Lead Customer Support Consultant

Cargas Systems • Full-time • Lancaster, PA, US • 10h ago

About The Role

Cargas is hiring a Lead Customer Support Consultant to support our Cargas Energy customers. In this role, you'll provide deep customer support expertise to proactively work with customers to resolve issues. You'll collaborate with internal teams, including Consulting and Product teams, to improve the overall customer experience. You'll also provide mentorship and workflow coordination for the broader support team.

Key Responsibilities

Partner with customers to troubleshoot issues, provide timely resolutions, and deliver an exceptional support experience.
Educate users on product functionality, best practices, and new features.
Support drivers and technicians in the field when product-related issues arise.
Identify trends in customer issues and provide feedback to improve products, services, and support processes.
Collaborate with Consulting and Product Development teams to advocate for customer needs and recommend enhancements.
Contribute to the creation of training resources for customers and team members.
Maintain accurate documentation of customer interactions, issues, and resolutions.
Prioritize and manage support activities to meet individual and team service goals.
Drive continuous improvement initiatives that enhance operational efficiency and customer satisfaction.
Coach and mentor team members while contributing to employee development and team success.
Coordinate team workload, assign work as needed, and support capacity planning and forecasting efforts.
Champion the use of approved AI technologies, automation, and self-service solutions to improve team effectiveness and customer experience.

Required Qualifications

Bachelor's degree or equivalent experience.
4 years of experience in a customer-facing position or equivalent customer support experience, or 2 years of experience with the Cargas Energy product.
Ability to learn Cargas products, remote support software, and ticketing systems.
Strong organizational, collaboration, and time-management skills.
Excellent written and verbal communication skills.

Additional Experience We Value

Experience with Zendesk analytics and administration.
Software support experience.
Basic SQL skills.

Who We Are

Cargas is an employee-owned software and consulting company where people do meaningful work and share in the success they help create. There’s no one-size-fits-all career path here—you’ll have the tools, support, and flexibility to explore opportunities, build your skills, and grow in ways that are meaningful to you—while contributing to the success of the company. Built on trust and transparency, we practice open-book management, giving employees visibility into company performance so they’re informed, accountable, and connected to our collective goals.

Headquartered in Lancaster, Pennsylvania, we’re committed to sustainable growth for both our business and our people.

Culture, Values, & Work

Our core values—employee ownership, teamwork, and customer care—guide how we work and support one another. We collaborate across teams, welcome diverse ideas, and foster an environment where people feel empowered to contribute. Work arrangements vary by role and team and are designed to balance exceptional customer care with flexibility for personal needs. Our employee tenure exceeds industry benchmarks, and we’ve been recognized as a Best Place to Work in Pennsylvania for two decades.

Ownership & Benefits

Employees share in our success through employee ownership, profit sharing, and bonus programs, supported by a competitive total rewards package that includes comprehensive benefits and cost-saving programs focused on mental, physical, financial, and social well-being.

Equal Opportunity Statement

Cargas Systems is an Equal Opportunity Employer. We encourage all applicants who are excited about our company to apply, even if you don't meet every qualification; you may be a great fit for this role or another opportunity at Cargas!

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