Director of Support

Summary

Join Owner.com as the Director of Customer Support and lead a globally distributed team delivering 24/7 omni-channel support to restaurant partners. You will oversee a team of 40+ across the U.S., Canada, and LATAM, optimizing team performance, resolving operational inefficiencies, and building scalable systems. As a key thought leader, you will represent the support team and customers, partnering with Product and Engineering to influence the roadmap and ensure support strategy aligns with technology. This 100% remote role, based in the U.S. or Canada, is crucial for ensuring excellent customer interactions. You will set and scale the operational strategy, foster a high-performance culture, act as a strategic partner to Product and Engineering, and ensure operational resilience. The role involves collaboration with various leaders across the company.

Requirements

• A seasoned customer support leader with experience managing global, multi-tiered teams in a high-growth, tech-enabled environment
• Proven ability to scale support operations and lead through complexity while maintaining service quality and team morale
• Deep understanding of support systems and tools (e.g., Salesforce, Talkdesk, AI chatbot platforms), with a strong grasp of performance metrics, SLAs, and QA standards
• An influential communicator and cross-functional collaborator who can advocate for customer needs and shape the broader company strategy
• Experience managing vendor or BPO relationships, particularly with chatbot or automation support partners
• Empathy-driven leadership style with a passion for the restaurant industry and a commitment to delivering value driving support at scale
• Extremely data driven, with proven track record of influencing product development at previous companies

Responsibilities

• Set and scale the operational strategy for our global, omni-channel support function to deliver consistent, high-quality experiences around the clock
• Foster a high-performance culture by developing frontline leaders, optimizing team structure, and aligning KPIs to business goals
• Act as a strategic partner to Product and Engineering, translating customer pain points into actionable insights that improve our platform
• Ensure operational resilience by identifying and resolving single points of failure and optimizing the relationship with our AI chatbot BPO partner

Benefits

• Comprehensive health coverage
• Remote-first workplace
• Unlimited PTO - plus extra fun perks!