Customer Support Team Lead

Customer Support Team Lead

The Customer Support Team Lead is responsible for leading the daily operations, performance, and development of the Customer Support team. This role provides frontline leadership, workload coordination, escalation management, coaching, and operational guidance to ensure consistent, high-quality customer experience while supporting the team's continued growth and effectiveness.

The Team Lead partners closely with Sales, Product, Engineering, Operations, and dealer partners to support customer needs, drive process improvements, and maintain operational alignment across the organization. This position also plays a key role in customer education initiatives and the development of the Customer Support Representative team through training, mentorship, quality oversight, and continuous improvement efforts.

This is a full-time, in-office position based in Lenexa, Kansas, requiring regular on-site collaboration, coaching, and cross-functional engagement.

Responsibilities:

• Provide continuous leadership and support for the Customer Support Team through coaching, workload coordination, team communication, and operational guidance. Help develop and maintain the CSR team at a Tier 2 support level through ongoing training, mentorship, and cross training with departments when needed.
• Support daily operations of the Customer Support Team by serving as the first point of guidance for team questions, customer concerns, and escalations. Gather appropriate context, provide direction within the scope of the role, and use sound judgement to determine when further escalation is needed. Assist with workload distribution and operational consistency. Audit interactions and workflows for quality and process adherence while maintaining SOPs, training materials, and support documentation.
• Coordinate and support customer education initiatives, webinars, Lunch & Learns, and Grain Schools. Assist with presentation preparation, customer-facing educational materials, and CSR participation in customer engagement activities.
• Collaborate with internal teams including Sales, Product, Engineering, and Operations to support customer needs, communicate recurring issues and trends, and maintain operational alignment across departments.
• Support continuous improvement initiatives by identifying process gaps, workflow inefficiencies, and opportunities to improve operational consistency and team effectiveness. Assist with maintaining and improving support tools, processes, and documentation to enhance the overall customer and team experience.

Qualifications:

• Bachelor's degree in Agriculture, Business, or related field, or equivalent professional experience.
• 3+ years of experience in customer support or customer success, with at least 2 years in a leadership or team coordination role.
• This is a full-time in-office position. Regular on-site attendance is required to support team leadership, employee development, cross-functional collaboration, and daily operational needs.
• Occasional travel may be required for customer visits, industry events, and other business-related activities, with travel possible up to 20%.
• Background in agriculture or familiarity with agricultural industry preferred.
• Demonstrates ability to coach and develop team members, providing day-to-day guidance and support that strengthens individual and team performance.
• Strong organizational, operational, and process management skills.
• Skilled in customer relationship management tools (preferably Salesforce) and collaboration platforms (Jira, Confluence, MS Office).
• Strong communication skills; able to effectively engage with customers, internal stakeholders, and dealer partners.
• Proven ability to balance strategic initiatives with hands-on support.
• Demonstrates adaptability, problem-solving, and commitment to continuous improvement
• Follow AGI's Code of Business Ethics and related compliance policies
• Additional duties and responsibilities as assigned

The above is intended to describe the requirements for the performance of this position. It is not to be construed as an exhaustive statement of requirements and qualifications.

With AGI, you're choosing an employer dedicated to strengthening and securing the global food supply chain.

AGI is an equal opportunity employer and values diversity. All employment is decided on the basis of qualifications, merit, and business need.

Accommodations are available upon request for candidates with a disability taking part in the recruitment process and once hired.

Equal Opportunity Employer This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.