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Customer Service
Senior Manager, Support Engineering
@Afresh
[Hiring] Senior Manager, Support Engineering @Afresh
Mar 27, 2025 - Afresh is hiring a remote Senior Manager, Support Engineering. 💸 Salary: unspecified. 📍Location: USA.
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Role Description
Afresh is looking for a Senior Manager of Customer Support Engineering to bring humble, proactive, and thoughtful leadership to our growing Technical Customer Support team. You will lead a group of support engineers on our Tier 2 team and directly manage and oversee our Tier 1 operations.
- Manage Tier 1 and 2 technical support engineers, providing mentorship and leadership.
- Oversee our Tier 1 support team to ensure quality interactions with customers.
- Conduct regular 1:1s and team syncs to understand internal and cross-functional pain points.
- Help prioritize the dynamic Tier 1 & 2 workload with a continuous improvement mindset.
- Manage relationships with relevant 3rd parties including Boldr.
- Own and coordinate strategic initiatives in support of company-wide OKRs and priorities.
- Maintain a 6-12 month vision recapped in MBRs for visibility and transparency to our Leadership team.
- Deeply understand Afresh's customers' needs and advocate for fixes and improvements.
- Ensure prioritized initiatives are executed with weekly updates and effective sprint planning.
- Build strong cross-functional relationships with global outsourced Tier 1 team and in-house teams.
- Hire, onboard, and train new Tier 1 and 2 Support Engineering team members.
- Own headcount and non-headcount budgeting process for the Support org.
- Be on point for P1 and P2 customer incidents and coordinate resolution.
- Aid with prioritization, planning, technical investigation, and critical communications.
- Be an active participant on post-mortems and collaborate cross-functionally.
- Own schedules and escalation policies for the customer org in incident.io.
- Become the subject matter expert on all of our Support tools and processes.
- Lead the process of collecting and analyzing customer feedback using ticket data.
- Help build and improve debugging, triaging, escalation, and resolution protocols.
- Help identify tooling, dashboards, and documentation to speed up resolution time.
- Track and report on team KPIs with a solutions-oriented mindset.
Qualifications
- 8+ years of experience in support engineering, customer support or similar roles.
- 5+ years of experience leading technical support teams.
- Strong strategic and methodical problem-solving skills.
- A data-driven analytical approach to customer and team advocacy.
- Empathetic leadership, mentorship, and coaching skills.
- Exceptional foresight and proactivity; growth with an eye to scalability.
- Calm demeanor and effective communication in high-stakes interactions.
- Clear and concise writing and communication skills.
- Experience working with databases and SQL.
- Project management skills, ideally with scrum or agile experience.
- Organized and self-motivated individual, comfortable making decisions within ambiguity.
- Experience with Zendesk, Zapier, Instabug or other CS solutions is required.
- Experience in grocery and/or B2B SaaS is a major bonus!
Company Description
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, financial growth, and cutting-edge technology.
- Our best-in-class AI research has been published in top journals including ICML.
- We've raised over $148 million in funding from notable investors.
- We are committed to building a vibrant, diverse, and inclusive team.
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| 📍 | Be aware of the location restriction for this remote position: USA |
| ‼ | Beware of scams! When applying for jobs, you should NEVER have to pay anything. Learn more. |
Back to Remote jobs >
Customer Service
Customer Service
|
Salary
💸
unspecified
|
Remote
Location
USA
|
|
Job Type
unspecified
|
Posted
Mar 27, 2025
|
️
| 📍 | Be aware of the location restriction for this remote position: USA |
| ‼ | Beware of scams! When applying for jobs, you should NEVER have to pay anything. Learn more. |
