Customer Support Manager
Job Overview
Who are we?
SOLEVO is a leading distributor of chemicals and inputs for specific industrial and agricultural segments in Africa. SOLEVO assists African farmers and Industries succeed by providing them with a full range of fertilizers, seeds, crop protection products and industrial chemicals they need with a guaranteed quality and good value. With over 75 years at the frontier of economic growth and transformation across Africa, we deliver critical raw materials and expertise to the continent’s high GDP-contributing life sciences and industrials sectors.
What are we looking for?
We are looking for a Customer Support Manager to join our team in Abidjan. The successful candidate should have solid experience in the field and be fluent in English and French.
What do we expect from the candidate?
We are seeking a highly organized and proactive Customer Support Manager to oversee our customer support program. This role will be responsible for managing all inbound user inquiries and coordinating a distributed team of sales representatives and agronomists to ensure timely, accurate, and high-quality responses.
Oversee and manage all inbound customer support inquiries from farmers and agro-businesses.
Lead and coordinate a distributed team of sales staff and agronomists to provide consistent and accurate guidance.
Develop and implement standard operating procedures for responding to customer questions.
Monitor response times and customer satisfaction, identifying areas for improvement.
Train and support team members to ensure high-quality advisory services.
Analyze trends in inquiries to inform product development and support resources.
Act as the primary point of escalation for complex or sensitive issues.
Collaborate with product, sales, and agronomy teams to ensure alignment and knowledge sharing.
The key responsibilities:
Inbound Inquiry Handling
Monitor all incoming customer questions across channels (chat, email, phone, app).
Prioritize inquiries based on urgency and impact.
Assign questions to the appropriate team member (sales rep, agronomist).
Team Coordination & Supervision
Schedule and manage a distributed team of salespeople and agronomists.
Ensure team members are following standard procedures for responses.
Conduct regular check-ins or meetings to discuss performance and updates.
Provide coaching and guidance on handling complex or sensitive inquiries.
Response Quality & Accuracy
Review and approve responses to ensure they are correct, clear, and actionable.
Develop templates, FAQs, and knowledge base entries to standardize responses.
Track resolution rates and customer satisfaction for continuous improvement.
Training & Knowledge Sharing
Train new team members on processes, tools, and platform features.
Organize knowledge-sharing sessions between agronomists, sales staff, and support teams.
Keep the team updated on product changes, agricultural trends, and best practices.
Analytics & Reporting
Track metrics such as response time, resolution time, and customer satisfaction.
Analyze common issues or trends in inquiries to inform product or service improvements.
Prepare regular reports for leadership on support performance and insights.
Escalation Management
Act as the point of contact for escalated or complex customer issues.
Coordinate with product, operations, or agronomy teams for problem resolution.
Process Improvement
Continuously refine support workflows for efficiency and scalability.
Implement tools or automation where possible to streamline customer support.
Ensure compliance with company policies and quality standards.
Customer Engagement
Collect feedback from users to improve advisory services.
Proactively reach out to customers to resolve recurring issues.
Build relationships with key users to understand their challenges and needs.
If you possess…
Must-Have:
Bonus for Bachelor’s degree in Agriculture, Agribusiness, Horticulture, Plant Science, or related field, OR
Certifications in Customer Support Management, CRM tools, or Project/Team Management are advantageous.
Short courses or training in agronomy, sustainable farming, or agri-advisory practices can strengthen the candidate’s profile.
In lieu of formal education, 5+ years of experience in customer support, agronomy advisory, or managing remote teams can substitute for a degree if the candidate demonstrates strong domain knowledge and management skills.
Nice-to-Have:
Customer Support Expertise – Strong ability to handle inquiries efficiently, resolve problems, and maintain high customer satisfaction.
Team Leadership & Management – Experience leading and coordinating distributed or remote teams, including salespeople and agronomists.
Agricultural Knowledge – Understanding of farming operations, crop management, agri-business practices, or agronomy to provide accurate guidance.
Communication Skills – Excellent verbal and written communication, able to explain complex agricultural concepts simply.
Problem-Solving & Critical Thinking – Ability to analyze customer issues and coordinate appropriate solutions quickly.
Process & Workflow Management – Skilled at designing, implementing, and refining support processes and standard operating procedures.
Data Analysis & Reporting – Ability to track metrics (response time, resolution time, satisfaction) and generate actionable insights.
Training & Coaching – Ability to onboard, train, and upskill team members for consistent service quality.
Technology & Tool Proficiency – Comfortable using CRM systems, support platforms, chat/email tools, and collaboration software.
Basic to intermediate understanding of crop cycles, soil health, fertilizers, irrigation, pest management, and sustainable farming practices.
Awareness of challenges faced by smallholders, commercial farms, and agro-businesses.
Best practices in inbound customer support, ticketing systems, and response prioritization.
Familiarity with CRM systems, helpdesk platforms, live chat tools, and collaboration software.
Understanding of customer support KPIs such as response time, resolution time, and customer satisfaction.
Knowledge of best practices for managing remote teams, setting expectations, and monitoring performance
If you are…
Proactive
Adaptable
Strong Communicator
Problem solver
Leadership & mentoring
Resilience & stress management
Customer centric
Attention to detail.
Why join Solevo?
Join a young dynamic team who is leading the chemical distribution on the African continent.
Enjoy a collaborative, international and agile work environment.
Be part of a team where freedom, initiative and ‘thinking out of the box’ is key.
Opportunity to work in a growing versatile environment.
Competitive compensation package and comprehensive benefits package.
Explore opportunities for professional growth and advancement.
Then, this job is for you!
How to join us?
If you’re excited about this position, we encourage you to submit your resume detailing your relevant experience and be part of our exciting journey.
What's next ?
If your profile matches our search, you will be contacted by our HR team for a first contact.
Please be informed that we will keep your profile to contact you for future professional opportunities.