Sr Customer Care Agent :The Lake Companies at Banyan Software

, , United States -

Full Time

Start Date

Immediate

Expiry Date

20 Apr, 26

Salary

0.0

Posted On

20 Jan, 26

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Support, Escalation Management, Team Leadership, Performance Management, Internal Enablement, Analyst Training, Customer Education, Knowledge Management, Ticket Deflection, Light Implementations, Project Management, Proactive Customer Care, Technical Support, B2B SaaS, ERP, Manufacturing Software

Industry

Software Development

Description

Banyan Software provides the best permanent home for successful enterprise software companies, their employees, and customers. We are on a mission to acquire, build and grow great enterprise software businesses all over the world that have dominant positions in niche vertical markets. In recent years, Banyan was named the #1 fastest-growing private software company in the US on the Inc. 5000 and amongst the top 10 fastest-growing companies by the Deloitte Technology Fast 500. Founded in 2016 with a permanent capital base setup to preserve the legacy of founders, Banyan focuses on a buy and hold for life strategy for growing software companies that serve specialized vertical markets. Job Title: Sr Customer Care Agent Location: Green Bay, WI (Hybrid) Department: Customer Support Reports To: Manager of Customer Operations & Support Employment Type: Full-Time, Exempt (Banyan's Portfolio Company)Company Overview: The Lake Companies is a leading provider of enterprise software solutions, specializing in the implementation and support of Infor SyteLine, Shop-Trak, Doc-Trak, and related platforms for manufacturing clients across the Midwest. We are committed to delivering innovative technology, outstanding support experiences, and long-term customer success. Position Overview As part of our strategic shift from traditional support to a modern Customer Care function, we are seeking a results-oriented and operations-minded Customer Care Agent to help build a scalable, proactive, and high-performing support model. This role is responsible for both front-line execution and team leadership — managing day-to-day support activity while launching initiatives around customer enablement, internal training, documentation, and repeatable light implementations. The Customer Care Agent plays a critical role in reducing inbound volume, raising support quality, and evolving the team culture from reactive to proactive. This person will also collaborate closely with Product, Development, and Customer Success to ensure we anticipate customer needs and deliver seamless, value-driven experiences. Key Responsibilities Customer Support & Escalation Management 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 Team Leadership & Performance Management 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 Internal Enablement & Analyst Training 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 Customer Education & Enablement 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 Knowledge Management & Ticket Deflection 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 Light Implementations & Customer Projects 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 Proactive Customer Care 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 Ideal Candidate Profile 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 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. Highly Desired: 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. If you are a results-oriented professional with a passion for technology and a strong track record of success, we invite you to join our team at The Lake Companies and be part of our mission to drive innovation and success for our manufacturing clients. Apply now and take the next step in your career! Apply today and take the next step in transforming both your career and the future of manufacturing. Diversity, Equity, Inclusion & Equal Employment Opportunity at Banyan: Banyan affirms that inequality is detrimental to our Global Teams, associates, our Operating Companies, and the communities we serve. As a collective, our goal is to impact lasting change through our actions. Together, we unite for equality and equity. Banyan is committed to equal employment opportunities regardless of any protected characteristic, including race, color, genetic information, creed, national origin, religion, sex, affectional or sexual orientation, gender identity or expression, lawful alien status, ancestry, age, marital status, or protected veteran status and will not discriminate against anyone on the basis of a disability. We support an inclusive workplace where associates excel based on personal merit, qualifications, experience, ability, and job performance. Beware of Recruitment Scams We have been made aware of individuals fraudulently posing as members of our Talent Acquisition team and extending fake job offers. These scams may involve requests for personal information or payment for equipment. Protect yourself by following these steps: Verify that all communications from our recruiting team come from an @banyansoftware.com email address. Remember, employers will never request payment or banking information during the hiring process. If you receive a suspicious message, do not respond — instead, forward it to careers@banyansoftware.com and/or report it to the platform where you received it. Your safety and security are important to us. Thank you for staying vigilant.

Responsibilities

The Sr Customer Care Agent is responsible for managing day-to-day support activities while launching initiatives around customer enablement and internal training. This role also involves overseeing support quality and collaborating with various teams to enhance customer experiences.