Sr. Customer Support Rep

Other Jobs To Apply

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
Back to blog

Common Interview Questions And Answers

1. HOW DO YOU PLAN YOUR DAY?

This is what this question poses: When do you focus and start working seriously? What are the hours you work optimally? Are you a night owl? A morning bird? Remote teams can be made up of people working on different shifts and around the world, so you won't necessarily be stuck in the 9-5 schedule if it's not for you...

2. HOW DO YOU USE THE DIFFERENT COMMUNICATION TOOLS IN DIFFERENT SITUATIONS?

When you're working on a remote team, there's no way to chat in the hallway between meetings or catch up on the latest project during an office carpool. Therefore, virtual communication will be absolutely essential to get your work done...

3. WHAT IS "WORKING REMOTE" REALLY FOR YOU?

Many people want to work remotely because of the flexibility it allows. You can work anywhere and at any time of the day...

4. WHAT DO YOU NEED IN YOUR PHYSICAL WORKSPACE TO SUCCEED IN YOUR WORK?

With this question, companies are looking to see what equipment they may need to provide you with and to verify how aware you are of what remote working could mean for you physically and logistically...

5. HOW DO YOU PROCESS INFORMATION?

Several years ago, I was working in a team to plan a big event. My supervisor made us all work as a team before the big day. One of our activities has been to find out how each of us processes information...

6. HOW DO YOU MANAGE THE CALENDAR AND THE PROGRAM? WHICH APPLICATIONS / SYSTEM DO YOU USE?

Or you may receive even more specific questions, such as: What's on your calendar? Do you plan blocks of time to do certain types of work? Do you have an open calendar that everyone can see?...

7. HOW DO YOU ORGANIZE FILES, LINKS, AND TABS ON YOUR COMPUTER?

Just like your schedule, how you track files and other information is very important. After all, everything is digital!...

8. HOW TO PRIORITIZE WORK?

The day I watched Marie Forleo's film separating the important from the urgent, my life changed. Not all remote jobs start fast, but most of them are...

9. HOW DO YOU PREPARE FOR A MEETING AND PREPARE A MEETING? WHAT DO YOU SEE HAPPENING DURING THE MEETING?

Just as communication is essential when working remotely, so is organization. Because you won't have those opportunities in the elevator or a casual conversation in the lunchroom, you should take advantage of the little time you have in a video or phone conference...

10. HOW DO YOU USE TECHNOLOGY ON A DAILY BASIS, IN YOUR WORK AND FOR YOUR PLEASURE?

This is a great question because it shows your comfort level with technology, which is very important for a remote worker because you will be working with technology over time...