Sr. Customer Support Rep

Job Description

JOB DETAILS

REQUIREMENTS

• Enjoy digging into complex problems and finding root causes
• Naturally look for ways to improve systems, not just solve one-off issues
• Are comfortable coaching others and sharing knowledge
• Balance customer empathy with operational discipline
• Like working closely with Product and Engineering teams
• Have a background in agriculture or firsthand experience with farm operations
• Are curious about how AI and automation can improve support workflows and customer outcomes

RESPONSIBILITIES

• Resolve complex or high-impact customer issues
• Serve as an escalation point for frontline support reps
• Troubleshoot across products, data, and integrations
• Identify patterns in tickets and recommend process improvements
• Help refine macros, automations, workflows, and categories
• Contribute regularly to the help center and internal knowledge base content
• Identify opportunities to leverage AI tools and automation to improve support workflows, response times, and customer experience.
• Coach and support newer reps through informal mentoring or QA feedback
• Share best practices for troubleshooting and customer communication
• Assist with onboarding and ramping new hires
• Work closely with Product and Engineering on bug triage and root cause analysis
• Provide clear, actionable feedback based on real customer pain points
• Support Customer Success and Sales on technical or product-related questions
• Consistently deliver calm, confident, and empathetic support
• Set the bar for quality, tone, and clarity in customer interactions

Are you interested in this position?

Apply by clicking on the “Apply Now” button below!

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