Director of Customer Support - Remote

Overview

The Director of Customer Support will lead and scale a globally distributed team that delivers 24/7 omni-channel support to restaurant partners, ensuring high-quality customer interactions and operational efficiency.

In Short

• Lead and scale a high-performing customer support team.
• Deliver 24/7 omni-channel support to restaurant partners.
• Optimize team performance and operational efficiency.
• Act as a strategic partner to Product and Engineering teams.
• Ensure high-quality customer interactions meet excellence standards.
• Foster a high-performance culture within the support team.
• Manage vendor relationships, particularly with BPOs.
• Translate customer pain points into actionable insights.
• Drive data-driven decision-making in support operations.
• Passion for the restaurant industry and commitment to value delivery.

Requirements

• Experience managing global, multi-tiered support teams.
• Ability to scale support operations in a high-growth environment.
• Understanding of support systems and performance metrics.
• Strong communication and cross-functional collaboration skills.
• Experience with AI chatbot platforms and automation support.
• Empathy-driven leadership style.
• Data-driven approach to influencing product development.

Benefits

• Estimated base salary of $160,000 - $190,000 per year.
• Generous pre-IPO equity package.
• Comprehensive health coverage.
• Remote-first workplace.
• Unlimited PTO with extra perks.