7shifts: Team Management for Restaurants is hiring a
Manager, Customer Support in Worldwide

Summary

The job is for a Manager, Customer Support at 7shifts, a team management software company in the restaurant industry. The role involves leading team performance, providing coaching, and ensuring exceptional customer experiences. The position reports to the Director, Service Delivery and focuses on improving processes, implementing cross-training initiatives, and enhancing playbooks to boost efficiency and foster high performance.

Requirements

• Proven experience managing customer support teams in SaaS
• Demonstrated ability to lead large teams and mentor leaders
• Proficient in navigating ambiguity and making well-considered decisions
• Possess a comprehensive understanding of business strategy
• Track record of project ownership from ideation to implementation
• Collaborative by nature, with strong interpersonal skills

Responsibilities

• Actively manage team performance by setting clear KPIs and fostering a high-performance culture to ensure exceptional service delivery
• Provide coaching and development to team leads and individual contributors, ensuring they have the necessary skills to provide exceptional service to customers
• Represent the Service Delivery Support team both internally within the Service Experience department and cross-functionally, advocating for resources and support needed for team success
• Take ownership of high-priority projects aimed at advancing the Service Experience department and improving overall service delivery
• Provide strategic thought leadership to contribute to the development of the Service Experience strategy
• Enhance the Service Delivery model to meet evolving business needs through initiatives such as cross-training and channel optimization
• Lead departmental and cross-functional projects focused on process improvement and playbook enhancements, collaborating with various teams to drive efficiency and improve customer service

Preferred Qualifications

• Proficient in operational requirements for US & CAD payroll products
• Skilled in building and scaling teams
• Previous experience in the restaurant or restaurant tech industry

Benefits

• Opportunity for professional growth due to company's rapid scaling
• Challenge of tackling real problems for restaurant owners and industry elevation
• Culture that values integrity, adaptability, collaboration, and quick impact
• Equity in a Series C, VC-backed SaaS company
• Competitive health benefits right from the start
• Lifestyle spending accounts and access to corporate discounts
• Parental leave program that supports caregivers during an important time in their lives
• Flexibility to work remotely, in person at offices, or a mix of both
• Flexible vacation policy and '90 Day Shift' program that supports team members in exploring the world
• Latest Apple technology, home office set up, and 7shifts swag
• Professional growth support through coaching, IDPs, peer and leader feedback, internal promotions, and more