Manager, Customer Support
Title: Manager, Customer Support
Location: Remote
Job Description:
7shifts is an all-in-one team management software platform designed for the restaurant industry. Were used by 1 in 10 restaurant workers and over 50,000 restaurants across North America. Our mission is to simplify Team Management and improve performance for restaurants, with a long-term vision of elevating what restaurant teams can achieve together.
As the Manager, Customer Support at 7shifts you will lead team performance, provide coaching, and ensure exceptional customer experiences. Reporting to the Director, Service Delivery you will be pivotal in advocating for resources, leading projects, and refining our service delivery approach. Your collaborative and strategic efforts with internal stakeholders will focus on improving processes, implementing cross-training initiatives, and enhancing playbooks to boost efficiency and foster high performance.
Were building an inclusive work environment that is representative of the diverse industry we have the pleasure of serving and encourage candidates from all backgrounds to apply.
What youll do:
- 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
What you bring:
- Proven experience managing customer support teams in SaaS, adept at utilizing various models to ensure exceptional customer experiences
- Demonstrated ability to lead large teams and mentor leaders, with a track record of cultivating high-performance teams through effective leadership
- Proficient in navigating ambiguity and making well-considered decisions, willing to take calculated risks and explore innovative approaches to service delivery
- Possess a comprehensive understanding of business strategy and adeptness in aligning team goals with organizational objectives, demonstrating confidence in leading teams through periods of change
- Track record of project ownership from ideation to implementation, effectively balancing strategic initiatives with day-to-day team management responsibilities
- Collaborative by nature, with strong interpersonal skills, fostering curiosity-driven conversations focused on driving outcomes for both teams and the business
Itd be even cooler if you had:
- Proficient in operational requirements for US & CAD payroll products
- Skilled in building and scaling teams, with insights into necessary technologies for success
- Previous experience in the restaurant or restaurant tech industry
- Opportunity: Its an exciting time to work at 7shiftsour product is evolving and our team is scaling quickly. Scale like this offers many unique learning opportunities in a short period of time, accelerating the professional growth of our team members
- Challenge: Were tackling real problems for restaurant owners and were just getting started. Working at 7shifts means playing a key role in solving those problems and elevating an entire industry
- Culture: Theres a reason were one of the best workplaces in North America! We value integrity, adaptability and collaboration in an environment that moves quickly to drive incredible impact
- Equity: Equity in a Series C, VC-backed SaaS companyenabling every team member to be an owner of their future success!
- Health and Wellness: Competitive health benefits right from the start, lifestyle spending accounts, access to corporate discounts, and a parental leave program that supports caregivers during an important time in their lives
- Flexibility: Our team is intentional around how and where we workwhether thats remotely, in person at our Toronto and Saskatoon offices, or a mix of both. Plus, we offer a flexible vacation policy to encourage everyone to recharge when they need it. Oh, and a 90 Day Shift program that supports our team members in exploring the world
- Support: We set our team members up for success with the latest Apple technology, a home office set up, and some fun 7shifts swag to make it official! Plus, we take professional growth seriously and support this through coaching, IDPs, peer and leader feedback, internal promotions, and more
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