Customer Support Operations Lead - Remote

Overview

Restaurant365 is a SaaS company disrupting the restaurant industry! Our cloud-based platform provides a unique, centralized solution for accounting and back-office operations for restaurants. Restaurant365’s culture is focused on empowering team members to produce top-notch results while elevating their skills. We’re constantly evolving and improving to make sure we are and always will be “Best in Class” ... and we want that for you too!

In Short

• Track, analyze, and communicate performance metrics for Customer Support.
• Define tooling requirements and act as a business owner of Freshdesk.
• Streamline support processes to improve customer and agent experience.
• Refine AI support strategy to enhance efficiency.
• Drive Customer Support strategy for renewals and retention.
• Provide thought leadership on support operations methodologies.
• Build scalable initiatives to improve efficiency.
• Collaborate with cross-functional teams on data and systems projects.
• Act as a trusted advisor to the Support Leadership Team.

Requirements

• 5+ years of experience in the SaaS industry, ideally in a customer-facing role.
• 3+ years in Customer Support or Customer Success Operations.
• Strong analytical problem solver with data-driven insights.
• Experience with Freshdesk or equivalent ticketing systems.
• Proven ability to implement process and system improvements.
• Proficiency in project management in a fast-paced environment.
• Advanced data analysis and reporting skills.
• Excellent communicator with strong cross-functional relationship skills.
• Self-starter with high ownership and accountability.

Benefits

• Salary range of $96,400-$144,600.
• Comprehensive medical benefits, 100% paid for employee.
• 401k + matching.
• Equity Option Grant.
• Unlimited PTO + Company holidays.
• Wellness initiatives.