Customer Support Team Manager

Are you a driven and empathetic leader with a passion for delivering exceptional customer support? Do you thrive in dynamic environments, managing diverse teams, and ensuring customers receive top-tier service across global markets?, At Feedlync, we're revolutionizing AgriTech by empowering farmers with cutting-edge dairy technology solutions. We're looking for a skilled Customer Support Team Manager to lead and inspire our support team, ensuring our farm software systems deliver real value to customers across Europe, the USA, and beyond. If you're ready to drive innovation, build strong customer relationships, and shape the future of agriculture technology, this could be the role for you. What you'll be doing:

• Lead and manage the customer support team, setting performance targets, monitoring KPIs, and ensuring consistent delivery of high-quality support.
• Oversee day-to-day operations by handling incoming support inquiries, ensuring timely resolution, accurate ticket logging, and appropriate escalation.
• Act as the primary escalation point for complex incidents, collaborating with internal teams and third-party partners to drive resolution.
• Support customer onboarding and training, ensuring users receive comprehensive guidance and follow-up for successful product adoption.
• Develop and maintain support documentation, including manuals and process guides, to improve customer experience and team efficiency.
• Identify and implement process improvements to enhance workflows and overall service delivery.
• Collaborate with sales and marketing teams by providing insights from customer interactions and assisting with product demonstrations.
  
  Proven experience managing a team, with a track record of setting and achieving performance targets.
• Strong understanding of customer service agreements, SLAs, and incident management processes.
• Excellent communication and interpersonal skills, with the ability to engage effectively with diverse teams and customers.
• Experience working in a fast-paced, multi-channel support environment, handling inquiries via phone, email, and web platforms.
• Ability to troubleshoot complex technical issues and provide clear, practical solutions to customers.
• Proficiency in IT systems, including MS Office, and the ability to learn and adapt to bespoke software platforms.
• Strong problem-solving mindset with the initiative to resolve issues independently and drive continuous improvement.
• A passion for agriculture, dairy farming, or AgriTech, and the ability to empathize with customers in these industries would be beneficial.
  
  Rewarding your passion
When you join us, you'll do meaningful work and be rewarded fairly for it. From annual salary reviews and incentive bonus, ongoing career development and enhanced family, financial and wellbeing benefits - these are just some of the ways we reward you - from day one.