Apply on Employer Site

Restaurant365 · 3 months ago

Customer Support Operations Lead

United States

Full-time

Remote

Senior Level

$96K/yr - $145K/yr

5+ years exp

Restaurant365 is a SaaS company disrupting the restaurant industry with a cloud-based platform for accounting and back-office operations. The Customer Support Operations Lead will play a critical role in scaling the support function, providing insights, optimizing processes, and enhancing the customer and agent experience.

AccountingProductivity ToolsRestaurantsSaaSSoftware

Responsibilities

Track, analyze, and communicate performance metrics: Own regular reporting and KPIs for Customer Support; identify trends, areas for improvement, and provide actionable insights to leadership

Define tooling requirements: Act as a business owner and power user of Freshdesk and related tools (Zendesk, ServiceNow, Intercom, etc.); define requirements, monitor adoption, and partner with the Systems/IT team for configuration and implementation

Streamline support processes: Design and recommend workflows, automations, and process improvements that reduce friction, scale with growth, and improve customer/agent experience

Refine AI support strategy: Drive initiatives that leverage AI to deliver faster, more accurate customer help and improve agent efficiency

Drive Customer Support strategy: Design and deliver critical initiatives that strengthen the Support function’s impact on renewals, retention, and overall customer success

Provide thought leadership: Research and apply industry-leading support operations methodologies, ensuring our team remains efficient, innovative, and customer-focused

Build scalable initiatives: Develop proactive programs, processes, and prevention strategies that improve efficiency and enable Support to focus on delivering customer value

Partner cross-functionally on data and systems projects: Collaborate with the Systems, Product, and Analytics teams to design metrics, align data definitions, improve tooling, and drive data-informed decision making across the customer lifecycle

Partner with leadership: Act as a trusted advisor to the Support Leadership Team, ensuring alignment between operational initiatives and long-term strategy, providing the visibility, insights, and recommendations they need to make data-driven decisions

Qualification

Customer Support OperationsData AnalysisFreshdeskProcess ImprovementProject ManagementCommunication SkillsSelf-starter

Required

5+ years of business experience in the SaaS industry ideally within a GTM or customer-facing function

3+ years functional Customer Support or Customer Success Operations experience, with a strong understanding of how support organizations are run (workflows, escalations, KPIs, and customer experience)

Strong analytical problem solver with the ability to turn data and qualitative insights into clear recommendations and operational improvements

Experience with Freshdesk or equivalent support ticketing systems (Zendesk, ServiceNow, etc.), with the ability to define business requirements and partner with technical teams for implementation and administration

Proven ability to scope, design, and implement process and system improvements, and assess their impact across the customer lifecycle

Proficiency in project management with a track record of driving initiatives end-to-end in a fast-paced environment

Advanced data analysis and reporting skills (Excel, Google Sheets, BI tools)

Excellent communicator with the ability to translate business needs into technical requirements and build strong cross-functional relationships

Self-starter with a high degree of ownership, accountability, and the ability to operate autonomously in a high-growth SaaS setting