Senior Manager, Support Engineering - Remote

Overview

Afresh is on a mission to eliminate food waste and make fresh food accessible to all. Our first A.I.-powered solution optimizes ordering, forecasting, and store operations for fresh food departments in brick-and-mortar grocers. With our Fresh Operating System, regional and national grocery retailers have placed $1.6 billion in produce orders across the US and we've helped our partners prevent 34 million pounds of food from going to waste. Working at Afresh represents a one-of-a-kind opportunity to have massive social impact at scale by leveraging uncommonly impactful software – we hope you'll join us!

In Short

• Lead and manage Tier 1 and Tier 2 technical support engineers.
• Provide mentorship and support for personal and professional growth.
• Oversee quality interactions with customers and streamline ticket resolution.
• Coordinate strategic initiatives and maintain visibility to leadership.
• Understand customer needs and advocate for fixes and improvements.
• Manage P1 and P2 customer incidents and coordinate resolutions.
• Become a subject matter expert on support tools and processes.
• Track and report on team KPIs to improve support quality.
• Experience in grocery and/or B2B SaaS is a bonus.
• Work in a passionate team dedicated to reducing food waste.

Requirements

• 8+ years in support engineering or similar roles, with 5+ years leading teams.
• Strong problem-solving and execution skills.
• Data-driven analytical approach.
• Empathetic leadership and coaching abilities.
• Exceptional communication skills in high-stakes situations.
• Experience with databases and SQL.
• Project management skills, ideally with scrum or agile experience.
• Self-motivated and organized.
• Experience with customer support solutions like Zendesk.
• Ability to work remotely and manage a distributed team.

Benefits

• Opportunity to make a significant social impact.
• Work in a diverse and inclusive team.
• Flexible remote work arrangement.
• Competitive salary and benefits package.
• Supportive work environment focused on personal and professional growth.
• Access to cutting-edge technology and innovative solutions.
• Engagement with a passionate team dedicated to sustainability.