Sr Customer Care Agent :The Lake Companies

Banyan Software

2h • Hybrid

About The Position

As part of our strategic shift from traditional support to a modern Customer Care function, we are seeking a results-oriented and operations-minded Customer Care Agent to help build a scalable, proactive, and high-performing support model. This role is responsible for both front-line execution and team leadership — managing day-to-day support activity while launching initiatives around customer enablement, internal training, documentation, and repeatable light implementations.

The Customer Care Agent plays a critical role in reducing inbound volume, raising support quality, and evolving the team culture from reactive to proactive. This person will also collaborate closely with Product, Development, and Customer Success to ensure we anticipate customer needs and deliver seamless, value-driven experiences.

Requirements

• 5+ years in technical customer support or customer success, preferably in a B2B SaaS, ERP, or manufacturing software environment
• Proven experience building or transforming support or customer care functions, not just working within them
• Strong leadership, coaching, and communication skills — able to influence behaviors and drive team performance
• Experience designing and delivering customer-facing training and internal enablement programs
• Hands-on familiarity with managing light technical implementations or repeatable onboarding projects
• Highly organized and self-directed — able to manage competing priorities and drive clarity
• Calm under pressure, maintains focus in high-volume or ambiguous situations
• Personable, empathetic, and driven — someone who brings out the best in others while delivering results

Nice To Haves

• Experience with Lake Companies’ products: Shop-Trak, Doc-Trak, and/or Fact-Trak.
• Familiarity with manufacturing environments and terminology.
• Exposure to product management, QA, or professional services.
• Bachelor’s degree in Business, IT, Engineering, or a related field.

Responsibilities

• Oversee queue management, SLA performance, and case triage to ensure timely, high-quality support
• Act as the first line of leadership for escalated or sensitive customer issues
• Monitor support trends and initiate improvements to reduce repeat incidents
• Participate in customer conversations to maintain visibility into experience and expectations
• Lead, coach, and develop Support Analysts in alignment with Lake Companies’ standards of excellence
• Set clear expectations for initiative, follow-through, communication quality, and collaboration
• Participate in driving a team culture centered around problem ownership, continuous learning, and proactive support
• Identify and mentor high-potential team members for growth
• Design and maintain onboarding programs and learning paths for new hires and junior team members
• Ensure analysts stay current on product releases, customer use cases, and process changes
• Create reusable training assets such as checklists, workflows, and role-based knowledge modules
• Launch and manage scalable training offerings including webinars, recorded tutorials, and office hours
• Collaborate with Product and Customer Success to align educational content with product roadmap and customer onboarding needs
• Contribute to portal engagement strategy by embedding educational assets in
• Be a leader in strategy, quality, and execution of the customer-facing knowledge base
• Ensure internal and external documentation is accurate, accessible, and updated consistently
• Drive team participation in knowledge creation and improvement efforts
• Track usage and deflection impact of knowledge assets to inform content strategy
• Manage small-scale enablement projects such as add-on deployments, single-user configurations, and quick-start guides
• Define repeatable playbooks and workflows for non-complex installations
• Coordinate project delivery across Support, Product, and Services to ensure handoff and completion
• Establish and enforce scope boundaries to ensure efficient delivery without overreach
• Conduct support health audits, trend reviews, and follow-ups with customers showing friction or risk
• Launch outreach campaigns tied to recurring issues, release cycles, or common misconfigurations
• Collaborate with Product, Sales, and Customer Success on strategic timing and messaging
• Contribute insights into product gaps or opportunities based on care observations

Benefits

• Competitive base salary with commission structure and performance bonuses.
• Comprehensive benefits package including health insurance, retirement plans, and paid time off.
• Continuous training and professional development opportunities.
• Opportunity for career growth and advancement within the organization.
• A dynamic and supportive work environment with a focus on teamwork and collaboration.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 101-250 employees