Customer Support and Quality Manager

Role description:

As a Customer Support and Quality Manager, you will be at the forefront of ensuring our customers receive unparalleled service and support. Your role will be critical in maintaining high product quality standards and fostering strong customer relationships. You will work closely with our development and solution management team to relay customer feedback and ensure our solutions continuously meet the evolving needs of the agricultural sector.

Responsibilities:

• Lead and manage the customer support team to ensure timely and effective resolution of issues and inquiries.
• Collaborate with the product development team to integrate customer feedback into product enhancements and new features.
• Establish key performance indicators (KPIs) for customer service excellence and quality assurance, and report regularly on these metrics.
• Hire, coach and direct support engineers; mentor on support best practices to team members and colleagues
• Oversee the customer feedback loop, ensuring all feedback is acknowledged, analyzed, and acted upon.
• Manage customer satisfaction surveys and implement strategies for continuous improvement.
• Act as a key point of contact for major clients, building strong relationships and ensuring their needs are met with the highest standard of service.

About you-

• Proven experience (at least 3 years) in customer support in SaaS products as well as B2B customers. Experience in the AgTech sector is a great advantage. .
• Experience in managing support remote / distributed workforce
• Excellent leadership and team management skills.
• Strong communication and interpersonal skills, with the ability to interact effectively with a diverse range of clients and cross functional teams.
• Proven ability to improve main KPIs through systematic planning and execution
• Proven experiencing hiring and training Remote working Support personnel
• Fluent / High level of English
• Bachelor’s degree in Business Administration, Agriculture, Computer Science, or related fields.