Job Description
At TractionAg, we’re on a mission to help farmers gain traction — simplifying the business of farming through intuitive, cloud-based software. We bring together farm financials and operations, empowering farmers to make informed decisions with confidence.
Role Overview
As a Senior Customer Support Representative, you serve as a trusted expert for both customers and the internal team. You handle more complex issues, help prevent escalations, and actively contribute to improving support processes and documentation.
This role is ideal for someone who enjoys deep problem-solving, mentoring others, and helping shape how support scales as the company grows.
What You’ll Do
- Handle advanced support cases
- Resolve complex or high-impact customer issues
- Serve as an escalation point for frontline support reps
- Troubleshoot across products, data, and integrations
- Improve support quality & efficiency
- Identify patterns in tickets and recommend process improvements
- Help refine macros, automations, workflows, and categories
- Contribute regularly to the help center and internal knowledge base content
- Identify opportunities to leverage AI tools and automation to improve support workflows, response times, and customer experience.
- Support team development
- Coach and support newer reps through informal mentoring or QA feedback
- Share best practices for troubleshooting and customer communication
- Assist with onboarding and ramping new hires
- Cross-functional partnership
- Work closely with Product and Engineering on bug triage and root cause analysis
- Provide clear, actionable feedback based on real customer pain points
- Support Customer Success and Sales on technical or product-related questions
- Model excellent customer experience
- Consistently deliver calm, confident, and empathetic support
- Set the bar for quality, tone, and clarity in customer interactions
- What Success Looks Like
- Complex issues are resolved faster with fewer escalations
- Support processes improve due to your insights and contributions
- Other reps learn from your approach and documentation
- Customers trust TractionAg to handle issues quickly and professionally, and with an understanding of their day-to-day farming realities
- You’ll Be Great at This If You
- Enjoy digging into complex problems and finding root causes
- Naturally look for ways to improve systems, not just solve one-off issues
- Are comfortable coaching others and sharing knowledge
- Balance customer empathy with operational discipline
- Like working closely with Product and Engineering teams
- Have a background in agriculture or firsthand experience with farm operations
- Are curious about how AI and automation can improve support workflows and customer outcomes
- What We Offer
- Remote First Environment
- Flexible Work Schedule
- Competitive and cost-effective benefits plans - Health, Dental, Vision, and Life Insurance
- 401(k) Plans with Company Match
- Unlimited Paid Time Off
- Paid Holidays
Apply tot his job
Apply To this Job