Customer Support Manager

Cultura Technologies

4d • Remote

About The Position

Greenstone Systems seeks a dynamic Customer Support Manager for a player-coach role. In this position, you will actively support Greenstone’s products, handling customer issues directly, while also leading, mentoring, and developing the Tier I and Tier II support teams. You’ll balance hands-on product support with team management, ensuring both personal and team contributions drive customer satisfaction and business success. Experience in the Agricultural industry and a passion for Ag business are highly valued. Greenstone’s Facility Operations product line, featuring OneWeigh and binSight, delivers essential automation and real-time visibility for grain facilities. OneWeigh streamlines weighing, shipping, and receiving, while binSight provides accurate, up-to-the-minute inventory management. Together, these solutions empower agribusinesses to reduce errors, accelerate throughput, ensure compliance, and make informed decisions—driving efficiency, reliability, and competitiveness in a fast-paced market. Greenstone delivers innovative, mission-critical solutions to North American agribusinesses. We hold a leading share of the U.S. grain origination software market, supporting more than 400 customers and 5,000+ ERP users across North America. With over 30 years in the marketplace, our products provide the stability, consistency, and innovation our customers depend on. Learn more at www.greenstonesystems.com.

Requirements

• Ability to engage, motivate, mentor, and coach the team while also delivering direct support.
• Outstanding interpersonal and customer service skills, both as a leader and as an individual contributor.
• Analytical mindset for tracking and communicating SLOs and KPIs, including personal and team metrics.
• Strong understanding of customer service, incident management, and support best practices—applied both personally and through the team.
• Advanced Microsoft Excel and Salesforce skills for tracking metrics and managing cases.
• Excellent time-management and multitasking skills, balancing direct support with team leadership.
• Effective presentation skills for sharing insights and results with groups and individuals.
• Willingness to learn, grow, and adapt in both coaching and hands-on support roles.
• Occasional travel (up to 10%) for customer meetings and conferences may be required.
• Bachelor’s degree in Business/Management, or a technical discipline.
• 5+ years in a customer call center or supporting users

Nice To Haves

• 3+ years in customer support management and strong Salesforce skills.

Responsibilities

• Provide direct support for Greenstone products, resolving customer issues and complex cases as needed.
• Supervise, coach, and motivate Tier I and Tier II support teams, fostering a collaborative and high-performance environment.
• Lead by example: actively participate in frontline support and complex case resolution, modeling best practices for the team.
• Present team and personal performance metrics to upper management and the business.
• Onboard and train new team members, sharing hands-on expertise to accelerate their development.
• Identify and implement process improvements to enhance customer satisfaction, drawing on personal support experience.
• Manage and report on escalations to development, ensuring timely and effective resolution.
• Maintain and update training documents, incorporating lessons learned from direct support activities.
• Triage case queues to ensure prompt and effective customer service.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 1-10 employees