Regrow Ag is hiring a
Director, Customer and Technical Support in Canada

Summary

Regrow is seeking a customer-centric and innovation-driven leader to join their Customer Success team as Director of Customer and Tech Support. The role involves leading a global team of product support specialists, developing strategies for enhancing customer satisfaction, and collaborating with cross-functional teams to identify areas for improvement. Responsibilities include mentoring the team, setting performance goals, generating reports, and implementing strategic plans.

Requirements

• 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-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

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
• 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
• Provide customer-facing escalation support as needed to meet and exceed customer expectations
• 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-facing
• 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
• 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