Senior Manager, Support Engineering

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 34 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!

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 small team of senior support engineers in our Tier 2 and 3 teams who serve as an escalation point for our Tier 1 Support team. Our Tier 2 and 3 teams are responsible for tracking trends in tickets, identifying the scope of trickier problems, getting as close as possible to the root cause, and sometimes even fixing it, to help provide incredible technical support to our customers.

You'll aid with prioritization, planning, technical investigation, and critical communications around these high priority and/or high complexity issues 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 sharing insights with our product org to fix recurring issues, communicating the scope and root cause of issues, 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!

• Manage Tier 2 and 3 technical support engineers, providing mentorship and leadership, supporting personal and professional growth, unblocking them on tricky issues, and fostering community in our team
• Oversee our Tier 1 support team and ensure we are driving quality interactions with our customers and that they are unblocked in their day-to-day execution of handling support tickets
• Aid with prioritization, planning, technical investigation, and critical communications around high priority customer inquiries, escalations, and incidents that arise with the Afresh solutions, including defining and refining Tier 2 & 3 expectations during urgent incidents
• Conduct regular 1:1s, and team syncs with your team, to understand pain points internally and cross-functionally, and provide thoughtful and proactive solutions by improving our processes
• Lead the process of collecting and analyzing customer feedback by using ticket data to identify recurring issues that, when fixed, reduce inbound tickets, improve both the customer experience and the product, thus driving our mission to reduce food waste
• Own and coordinate strategic initiatives in support of company-wide OKRs and priorities
• Deeply understand Afresh's customers' needs, how our different Partners' needs differ, and advocate for fixes and improvements that maximize the positive impact across customers
• 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
• Build strong cross-functional relationships with our amazing global outsourced Tier 1 team, and our in-house Product, Engineering, Operations, and Account Managers to partner on providing a high support quality experience for our customers
• Help identify tooling, dashboards, and documentation that can be built by Tier 2s and 3s that will speed up resolution time, then project manage their development and launch
• Track and report on team KPIs with a solutions-oriented mindset, aiming always to improve team health and Support quality
• Help prioritize the ever-changing, highly dynamic Tier 2 & 3 workload
• Hire, onboard, and train new Tier 2 and 3 Support Engineering team members as needed
• Serve as the final escalation point on our manager on-call shift for 7 days roughly once every two months

• 8+ years of experience in support engineering, customer support or similar roles and 5+ years of experience leading technical support teams
• Strong strategic and methodical problem-solving skills with exceptional execution and prioritization capabilities
• A data-driven analytical approach to customer and team advocacy
• Empathetic, sturdy leadership, mentorship, and coaching skills
• Exceptional foresight and proactivity; growth with an eye to scalability and sustainability
• 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
• Project management skills, ideally with scrum or agile experience, and the ability to operate with high autonomy and execution
• Organized and self-motivated individual, comfortable making decisions within ambiguity
• Experience with Zendesk, HelpScout or other CS solutions is required
• Experience in grocery and/or B2B SaaS is a major bonus!