Customer Support Manager

  • Afresh Technologies
  • Remote
  • Oct 09, 2021

Job Description

At Afresh, our mission is to make the fresh food supply chain more efficient, thus dramatically reducing food waste and making fresh, nutritious food available and accessible to everyone. Our A.I.-powered solutions optimize ordering, forecasting, and store operations for fresh food departments for brick-and-mortar grocers. The results are powerful: grocers using Afresh are on track to reduce more than 20M pounds of food waste, while increasing fresh sales by 3%, massively increasing their profitability.

Afresh is looking for a Customer Support Manager to bring humble, proactive, and thoughtful leadership to our growing Technical Customer Support team. You will lead a small team of support specialists to help provide incredible technical support to our customers. You'll aid with prioritization, planning, technical investigation, and critical communications around high priority customer inquiries and incidents that arise with the Afresh solutions. You'll provide mentorship to your direct reports, building strong relationships, supporting personal and professional growth, and fostering community in our team. You'll also help to build and improve our processes with an eye to scaling the team, aiding with our hiring, onboarding, training efforts, and driving our mission to reduce food waste. You have leadership experience, a love of technical problem-solving, and are committed to help reduce food waste and protect our planet.

We are a passionate team united by our mission to make an impact — we hope you’ll join us!

What you'll do

  • Lead 4-5 technical support specialists, providing mentorship and leadership, supporting personal and professional growth, and fostering community in our team
  • Aid with prioritization, planning, technical investigation, and critical communications around high priority customer inquiries and incidents that arise with the Afresh solutions
  • Help hire, onboard, and train new Technical Support team members
  • Help to collect and analyze customer feedback by running surveys and using ticket data to identify recurring issues that, when fixed, improve both the customer experience and the product, driving our mission to reduce food waste
  • Help to build and improve upon our debugging, triaging, escalation, and resolution protocol to make support at Afresh effective, timely, and a delightful experience for our end users
  • Deeply understand Afresh's customers' needs, how our different Partners' needs differ, and serve as the voice of the customer

Skills & experience you'll need

  • 3+ years of experience in support and 2+ years of experience leading technical support teams
  • Humble and empathetic leadership, mentorship, and coaching skills
  • Exceptional foresight and proactivity; growth with an eye to scalability and sustainability
  • Strong strategic and methodical problem-solving skills with exceptional execution, and prioritization capabilities
  • Calm demeanor and an effective, thoughtful communicator in high-stakes customer interactions
  • A clear and concise writer and communicator who can internalize both customers' and direct reports' feedback and effectively advocate for their needs within the context of the greater business
  • Experience working with databases and SQL, both writing and understanding queries, and familiarity with data stores and databases
  • Organized and self-motivated individual, comfortable making decisions within ambiguity
  • Experience in grocery and/or B2B SaaS preferred, but not required

Founded in 2017, Afresh is the first A.I.-powered fresh food optimization platform for grocery chains. We have partnered with several large grocers representing hundreds of stores and >$10B in revenue. Our cutting-edge AI research has been published in top journals (e.g., ICML). We’re backed by some of the top investors in grocery and tech including Innovation Endeavors (former Google CEO Eric Schmidt’s firm), Baseline Ventures (first money in Stitch Fix, SoFi, Heroku, Instagram), Food Retail Ventures, Maersk Growth, and Impact Engine.

We are building a vibrant, diverse, and inclusive team that embodies our company’s values: proactivity, kindness, candor, and humility. We aspire to continually grow as individuals and as an organization to live these values and realize our mission. We earnestly believe that Afresh represents a one-of-a-kind opportunity to have massive social impact at scale by employing novel technology—and to have a ton of fun along the way

Afresh provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, genetics, sexual orientation, gender identity/expression, marital status, pregnancy or related condition, or any other basis protected by law

Founded in 2017, Afresh is the first A.I.-powered fresh food optimization platform for grocery chains. We have partnered with several large grocers representing hundreds of stores and >$10B in revenue. Our cutting-edge AI research has been published in top journals (e.g., ICML). We’re backed by some of the top investors in grocery and tech including Innovation Endeavors (former Google CEO Eric Schmidt’s firm), Baseline Ventures (first money in Stitch Fix, SoFi, Heroku, Instagram), Food Retail Ventures, Maersk Growth, and Impact Engine.

We are building a vibrant, diverse, and inclusive team that embodies our company’s values: proactivity, kindness, candor, and humility. We aspire to continually grow as individuals and as an organization to live these values and realize our mission. We earnestly believe that Afresh represents a one-of-a-kind opportunity to have massive social impact at scale by employing novel technology—and to have a ton of fun along the way.

Afresh provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, genetics, sexual orientation, gender identity/expression, marital status, pregnancy or related condition, or any other basis protected by law

Organization Type

Company

Organization Size

51-100

Sectors

Climate Risk, Food & Agriculture, Pollution & Waste Reduction

Drawdown solutions

Reduced Food Waste