Jobs at Babban Gona

About the job

We are seeking a Head, Technical Support to lead our technical support team and provide outstanding customer service to our farmers, vendors, and other stakeholders. The ideal candidate will have experience in managing technical support teams, working with agricultural technologies, and driving customer satisfaction.

• Lead and manage the technical support team, including hiring, training, performance management, and career development.
• Provide technical support to farmers, vendors, and other stakeholders, ensuring timely and effective resolution of technical issues.
• Collaborate with product development teams to provide input on product features, design, and user experience based on customer feedback.
• Develop and maintain technical support processes and procedures, ensuring consistency and adherence to best practices.
• Develop and implement strategies to improve customer satisfaction, including measuring customer feedback and implementing continuous improvement initiatives.
• Work with cross-functional teams to identify and resolve technical issues, and escalate issues as necessary to senior management.
• Develop and maintain knowledge management systems and documentation, ensuring accurate and up-to-date information is available to customers and internal stakeholders.
• Monitor and report on technical support metrics and key performance indicators, and make recommendations for improvement.
• Develop and maintain a customer feedback program, including surveys and other feedback mechanisms, to ensure that customer needs are being met and to identify areas for improvement.
• Lead the development of training materials and programs for customers, including onboarding, product training, and ongoing support.
• Identify opportunities for process improvement and automation, and collaborate with cross-functional teams to implement changes.
• Head of Technical Support would be responsible for ensuring that technical support operations are efficient, effective, and aligned with the companys goals and objectives.

Requirements

• Bachelors degree in Agriculture, Computer Science, or related field; Masters degree preferred.
• At least 5 years of experience in managing technical support teams in a technology or agricultural environment.
• Experience in providing technical support for agricultural technologies, such as precision agriculture tools, soil sensors, or farm management software.
• Strong understanding of agricultural technologies, trends, and industry best practices.
• Excellent communication and interpersonal skills, with the ability to build relationships and influence stakeholders at all levels.
• Strong analytical and problem-solving skills, with the ability to use data to drive decision-making.
• Ability to manage multiple projects and priorities simultaneously, while maintaining a high level of attention to detail and quality.
• Ability to work effectively in a fast-paced, dynamic environment, and adapt quickly to changing priorities and requirements.
• Passion for driving customer satisfaction and delivering outstanding customer service.
• Experience providing L1 and L2 type support.
• Extensive experience leading a complex organization and passion for getting into details to identify root cause of issues and create innovative solutions.
• Deep leadership experience in a supply chain and logistics intensive organization that has leveraged a digital transformation strategy to accelerate rapid scale.

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About the job

The Regional, Field Operations Lead will be responsible for managing all field operations in their assigned region, including overseeing sales, marketing, and customer service activities. They will be responsible for developing and executing strategies to drive growth, improve customer satisfaction, and ensure operational excellence.

• Develop and implement regional sales and marketing strategies to meet or exceed revenue targets.
• Provide leadership and guidance to field teams, including sales representatives, account managers, and customer service personnel.
• Develop and maintain strong relationships with key customers, partners, and stakeholders in the region.
• Manage operational and capital budgets for the region, including forecasting, reporting, and variance analysis.
• Develop and implement customer service strategies and programs to ensure high levels of customer satisfaction.
• Analyze sales and marketing data to identify trends, opportunities, and areas for improvement.
• Collaborate with cross-functional teams, including product development, supply chain, and finance, to ensure that field operations are aligned with company goals and objectives.
• Identify and implement best practices for field operations, including sales processes, customer engagement, and team management.
• Monitor and report on key performance indicators (KPIs), including sales targets, customer satisfaction, and operational metrics.
• Ensure compliance with all applicable regulations, policies, and procedures related to field operations.

Requirements

• Bachelors degree in business, marketing, agriculture, or a related field.
• At least 5 years of experience in field operations, sales, or marketing, preferably in the agricultural or technology industry.
• Proven track record of developing and executing successful sales and marketing strategies.
• Excellent leadership and team management skills, with experience managing remote or distributed teams.
• Strong analytical and problem-solving skills, with the ability to analyze complex data sets and make data-driven decisions.
• Strong communication and interpersonal skills, with the ability to build strong relationships with customers, partners, and stakeholders.
• Ability to work in a fast-paced, dynamic environment, and manage multiple priorities simultaneously.
• Ability to travel within the region as needed, and work flexible hours to accommodate customer needs.
• Understanding of the agricultural landscape in Nigeria and key challenges faced by farmers and other stakeholders.
• Knowledge of sales and marketing techniques, including customer segmentation, lead generation, and account management.
• Familiarity with CRM and other sales and marketing tools, and ability to leverage technology to streamline field operations.
• Commitment to delivering high-quality customer service, and ability to design and implement effective customer engagement strategies.
• Understanding of regulatory and compliance requirements related to field operations, and ability to ensure compliance with all applicable regulations and policies.

Start Up Environment

• Thrives in a fast paced, start-up environment with dynamic business priorities.

Unlocking Potential of Team Members

• Extensive experience and passion for coaching mentoring a team.