Vice President, Customer Support at Restaurant365 | Torre

Vice President, Customer Support

You'll lead customer support strategy, championing innovation and operational excellence to shape the future of hospitality.
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Full-time

Legal agreement: Employment

Compensation
USD196k - 294k/year
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Remote (anywhere)
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Posted 5 months ago

Requirements and responsibilities


How you\'ll add value:Strategy & Leadership: 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.Operational Excellence: 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.Customer Advocacy: Serve as the voice of the customer within the organization, championing initiatives that improve the product and advocating for the needs of restaurant operators.Data Driven Insights: 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.Team Development: 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.Cross-Functional Collaboration: 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.Technology & Automation: 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.Risk Management: Identify and mitigate risks that could impact customer satisfaction or business continuity.Budget & Compliance: Manage the support budget to optimize resource allocation and ensure compliance with data privacy regulations and industry standards.Other duties as assigned.What you\'ll need to be successful in this role:12+ years in customer support, customer success and/or customer success operations roles within SaaS, with: 7+years in leadership positions, with experience managing and leading multitiered, globally distributed on and offshore teamsIndustry knowledge with a deep understanding of SaaS platforms and cloud-based softwareStrong leadership with proven ability to inspire and lead large teams and manage vendors/offshore teams. The ability to drive a vision to execution.Strong networking and cross functional engagement capabilitiesDeep operational experience; has driven scale and efficiency while improving overall key metrics like response and resolution timeSuperior analytical skills with proficiency in data analysis and performance reporting; ability to set KPIs/OKRs and use metrics to drive continuous improvementProven track record of scaling customer support and/or service organizations in high-growth SaaS companiesExcellent interpersonal, communication, and executive-level presentation skillsA data-driven mindset with a focus on operational excellence and continuous improvementSuperior analytic skills and ability to communicate key insights and performance metricsDemonstrated innovation, incorporating AI and new automation to drive superior and differentiated experiencesAbility to thrive in a fast-paced, evolving environment with a high level of autonomyBachelor\'s degree required; MBA or equivalent is a plusPrevious restaurant, HR and/or financial technology experience is a plusR365 Team Member Benefits & CompensationThis position has a salary range of $196,000-$294,000. The above range represents the expected salary range for this position. The actual salary may vary based upon several factors, including, but not limited to, relevant skills/experience, time in the role, business line, and geographic location. Restaurant365 focuses on equitable pay for our team and aims for transparency with our pay practices.Comprehensive medical benefits, 100% paid for employee401k + matchingEquity Option GrantUnlimited PTO + Company holidaysWellness initiatives
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