Customer Support Manager

The company where you can make an impact and bring value.

Job Summary:

Greenstone, a Cultura Company, makes innovative, integrated solutions and services for Ag business. This includes business management, commodity management, agronomy, trading, patronage solutions and much more. We are the growth-focused leader in the ag business market.
If this sounds good to you, please take a moment to review our website www.greenstonesystems.com
Job Overview
Greenstone Systems is looking for an experienced, self-driven and Customer Support Manager to join our team! As our Support Manager, you will be responsible for supervising, overseeing, leading, managing, rewarding, and motivating the Tier I and Tier II support teams. Our Tier I team are the frontlines of phone support and crucial for ensuring that work is completed in a timely and efficient manner. Our Tier II support team handles the more complex cases for our customers. The ideal candidate will have experience and passion in the Agricultural industry and understand Ag business.

Job Description:

Key Responsibilities:

• Manage teams ensuring we are meeting customer expectations. .
• Lead a team of resolution consultants providing coaching and mentoring.
• Build a team of expert resolution consultants providing coaching and mentoring. 
• Manage the team’s performance present to upper management and the business.
• Onboard/train new team members so they can contribute to the business quickly.
• Identify and implement process improvements to drive greater customer satisfaction.
• Create a motivating work environment and atmosphere for engaged team members.
• Manage and report on escalations to development.
• Ensure training documents are created and kept current.
• Triages case que to ensure customer satisfaction

Key Skills and Competencies

• The interpersonal attributes to engage, motivate, mentor and coach the team in order to drive results and meet metrics.
• Outstanding interpersonal and customer service skills.
• An analytical mindset with experience of tracking and effectively communicating SLO’s and KPI metrics.
• A strong understanding of customer service & communication, incident management, customer resolution, and customer support best practices.
• Excellent Microsoft Excel and Salesforce skills to track metrics (pivot tables, v-lookups, dashboards, etc.).
• Excellent time-management skills and strong multitasking capabilities, with the ability to meet deadlines.
• Good presentation skills; comfortable presenting to small groups as well as one-on-one.
• Willingness to learn and grow.

Travel:

• Occasionally, travel to certain customer meetings for conferences may be required. Travel will be expected up to 10% as necessary.

Required Education

• Bachelor’s degree in a Business/Management, Accounting, or another technical discipline.

Required Experience

• 3+ years working in a customer call center with 1+ years in a management role

Preferred Experience

• 3+ years in a customer support management role.
• Strong Salesforce skills.

*This is a remote opportunity; can work anywhere in the US*

Note:

The information contained herein is not intended to be an exhaustive list of all responsibilities, duties and qualifications required of individuals performing the job. The qualifications detailed in this job description are not considered the minimum requirements necessary to perform the job, but rather as guidelines. They may vary from position to position.

EOE/M/D/F/V

Worker Type:

Regular

Number of Openings Available:

0