Customer Support Manager

Job description

TerrAvion is hiring for a Customer Support Manager TerrAvion is a fast growth SV company and the market leaders of Digital Agronomy throughout the US

The Customer Support Manager should aim to establish and maintain all protocols for responding to customer inquiries for order placement and account status.  They should train and develop support staff to be able to resolve customer issues and communicate effectively in a timely manner.

Works closely with:

– Regional Vice Presidents (RVP): to help with order placement and resolve order issues
– Customer Support Staff: to communicate with customers and resolve issues
– Field Interns: to train them to be part of the customer support team from the field
– Director of Operations: to handle immediate day-to-day operations issues and coordinate with evolving tools, practices, and procedures
– Product Development Manager: to communicate bugs and product requests
– Flight Systems Manager: to communicate orders with flight issues
– Processing Manager: to communicate orders with processing issues

Responsibilities:

– Oversee Distributor Onboarding
– Teaching distributors company policies and helping them set up their account and place orders, checking in with them before the first flight to ensure that their orders are correct
– Oversee Order Support Team
– Make sure customer tickets are responded to in a timely manner,  issues are resolved, and the RVP is informed of the outcome
– Track Trends in Support Tickets
– Communicate trends in support tickets to the Director of Operations and Product Development as needed
– Provide distributor level support to RVPs
– Meet with RVPs to review their distributors current orders to help them see who they need to check it with and whose orders are complete
– Follow Up with distributors
– Check in with distributors to confirm they are happy with our service and find out if they need anything
– In-field training as appropriate
– Distributor order placement training seminars

Goals:

– Maintain consistent customer support function and drive future developments
– Ensure the ordering support function is maintained
– Make sure distributors are setup for success
– Supply RPVs with timely information and support of their distributors to allow them to keep selling anew
– Help route and communicate issues across the company

Required Skills

– Excellent communication skills
– Have to be comfortable talking to people throughout the day including calls
– Ability to triage issues in a fast-paced environment
– Computer skills
– Very comfortable learning and using different software and platforms quickly
– Detail -oriented
– Organization and meticulous with details

Working at TerrAvion

TerrAvion is the largest volume provider of aerial imagery to farms in the US. Each week or month, we map more than 100 times as much area as the whole electric drone industry combined. We are able to do this because we have the best model, the best technology, and the best team for delivering imagery to growers. Our company is highly interdisciplinary, fast-paced, and focused on solving real problems for farmers.

Our work is changing the world for the better, especially for the people who grow our food and wine. We have a culture of responsibility, accountability, and excellence. We take these values seriously with respect to one another, our customers, and partners, though we try not to take ourselves too seriously. We strive to be a place where team members can perform their best.

If you share our values and believe in what TerrAvion is doing, we would love to have you join our team. We offer a continuously improving basket of benefits to employees appropriate for a start-up including competitive cash compensation, equity in TerrAvion, an open office, a fridge full of snacks and drinks, work from home, and discounts on flight training. We are located in San Leandro, California, three blocks from the BART station.

Please send all resumes and inquiries to hr@terravion.com