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Restaurant365 · 1 day ago

Vice President, Customer Support - confidential?

United States

Full-time

Remote

Director/Executive

$196K/yr - $294K/yr

12+ years exp

Restaurant365 is a company focused on providing innovative solutions for the restaurant industry. The Vice President of Customer Support will shape and execute the vision and strategy for customer support, ensuring a seamless experience for customers while overseeing day-to-day operations and cross-functional collaboration.

AccountingProductivity ToolsRestaurantsSaaSSoftware

Responsibilities

Design and execute our customer support strategy to maximize satisfaction and retention, aligning support initiatives with company goals

Provide strategic direction to the team and foster a culture of excellence, collaboration and continuous improvement

Oversee day to day operations (ticketing, SLAs, escalations and performance metrics) to ensure omnichannel support for restaurant customers and partners

Optimize processes to improve response time first contact resolution and to scale support efficiently

Establish and manage a robust cross-functional escalation process to reduce churn, and improve overall outcomes for our customers

Serve as the voice of the customer within the organization, championing initiatives that improve the product and advocating for the needs of restaurant operators

Set standards and performance targets and use data and analytics as well as customer and internal feedback to identify trends and opportunities; measure and report on KPIs

Present executive briefings that show the impact of support initiatives

Build and mentor a high performing team of managers, specialists and agents across multiple time zones

Recruit, onboard and develop talent, and foster a high performance culture both for both on and offshore teams

Partner with Product and Engineering to relay customer insights and influence the roadmap

Collaborate with Sales, Marketing and Customer Success to define onboarding, retention and engagement processes

Leverage automation and support systems (CRM, Support Desk, AI chatbots) to streamline workflows, automate outreach and improve scalability

Acts as driving force in use of AI and intelligent tools to drive better customer experiences and efficiency

Identify and mitigate risks that could impact customer satisfaction or business continuity

Manage the support budget to optimize resource allocation and ensure compliance with data privacy regulations and industry standards

Other duties as assigned

Qualification

Customer support strategySaaS experienceData analysisOperational excellenceLeadership skillsTeam developmentAIAutomationCross-functional collaborationRisk managementBudget managementInterpersonal skillsCommunication skillsPresentation skills

Required

12+ years in customer support, customer success and/or customer success operations roles within SaaS

7+ years in leadership positions, with experience managing and leading multitiered, globally distributed on and offshore teams

Industry knowledge with a deep understanding of SaaS platforms and cloud-based software

Strong leadership with proven ability to inspire and lead large teams and manage vendors/offshore teams

Strong networking and cross functional engagement capabilities

Deep operational experience; has driven scale and efficiency while improving overall key metrics like response and resolution time

Superior analytical skills with proficiency in data analysis and performance reporting; ability to set KPIs/OKRs and use metrics to drive continuous improvement

Proven track record of scaling customer support and/or service organizations in high-growth SaaS companies

Excellent interpersonal, communication, and executive-level presentation skills

A data-driven mindset with a focus on operational excellence and continuous improvement

Superior analytic skills and ability to communicate key insights and performance metrics

Demonstrated innovation, incorporating AI and new automation to drive superior and differentiated experiences

Ability to thrive in a fast-paced, evolving environment with a high level of autonomy

Bachelor's degree required