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Director, Customer and Technical Support

Regrow

Regrow

IT, Customer Service
Canada · Remote
Posted on Saturday, May 11, 2024
Regrow is seeking a passionate, customer-centric and innovation-driven leader to join our Customer Success team as Director, Customer and Tech Support. You will be responsible for leading a global team of Customer Product Support Specialists dedicated to providing exceptional proactive and reactive support services for Regrow’s products. You play a critical role in accelerating how we deliver, automate and scale our service for innovative agriculture technology solutions to our diverse customer base!
As Director of Customer and Tech Support, you will build and oversee the development and implementation of strategies to enhance customer satisfaction, resolve technical issues, and optimize product performance throughout the customer journey. In this role, you will have the opportunity to build out new strategies and processes related to customer set up, training, and support by finding automated solutions that can help standardize and scale processes both internally and externally. Your role will involve collaborating with cross-functional teams, including Customer Success Managers, Engineering, and Product to identify areas for improvement and drive initiatives to enhance the overall customer experience.

Responsibilities

  • Lead, mentor, and motivate a team of product support specialists to ensure high performance and customer satisfaction
  • Provide guidance and direction to team members, fostering a culture of accountability, collaboration, knowledge sharing, continuous improvement and growth orientation
  • Set clear performance goals, expectations, and KPIs for the team, and provide ongoing feedback to drive individual and team development Monitor key performance metrics 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
  • Develop and implement strategic plans for support to align with company objectives and customer needs.Identify emerging trends and customer feedback to anticipate future support requirements and proactively address potential issues
  • Provide customer-facing escalation support as needed to meet and exceed customer expectations
  • Proactively gather, share and solution technical feedback and insights to contribute to the continuous improvement of Regrow Ag's products and services
  • Collaborate with sales and marketing teams to ensure alignment between product support strategies and customer acquisition and retention efforts.
  • Evaluate existing support processes and systems to identify opportunities for optimization and efficiency gains.
  • Build and expand offerings both internally and customer-facingImplement best practices and standards for product support operations, including technical set up, training, incident management, knowledge management, and service level agreements
  • Find efficiencies by translating standardized processes into automated ones that can deliver at scale for our API, MRV, and SI solutions
  • Develop and maintain a comprehensive knowledge base, technical documentation, and troubleshooting guides to empower customers and minimize repetitive inquiries
  • Define and monitor key performance indicators (KPIs) to measure team effectiveness
  • Conduct regular performance reviews and quality assessments to identify areas for improvement and implement corrective actions as needed
  • 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
  • Collaborate with product development and engineering teams to communicate customer feedback and drive product improvements closely with sales, marketing, and customer success teams to ensure a seamless customer experience throughout the product life cycle.
  • Develop training programs and resources to equip team members with the knowledge and skills required to effectively assist customers and troubleshoot product issues
  • Stay informed about industry developments and emerging technologies to continuously enhance the expertise of the support team.

Qualifications

  • 5+ years of management experience building and leading technical product and customer support teams in a relevant space (ag tech, climate tech, remote sensing or similar B2B SaaS companies)
  • Demonstrated experience and results in managing, building, and scaling of teams and processes in fast fast-paced, start-up environment
  • Demonstrated track record of problem-solving skills and ability to resolve complex technical challenges and build innovative solutions
  • Customer-centric and ability to connect customer experience with internal opportunities
  • Excellent communication, interpersonal, and problem-solving skills
  • Experience working with cross-functional teams and collaborating effectively across organizational boundaries
  • Proficiency with technical support tools and systems, such as CRM software, ticketing systems, and knowledge bases
  • Knowledge of industry best practices and standards for product and customer support
  • Ability to work with: Google App Scripts, Zendesk, Hubspot, Jira
  • Experience with Agile processes
  • Familiarity or experience with agricultural technology, precision agriculture, GIS, or climate space-related domains is advantageous
  • Passionate about sustainability and regenerative agriculture