**Customer Support Manager (Hybrid)**

Fresno, CA / G&A Business Operations / Full-time **About Fieldin** Founded in 2013, Fieldin has developed a unique data-driven product that impacts the operational performance of its partners. Our fast-growing ag-tech company recently established its Customer Support organization, and we are looking for an experienced technical customer experience champion to drive customer satisfaction through professional service.

Fieldin's award-winning Intelligence platform helps growers improve their profitability in an era of increasing operational costs, by optimizing their field operations throughout the year. Using our proprietary sensors and mobile-friendly software, Fieldins technology seamlessly connects tractors, machinery, and in-field sensors to provide managers with actionable insights that improve production, transparency, and efficiency in the field. **Job Summary** Fieldin is looking for an experienced, hands-on Customer Support Manager to build, lead, and manage our support team. The ideal candidate will be an energetic, self-motivated, and organized individual who has customer support experience and motivation to consistently provide exceptional support. You are a versatile self-starter with the ability to learn quickly, possess a positive attitude, have great attention to detail, and the ability to work well within a dynamic, global team. The goal is to transform the department to run in an efficient manner driven by data and metrics to increase customer satisfaction, loyalty and retention and to meet their expectations.

**Essential Functions** Work with various internal departments and management team to establish a customer-centered support strategy and policy. Assisting customers through different communication channels like email, phone, and Salesforce CRM software. Take ownership of complicated customer issues and follow problems through to resolution. Analyze dashboards and team statistics to create improvement plans. Communicate and engage with cross-functional teams (marketing, engineering, product, operations) to ensure customer feedback is delivered and incorporated in all we do. Design and continually improve processes and materials that enhance efficiency and customer experience Recruit, train, and mentor customer support agents and ensure best-in-class support techniques and processes Maintain an internal knowledge base of common customer issues and solutions Maintain an effective customer support website and tools.

**Specialized Knowledge, Skills & Abilities:** 3 years of Technical/Application/Customer Support Management or leadership experience. Ability to define, lead and drive business improvement initiatives to improve customer support. Working knowledge of customer service software, and tools: such as Salesforce , Confluence, chat tools, social engagement tools. Expert knowledge in Excel. Deep analytical skills and ability to understand use KPIs to streamline improvement processes. Strong customer facing communication skills. Advanced troubleshooting skills in a technical environment. Works gracefully under pressure. Enjoy working globally and cross-functionally with other teams. Ability to positively affect change

**Perks:** 100% Paid Employee Medical ESOP Hybrid Position PTO and Vacation

***We are on the road to Autonomous Farming!*** ***www.fieldin.com***