Manager Of Technical Customer Support

We are a climate tech company committed to reversing climate change. How do we reach this lofty goal? By ushering the agriculture industry into the new era!

Founded by globally recognized innovators in science and ag technology, Regrow is unlocking the power and profitability of resilient agriculture across the supply chain - supporting industry leaders, from growers to global food brands. Regrow combines best-in-class agronomy, soil and carbon modeling, remote sensing and AI to deliver customized, site-specific, scalable solutions to the agri-food industry.

Our customers are frontrunners in agri-food and agtech (Cargill, General Mills, Nutrien, Unilever), 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), TIME Ventures, Main Sequence Ventures (MSEQ), and more, all of whom believe in our vision to change the world through resilient agriculture.

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 1.2B acres of land (10% of global arable land). 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.

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.

What you will do

• 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.

Minimum 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