Sr Customer Care Agent :The Lake Companies

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 f