Roaster & Producer Support Specialist

How to Apply

We don't believe in cover letters, instead we have prepared a set of questions that will help us to get to know you better. Make sure your updated CV is ready for upload, as it's required in the last few steps of the application form.

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About

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At Algrano, a tech-focused coffee startup from Switzerland, we are on a mission to reshape the global coffee trade. We are driven by an ambitious goal: to revolutionize the age-old coffee trade industry, making it both transparent and digital.

Via Algrano's online marketplace, coffee producers can effortlessly promote and sell their coffees directly to roasters in Europe and the USA, without any logistical hassles.

Honored with the Best Innovation award by the European Coffee Industry Association at our 2015 launch, we currently serve over 1,000 sellers and roasters globally. With the support of a robust investor network, our vision is to become the premier platform for direct coffee trading globally.

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The Role

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As a Roaster & Producer Support Specialist in East Africa, you'll be the go-to person for roasters and producers using our Marketplace. Your role is all about making sure their experience is smooth and enjoyable by answering their queries about our platform while pro-actively helping producers to manage their inventory. You'll be a key part of our Product team, helping to improve our Marketplace and the overall online experience for our customers.

Your Key Responsibilities

Supporting Roasters: You're the frontline hero for our roasters. Whether it's through live chat (European time zones) or email, you’ll provide prompt and effective support. Closely collaborating with other teams such as Sales or Logistics, you'll give comprehensive answers to specific questions. You're also in charge of helping new roasters get on board and ensuring that their concerns are resolved quickly.

Empowering Producers: You’re the go-to partner for coffee producers when it comes to inventory management, pro-actively encouraging them to keep their offerings fresh and in sync with demand. In collaboration with the sourcing team, you’ll help them keep their listings up-to-date, monitor samples, and ensure everything’s set for smooth orders. By staying on top of the latest offers and inventory, you’ll make sure producers are always ready to connect with roasters.

Enhancing the Marketplace: You’re the voice of our users—both roasters and producers. By tuning into their feedback and experiences, you’ll play a key role in shaping our Marketplace. Working alongside the Product team, you’ll help us keep improving, making the platform even more intuitive and effective for everyone involved.

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Your Profile

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Are you passionate about coffee and skilled in customer-facing roles? We're searching for someone like you to join our team. Here's what we're specifically looking for:

Key Elements You'll Bring to the Role

• Comprehensive Coffee Expertise: You bring a well-rounded expertise that covers every stage of the coffee journey—from production and quality management to the intricacies of global logistics, including contracting and Incoterms. Your knowledge extends to brewing methods, giving you a comprehensive understanding of coffee from farm to cup. Your expertise will be central to your role, helping you connect genuinely with roasters and enhancing the support you provide.

• Customer-Facing Experience: You have a solid background in customer-facing roles, ideally with 2 - 5 years of work experience, and are skilled in addressing inquiries, solving problems, and ensuring customer satisfaction. Your experience has sharpened your ability to empathize with and effectively respond to customer needs.

• Tech-Savvy with Data Analysis Skills: You’re comfortable with technology, adept at using customer support tools such as Hubspot or Zendesk, and have a good grasp of data analysis to enhance customer experiences.

• Strong Communication Skills: Your communication skills are exceptional, both in writing and speaking, essential for engaging with our global customers and team members. You are fluent in English. Proficiency in additional languages such as French, Spanish, or Portuguese is a plus.

• Highly Independent and Proactive: Self-motivated and initiative-driven, you’re a natural at identifying opportunities for process improvement and enhancing customer satisfaction.

• Based in a Coffee-Producing Country in East Africa: You live in an East African country known for coffee production, offering a unique perspective from the origin. Equipped for remote work, your hours will align with African and European time zones.
   

Why work for Algrano
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This role is more than customer support; it's about being a vital part of a community that's transforming the coffee trade. Your efforts will directly impact our users' experiences and contribute to the growth of Algrano.

What we have to offer:

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• Cultural Diversity: Be part of a diverse team with a variety of cultural backgrounds and skills.
• Career Growth: Opportunities for ambitious team members to take on new challenges and responsibilities.
• Algrano weeks in Europe: occasional travel to Switzerland for in-person team gatherings
• Well-deserved Time Off: Enjoy 5 weeks of holidays per year to recharge and pursue personal passions.
• Impactful Mission: Join a movement to transform a centuries-old industry and empower coffee growers globally.

We are a company aiming to enhance diversity and inclusivity at all levels. For this reason, we encourage all those meeting the job requirements to apply, regardless of gender, nationality, or other demographic indicators.

Ready to join a team where your work makes a real difference in the coffee industry? Apply now to become a key player in our journey!

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