Customer Support Team Lead

AGI | Global Food Infrastructure • Lenexa, KS

41d • Onsite

About The Position

The Customer Support Team Lead leads the daily operations, performance, and development of the Customer Support team. The role provides frontline leadership, workload coordination, escalation management, coaching, and operational guidance to support a consistent, high-quality customer experience and the team's continued growth and effectiveness.

The Team Lead partners with Sales, Product, Engineering, Operations, and dealer partners to address customer needs, improve processes, and maintain organizational alignment. The position also supports customer education and develops the Customer Support Representative team through training, mentorship, quality oversight, and continuous improvement.

This is a full-time, in-office position based in Lenexa, Kansas. Regular on-site attendance and collaboration are required. Occasional business travel may be required, potentially up to 20%.

Requirements

• Bachelor’s degree in Agriculture, Business, or a related field, or equivalent professional experience.
• At least 3 years of experience in customer support or customer success.
• At least 2 years in a leadership or team coordination role.
• Regular on-site attendance in Lenexa, Kansas, to support team leadership, employee development, cross-functional collaboration, and daily operational needs.
• Ability to coach and develop team members through day-to-day guidance and support.
• Strong organizational, operational, and process management skills.
• Experience with customer relationship management tools and collaboration platforms.
• Strong communication skills and ability to engage effectively with customers, internal stakeholders, and dealer partners.
• Ability to balance strategic initiatives with hands-on support.
• Adaptability, problem-solving ability, and commitment to continuous improvement.
• Currently authorized to work in the United States on a full-time basis; the position is not eligible for immigration sponsorship.

Nice To Haves

• Background in agriculture or familiarity with the agricultural industry.
• Familiarity with Salesforce, Jira, Confluence, and MS Office.

Responsibilities

• Provide ongoing leadership and support through coaching, workload coordination, team communication, and operational guidance.
• Develop and maintain the Customer Support Representative team at a Tier 2 support level through training, mentorship, and cross-training with other departments when needed.
• Support daily team operations as a first point of guidance for team questions, customer concerns, and escalations; gather context, provide direction within the role's scope, and determine when further escalation is needed.
• Assist with workload distribution and operational consistency.
• Audit interactions and workflows for quality and process adherence, and maintain SOPs, training materials, and support documentation.
• Coordinate and support customer education initiatives, webinars, Lunch & Learns, and Grain Schools, including presentation preparation, customer-facing educational materials, and CSR participation in customer engagement activities.
• Collaborate with Sales, Product, Engineering, and Operations to support customer needs, communicate recurring issues and trends, and maintain cross-departmental alignment.
• Identify process gaps, workflow inefficiencies, and opportunities to improve operational consistency and team effectiveness.
• Help maintain and improve support tools, processes, and documentation to enhance the customer and team experience.
• Follow AGI’s Code of Business Ethics and related compliance policies.
• Perform additional duties and responsibilities as assigned.

Benefits

• Competitive salaries and benefits packages.
• Employee share purchase plan.
• Professional development activities and opportunities to grow and advance a career.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager