Banyan Software · 4 days ago
Sr Customer Care Agent :The Lake Companies
United States
Full-time
Remote
Senior Level
5+ years expBanyan Software is a leading provider of enterprise software solutions, and they are seeking a Sr Customer Care Agent to help build a modern Customer Care function. This role involves managing day-to-day support activities, leading a team, and collaborating with various departments to enhance customer experiences.
ComputerInformation TechnologySoftware
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
Qualification
Required
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
Preferred
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
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.
Company
Banyan Software
Banyan Software is an IT company that helps in acquiring, building, and growing software businesses.
1001-5000 employees
Funding
Current Stage
Late StageTotal Funding
$0.02M2023-01-27Debt Financing· $0.02M
2019-01-01Series Unknown
Leadership Team
David Berkal
CEO
Recent News
globallegalchronicle.com
2025-08-13
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