Support Engineering Manager

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 6.9 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!

About the role

Afresh is looking for a Support Engineering 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.

In this role you will:

• 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 and experience

• 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

About Afresh

Founded in 2017, Afresh is working on the #1 solution to curb climate change: reducing food waste. By combining human insight and transformative technology, we're helping grocers provide fresher food to customers at more affordable prices.

Afresh sits at an incredible intersection of positive social impact, rocket ship financial growth, and cutting-edge technology. Our best-in-class AI research has been published in top journals including ICML, and we've raised over $30 million in funding from investors including Eric Schmidt's Innovation Endeavors and James McCann (former CEO Tesco, Ahold, Carrefour). In 2021, we received an Honorable Mention for Fast Company's World Changing Ideas in Food.

Fresh is the past, present, and future of our food system – the waste we create today will impact our planet for years to come. Join us as we continue to build a vibrant, diverse, and inclusive team that embodies our company’s values of proactivity, kindness, candor, and humility.

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.

A qualified candidate must reside in or be willing to relocate to one of these states to be considered: AR, CA, CO, FL, GA, IL, KY, MA, MI, MS, MO, NV, NJ, NY, NC, OR, PA, TX, WA, WI