quick learner who’s also enthusiastic, kind, driven, adaptable, and brings a customer-centric mindset to work.

Not to brag, ahem, but this is a really awesome full-time job. The work is interesting, the benefits are great, and your coworkers are all crazy-smart, determined, fun, and kind.

What you’ll do

• You’ll learn the ins and outs of Harvest’s products and are associated apps and integrations through our intensive training program. You’ll become a true Harvest expert (see what we did there?).
• You’ll answer customer questions via email and place a few phone calls for the vast majority of your day. That’s the job, mostly. We maintain an industry-leading average response time, with an emphasis on quality rather than quantity of tickets resolved. It’s troubleshooting, bug investigating, teaching, and rooting on (“I believe in you!”). You may even hop on the occasional Zoom call to help a customer with a sticky question.
• You’ll work alongside our Escalated Support team to figure out thorny problems, and you’ll help our customers through those tricky periods when things don’t work quite right.
• You’ll help build our customer base by using your presentation skills to host webinars for and answer questions from prospective Harvest customers. 
• You’ll be a great human person and treat our customers with sincerity, kindness, and respect.
• You’ll share your unique perspective when asked for it in various team or company conversations and discussions. As a Harvest Expert, your knowledge and insights are immensely valuable!
• We believe growth is important in a career in customer support—as you grow you’ll have the opportunity to pursue support-related projects on the Expert team, including things like partnering with our Product and Engineering teams on feature development or collaborating with other Experts to implement improvements to our team’s efficiency.

What you’ll bring

• You have at least two years of relevant job experience. You don’t need a background in tech necessarily, but past work in a similar customer support role is preferred.
• You’re service-oriented and a patient problem-solver—you see yourself and the customer as being on the same team, are committed to getting them to a solution, and are motivated by how to improve their experience of both our products and our support.
• Your communication style reflects your kind and supportive nature. Listening, talking, and working with people makes you happy.
• Your reading comprehension is strong and your writing skills are flawless. We mean it. You can easily parse the real problem from a jumble of details and then use a savvy writing style and a firm grip on grammar to clearly break down explain, and present solutions for even the most complex problems. 
• You don’t mind doing the same thing most days, but you’re also adaptable and comfortable with change. Trying new approaches, jumping into a project, and taking risks doesn’t scare you.  
• You can de-escalate a tense situation with ease and grace—working through a tough issue or bug with an upset customer not only doesn’t scare you, it’s a challenge you’re eager to take on.
• Your work and productivity are predictable. You are punctual with your shifts, your assignments, your deliverables, and the timeliness in which you help customers\
• You’re curious and perceptive—no detail go unnoticed. You not only help customers but also help your teammates in identifying, tracking, and analyzing trends that help improve the overall productivity and quality of the team. 
• You’re a hard worker who’s comfortable balancing efficiency and quality—you’re always looking for ways to streamline your own work without sacrificing excellence and are comfortable using new tools and looking at data and metrics to help inform improvements.
• For onboarding and training, which takes approximately 12 weeks, you will need to be able to commit to working Monday-Friday from 9am-5pm ET. After that, you’re able to commit to working full-time, SUNDAY-THURSDAY for an 8-hour day (minus lunch) overlapping with 8am-2pm U.S. Eastern Time (i.e. 6am-2pm, 7am-3pm, or 8am-4pm ET would all work!).

Benefits

At Harvest, our compensation consists of three main components:

• A competitive base pay: The salary for this role is $70,500. We aim to pay at the top of the market (informed by third-party data) for all roles
• Individual and company performance bonus plans: We believe in rewarding performance, and Harvesters are eligible to receive an individual and a company performance bonus
• Competitive benefits, including*: 
• 15 days of vacation in your first year, plus company holidays and a week off for winter break; and you’ll get an additional two days per year until you reach 20 days
• 100% coverage of health insurance premiums across our medical, dental, and vision plan offerings for you, your spouse, and your dependents
• A yearly budget for your professional learning and development goals
• A 401k plan with a 6% company match after three months with the company
• 16 weeks of paid family leave to all new parents with the option to use it all at once or throughout the baby’s first year, as well as a virtual platform providing support across fertility, pregnancy, adoption, and through your first year of parenting
• A charitable giving matching program to support your contributions to your favorite charitable organizations
• And much more

* Some of the benefits described are only available to US-based Harvesters. Benefits information for non-US-based Harvesters will be provided to individuals who interview for those roles.

To apply

• Tell us a bit about yourself, why you you’d make a great Harvest Expert, and why you want to work at Harvest.
• Please confirm that you’re able to commit to a Sunday-Thursday schedule and let us know what working hours you are able to commit to (and in what time zone).
• We made five grammatical mistakes or typos in this job post. Let us know what they are!
• Include a response to this customer email as if you’re already an Expert, using your own words:

Harvest has been so amazing for our team! I can't tell you how much time it has saved us since we started using it. One thing that would make it even better, though, would be if my team could see the start and end times for their time entries. Right now, they can only see the total hours they tracked. Thanks for considering this suggestion, and keep up the awesome work! - Trilbe

Do not use AI to answer these questions or only copy-paste from the internet. Not only does customer support involve a lot of writing, we’re also a remote company that relies heavily on asynchronous, written communication. If your writing isn’t strong, this job isn’t for you, and you will struggle here. We don’t want to put you or us in that position.

If you are an individual with a disability and would like to request an accommodation as part of the application or recruiting process, please don’t hesitate to contact us at [email protected].