Customer Support Team Lead

Ag Growth • Lenexa, KS

2d • 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 works closely with Sales, Product, Engineering, Operations, and dealer partners to address customer needs, improve processes, and maintain operational alignment. The role also supports customer education and develops Customer Support Representatives through training, mentorship, quality oversight, and continuous improvement.

This is a full-time, in-office position based in Lenexa, Kansas. Regular on-site attendance is required for team leadership, employee development, cross-functional collaboration, and daily operational needs. Occasional travel for customer visits, industry events, and other business activities 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, including at least 2 years in a leadership or team coordination role.
• Ability to coach and develop team members through day-to-day guidance and support.
• Strong organizational, operational, and process management skills.
• Skill with customer relationship management tools and collaboration platforms; Salesforce, Jira, Confluence, and MS Office are identified.
• 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.
• Regular on-site attendance in Lenexa, Kansas.
• Authorization 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.
• Experience with Salesforce, Jira, Confluence, and MS Office.
• Willingness and ability to travel occasionally, potentially up to 20%, for customer visits, industry events, and other business-related activities.

Responsibilities

• Provide ongoing leadership and support through coaching, workload coordination, team communication, and operational guidance.
• Develop and maintain the CSR team at a Tier 2 support level through training, mentorship, and cross-training with other departments as needed.
• Support daily team operations as the 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, including webinars, Lunch & Learns, and Grain Schools.
• Assist with 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 operational 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: Mid Level