Customer Support Manager - Côte d'Ivoire

Farmforce strives to build trust and transparency in the agricultural first mile. We deliver digital solutions to secure sustainable sourcing, improve farmers' quality of life, and protect the environment. Our clients work with 1,000,000+ smallholders in 32 countries across Africa, Asia, Europe, and Latin America and we’re continuously expanding our platform to address global challenges. We’re growing!

Industry: Information Technology & Services

Employment Type: Contractor Contract

Job Opening: Customer Support Manager

Location: Abidjan, Cote D'Ivoire

Main Duties and Responsibilities:

SaaS Platform Delivery

· Possesses a deep understanding of the Farmforce standard Service Level Agreement (SLA), clearly distinguishing between services included and those excluded from the standard offering.

· Proactively monitors internal systems (e.g., Jira, TeamCity, Checkly) to ensure compliance with service level targets, including response time, resolution time, and system uptime.

· Supports the regular maintenance and upkeep of Farmforce solutions to ensure optimal system performance and reliability.

Service Request Management

· Responds to quesries and delivers proactive, professional, and solution-oriented customer service with a strong focus on responsiveness and customer satisfaction.

· Provides second-line support by engaging directly with customers to fully understand the nature and scope of their service requests. Distinguishes clearly between standard solution offerings and change requests.

· Conducts root cause analysis through hands-on testing and investigation to resolve both customer-reported and internally identified issues.

· Empowers and supports Customer Support team members in handling medium and low priority issues independently, promoting a collaborative and accountable support environment.

· Coordinates with Customer Success and Sales teams to evaluate new customer requests—such as custom development or product changes—and contributes to solution design. Identifies upselling opportunities and communicates them effectively to Customer Success for follow-up.

Ticket Prioritization

· Accurately logs and categorizes service requests in the appropriate Jira projects, ensuring all necessary information is included for efficient triage, technical investigation, and resolution.

· Collaborates closely with the Operations team to align on ticket prioritization based on impact, urgency, and business context. Supports regular ticket review meetings to assess progress and adjust priorities as needed.

· Ensures timely escalation of critical or high-impact issues to the relevant technical teams while maintaining clear communication with stakeholders throughout the resolution process.

· Monitors the ticket lifecycle to identify bottlenecks, recurring issues, or opportunities for process improvement, contributing to a more efficient support workflow.

Incident Identification and Escalation

· Coordinates with the Infrastructure and Product Teams to escalate incidents promptly, ensuring accurate classification and timely resolution.

· Proposes communication plan to Regional Operations Managers / Head of Operations and, where appropriate, external stakeholders during incident lifecycles to ensure transparency and trust.

· Contributes to continuous improvement of incident management processes by identifying gaps and recommending enhancements.

Documentation & Reporting

· Supports monthly operational reporting and other Customer usage reporting as required.

Qualifications :

• Bachelor’s degree in Computer Science, Information Systems, Business Administration, or a related field.
• 5+ years of experience in customer support or service delivery, preferably in a SaaS or B2B environment.
• Proven leadership in managing customer support operations and cross-functional collaboration.
• Proficient with ticketing and monitoring tools (e.g., Jira, TeamCity, Checkly).
• Strong skills in system monitoring, root cause analysis, and escalation processes.
• Able to interpret technical documentation and communicate with technical teams.
• Experience with reporting tools and data-driven decision-making.
• Excellent multitasking, attention to detail, and prioritization abilities.
• Experience mentoring support team members.
• Collaborative, resourceful, tenacious, and pragmatic.

What we offer

· Casual and flexible work environment

· Opportunity for growth for all employees

How do I apply?

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