Customer Support Manager

Job Description:

The Customer Support & Success person will support the customer's full lifecycle by being actively involved in all phases of their journey with Agwa.

The CSM will assist the customers with any kind of problems - technical, agronomical, operational - when using Agwa’s product and service.

The CSM will be fully customer-centric and committed to providing an excellent, value-focused customer experience.

The CSM will work closely with Product and BizDev to drive value realization and outcomes throughout the customer lifecycle.

The CS will create support processes and flows for new types of customers, write the playbooks and guide Agwa’s partners support representatives.

Responsibilities:

• Keep our customers always happy and satisfied
• Provide top class support and customer experience
• Resolve customer queries, recommend solutions and follow up until final resolution
• Guide users through features and functionalities such as onboarding, maintenance and ongoing activities
• Create and write support playbooks for partners and guide them through the tools and processes

Your Experience & Skills:

• Experience - 3+ years as customer support or customer success
• Excellent communication and problem-solving skills
• Superb written and verbal communication skills
• Positive attitude, empathy, and high energy
• Strong team player; thrives in a multi-tasking environment
• Ability to take initiative and adapt
• Patience when handling tough cases
• Tech oriented and fast learner
• English - High proficiency a Must
• Relevant diploma - an advantage