Customer Support Manager

ROCKWOOL North America; Baltimore (MD); Remote; USD 75,000 - 85,000; Full time

Job summary

ROCKWOOL North America is looking for a Customer Support Manager for its Grodan division, focused on delivering first-line technical support for Grodan's GroSens sensors and e-Gro software. The role emphasizes ensuring excellent customer experiences through onboarding and troubleshooting, while managing support inquiries in a remote work environment.

Benefits

Comprehensive medical, dental, and vision plans

Retirement Pension Matching Program

Generous PTO and paid holidays

Educational Assistance

Fitness reimbursement and EAP access

Company-provided PPE

Qualifications

• 3+ years of experience in technical customer support, preferably in a SaaS or IoT environment.
• Fluent in English; knowledge of additional languages is a plus.
• Experience in horticulture or agri-tech is a bonus but not required.

Responsibilities

• Lead customer onboarding journey and manage technical inquiries.
• Provide first-line technical support for GroSens and e-Gro.
• Maintain and improve support processes and documentation.

Skills

Technical customer support

Communication

Project management

Problem-solving

Technical aptitude

Customer-focused mindset

Tools

CRM systems

Support ticketing systems

Job description

Grodan, a division of ROCKWOOL Group, is seeking a Customer Support Manager (CSM) responsible for delivering high-quality first-line technical support for Grodan’s GroSens sensors and e-Gro software platform. The primary focus of this role is to ensure a smooth, positive customer experience through effective onboarding and technical troubleshooting. This position is a remote role residing in the U.S. with no direct reports and will report to the Manager, Service Delivery.

Grodan has become the basis for sustainable horticulture by enabling cultivation on stone wool. Our products enable customers to use fewer valuable resources such as water, space and nutrients, resulting in crop optimization. Our e-Gro software platform integrates greenhouse data and provides growers with better business insights.

Ready to help build a better future for generations to come?

In an ever-changing, fast paced world, we owe it to ourselves and our future generations to live life responsibly. At ROCKWOOL, we work relentlessly to enrich modern living through our innovative stone wool solutions.

Join us and make a difference!

What You Will Be Doing

The Customer Support Manager will lead new customers through the onboarding journey, ensuring the successful installation, configuration, and adoption of Grodan’s digital solutions. In addition, you will manage incoming technical inquiries, resolve support issues, and collaborate with internal teams to maintain high support standards and continuously improve documentation and service processes.

• Manage and execute the onboarding process for new customers using GroSens and e-Gro, including hardware setup, software configuration and user training.
• Provide first-line technical support for hardware and platform-related issues (connectivity, data visualization, software bugs, etc.).
• Act as a point of escalation for support issues and coordinate with second-line technical or product teams where necessary.
• Maintain and improve support processes, including ticket tracking, resolution protocols, and reporting.
• Contribute to the creation and maintenance of support documentation, FAQs, and customer-facing resources to enhance self-service capabilities.
• Collect customer feedback and relay insights to product and development teams to support continuous product improvement.
• Monitor support metrics and customer satisfaction to ensure a high standard of service delivery.

What You Bring

• 3+ years of experience in technical customer support, preferably in a SaaS or IoT hardware/software environment.
• Strong communication and project management skills with the ability to lead customer onboarding initiatives.
• Customer-focused mindset with a passion for delivering excellent service.
• Strong problem-solving skills and technical aptitude.
• Proficiency with CRM and support ticketing systems (e.g. Zendesk or Salesforce Service Cloud).
• Ability to work independently, manage time effectively and meet objectives and deadlines in a remote work environment.
• Fluent in English; additional languages (e.g., Dutch, Spanish, French) are a plus.
• Experience in horticulture or agri-tech is a bonus but not required.

What We Offer

• Competitive Pay & Benefits from Day 1: Comprehensive medical, dental, massage therapy, and vision plans.
• Retirement Pension Matching Program
• Paid Time Off:Generous PTO, paid holidays, and top up plans for maternity and paternity leave.
• Educational Assistance & Career Growth:Invest in your future.
• Wellness Perks: Fitness reimbursement and EAP access.
• Safety First:Company-provided PPE and programs to keep you protected

The base salary range for this position is $75,000.00 - $85,000.00. Your base salary is determined based on location, experience and the pay of employees in similar positions. This position is not bonus eligible.

Who We Are

Founded in 1937 in Denmark, ROCKWOOL Group transforms volcanic rock into sustainable and innovative products that enhance lives and communities. With a global team of over 12,000 employees and 51 manufacturing facilities across 40+ countries, we are united by a shared mission:unlocking the natural power of stone to enrich modern living.

This role is part of our Grodan business, a division of the ROCKWOOL Group. Grodan supplies innovative and sustainable growing media solutions for professional growers and home gardeners. For almost 50 years, our team has been dedicated to creating the optimal environment for roots resulting in healthy and strong plants. To learn more, visitwww.grodan.com.