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Sr. Customer Support Rep
Full-time
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.
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.
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
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
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
