Dorsia · 15 hours ago
Senior Manager, Customer Support
New York City, NY
Full-time
Hybrid
Senior Level
$110K/yr - $150K/yr
6+ years expDorsia is a hospitality-tech innovation company redefining access to high-demand restaurants and experiences. They are seeking a Senior Manager, Customer Support to lead and scale their global support operations, ensuring a high-touch service experience for members and restaurants.
Online PortalsReservationsRestaurantsSoftware
Responsibilities
Build a World-Class Ops Strategy: Develop and lead the operations strategy for a complex supply–demand platform by building scalable processes and frameworks that support Dorsia’s growth across new markets and verticals
Lead End-to-End Ops Enablement: Make operations smarter, faster, more consistent, and more scalable by analyzing and optimizing existing operational workflows
Own the Member Experience Playbook - Partner with our Membership team to define and evolve the standards for member and restaurant interactions—tone, resolution paths, escalation protocols, and more
Lead Global Support - Manage our Hospitality Analysts team, including offshore operations in the Philippines, with a strong hospitality-first mindset
Be a Player-Coach - Jump in on key member or restaurant issues when needed, while building up the team’s training, quality, and performance frameworks
Workforce & Capacity Planning - Forecast volume, schedule shifts across US, EU, and APAC, and ensure 24/7 coverage through effective workforce management
Design Internal Tools - Build and maintain workflows in Retool, Intercom, Airtable, Zapier, and Notion. Continuously streamline operations through automation
Partner Cross-Functionally - Work with Marketing, Business, Product, and Engineering to identify high-volume support issues and help eliminate them by productizing the solutions
Leverage AI - Drive experimentation and implementation of AI tools to automate repetitive tasks and scale service quality without scaling headcount
Measure & Improve - Set and manage SLAs, CSAT/NPS, ticket deflection, and other KPIs. Constantly raise the bar on performance and efficiency
Qualification
Required
6+ years of experience in Customer Experience, Support Ops, Strategy, or Workforce Management—ideally in high-touch, fast-paced environments
Proven people leadership experience, including managing distributed or offshore teams
Experience scaling processes and operations in a 24/7 or global support context
Strong operational and systems thinking skills to design processes that scale while also solving day-to-day problems
Hands-on experience with Intercom, Retool, Zapier, Airtable, Notion, or similar tools; excitement about automation and AI-enabled operations
Strong analytical and data-driven mindset, and comfort working cross-functionally with Product, Engineering, and Finance to track and improve performance metrics
Passion for hospitality, operational excellence, and building tech-enabled experiences
Benefits
Equity
Medical, dental, and vision insurance
FSA
401(k)
Flexible PTO
In-office lunch three days a week
Employee dining credits
Access to One Medical, Teladoc, Talkspace, and Kindbody
Company
Dorsia
Dorsia is a members-only platform that offers reservations at in-demand restaurants in major cities
11-50 employees
Funding
Current Stage
Early StageTotal Funding
$50.4MKey Investors
Index Ventures
2025-02-14Series A· $50.4M
2025-02-14Seed
Leadership Team
Marc Lotenberg
Founder, CEO, Chairman
Recent News
2026-01-20
2025-12-19
PR Newswire
2025-10-16
Company data provided by crunchbase