Regrow Ag

USA

Posted on: 20 October 2023

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Manager of Technical Customer Support

Team: Customer Success

Location: East Coast or EU (remote)

Who We Are:

We are a climate tech company committed to reversing climate change. How do we reach this lofty goal? By disrupting the agriculture industry! Founded by globally-recognized innovators in science and ag technology, Regrow is unlocking the power and profitability of resilient agriculture across the supply chain — from growers to global food brands. Regrow combines best-in-class agronomy, soil and carbon modeling, and innovative data collection to deliver customized, site-specific and scalable solutions to the agri-food industry. Our customers are frontrunners in agri-food and ag-tech, ranging from global market operators, project developers, global food brands, and independent farmers. We help partners measure their impact on the environment, model and implement changes that will be environmentally and financially sustainable, and track partners’ progress against sustainability goals. We're backed by leading investors, such as Galvanize Climate Solutions, Microsoft's Venture Fund, Cargill, The Grantham Environmental Trust (NCO), AJAX Strategies, and more, all of whom believe in our vision to change the world through resilient agriculture.

Our Mission:

Agriculture has the power to reverse climate change. We believe science and technology can help us get there. Our goal is to use farmland to cool the earth. We are currently monitoring 200 million acres of land in over 45 countries. This year alone, with just one project, our carbon emissions reductions are equivalent to taking 17,000 cars off the road! We are already on our way to a more sustainable planet.

Job Summary

Regrow is seeking a Manager of Technical Customer Support to lead and oversee a global team of Product Support Specialists (PSS) dedicated to providing exceptional support to our customers across the CPG, Retail, and Agribusiness segments. In this role, you will both manage the Support team and also actively participate in customer interactions to provide an exemplary level of support and share valuable insights. By fostering a culture of technical expertise, collaboration, and customer-centricity, you will play a crucial role in advancing Regrow Ag's mission of delivering innovative agricultural technology solutions to our diverse customer base.

About You

We are seeking a proven leader with relevant SaaS experience and a proven track record of accelerating customer growth and enhancing the customer journey. You are someone who possesses an entrepreneurial spirit paired with an operational mindset, and is passionate about Regrow’s mission and our role in Climate Action.

Role Responsibilities

As a member of the leadership team, you will drive Regrow’s Customer Support strategy, overseeing execution, reporting, and optimization in close collaboration with our Head of Customer Experience. Working closely with cross-functional teams, your role will be pivotal in ensuring that the technical support team delivers timely and effective solutions, resolves complex technical issues, and maintains high levels of customer satisfaction.

Key responsibilities include:

Lead, mentor, and coach a global team of technical support specialists, fostering a collaborative and growth-oriented work environment. Foster a culture of technical excellence, continuous learning, and knowledge sharing within the team.

Set clear performance goals, expectations, and KPIs for the team, and provide ongoing feedback to drive individual and team development.

Oversee the technical support ticket queue, ensuring prompt and accurate responses to complex customer inquiries, issues, and technical challenges. Collaborate with the team to troubleshoot intricate technical issues, offering innovative solutions and ensuring customer satisfaction.

Handle escalated technical concerns, providing expert guidance and ensuring thorough and effective problem resolution.

Continuously assess and enhance technical support processes to streamline operations and enhance the customer experience. Analyze patterns in technical issues to proactively identify root causes and drive improvements.

Develop and maintain a comprehensive knowledge base, technical documentation, and troubleshooting guides to empower customers and minimize repetitive inquiries.

Monitor key performance metrics, such as response times, resolution rates, and customer feedback, to ensure the team meets or exceeds established targets. Generate regular reports on team performance and present insights to senior management, contributing to strategic decision-making.

Collaborate closely with cross-functional teams, including Product, Engineering, and Sales, to address technical concerns and provide input for product enhancements.

Serve as a technical liaison between customer support and other departments, ensuring alignment on customer needs and technical requirements.

Act as a strong customer advocate within the organization, representing customer perspectives and insights in internal discussions and initiatives.

Proactively gather technical feedback and insights to contribute to the continuous improvement of Regrow Ag's products and services.

Qualifications:

Proven experience in technical customer support or technical support, with at least 5 years of experience and a minimum of 2 years in a leadership or managerial role (global experience desired).

Familiarity with agricultural technology, precision agriculture, or related domains is advantageous.

Strong communication skills, able to explain complex concepts to a variety of stakeholders

Proficiency in technical support tools, ticketing systems, CRM platforms, and reporting tools.

Analytical mindset with the ability to derive insights from technical data and metrics.

Exceptional problem-solving skills and ability to handle complex technical challenges.

Desired Qualifications and Soft Skills:

Growth orientation and a bias toward action

Competitiveness, resulting in a strong desire to exceed expectations

Creative ability to go beyond the standard playbook and bring new energy to an essential industry

Experience in a fast-paced environment with a high level of ambiguity

Envision Yourself Here

Does this sound like your dream job? If so, go ahead and apply for the position and we’ll be in touch. We appreciate your interest in Regrow. While it may go without saying once you see the diversity on our current team, we encourage diversity on our team at all levels of the company. We are committed to fostering a diverse, inclusive environment and to encourage these values in everyone on our team. We provide an environment of mutual respect where opportunities are available without regard to race, color, religion, sex, pregnancy (including childbirth, lactation and related medical conditions), national origin, age, physical and mental disability, marital status, sexual orientation, gender identity, gender expression, genetic information (including characteristics and testing), military and veteran status, and any other characteristic protected by applicable law. We believe that diversity and inclusion for people from all walks of life is key to our success as a company.