Customer Support Manager - Remote

Overview

The Customer Support Manager at Grodan is responsible for delivering high-quality first-line technical support for Grodan’s GroSens sensors and e-Gro software platform, ensuring a smooth customer experience through effective onboarding and troubleshooting.

In Short

• Lead new customers through the onboarding journey.
• Manage incoming technical inquiries and resolve support issues.
• Collaborate with internal teams to maintain high support standards.
• Execute the onboarding process for GroSens and e-Gro.
• Provide first-line technical support for hardware and platform-related issues.
• Act as a point of escalation for support issues.
• Maintain and improve support processes and documentation.
• Collect customer feedback for continuous product improvement.
• Monitor support metrics and customer satisfaction.
• Work independently in a remote environment.

Requirements

• 3+ years of experience in technical customer support.
• Strong communication and project management skills.
• Customer-focused mindset with a passion for service.
• Strong problem-solving skills and technical aptitude.
• Proficiency with CRM and support ticketing systems.
• Ability to manage time effectively and meet deadlines.
• Fluent in English; additional languages are a plus.
• Experience in horticulture or agri-tech is a bonus.

Benefits

• Comprehensive medical, dental, and vision plans.
• Retirement Pension Matching Program.
• Generous PTO and paid holidays.
• Educational Assistance & Career Growth.
• Wellness perks including fitness reimbursement.
• Company-provided PPE and safety programs.