Manager, Customer Support at 7shifts- Remote

Manager, Customer Support at 7shifts

Location: Remote, US

Salary: Not Stated

Posted: 13th JUNE  | Full-time | International

Company: 7shifts

About 7shifts

7shifts is an all-in-one team management software platform specifically designed for the restaurant industry. We are trusted 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, aiming to elevate what restaurant teams can achieve together.

Position: Manager, Customer Support

We are seeking a dedicated and experienced Manager, Customer Support, to lead and inspire our customer support team. This role is critical in driving team performance, providing coaching, and ensuring exceptional customer experiences. Reporting to the Director of Service Delivery, you will play a key role in advocating for resources, leading projects, and refining our service delivery approach. Your collaborative and strategic efforts will focus on improving processes, implementing cross-training initiatives, and enhancing playbooks to boost efficiency and foster high performance.

What You’ll Do

• Manage Team Performance: Set clear KPIs and foster a high-performance culture to ensure exceptional service delivery.
• Coaching and Development: Provide coaching and development to team leads and individual contributors, ensuring they have the necessary skills to provide exceptional service to customers.
• Representation and Advocacy: Represent the Service Delivery Support team internally within the Service Experience department and cross-functionally, advocating for resources and support needed for team success.
• Project Ownership: Take ownership of high-priority projects aimed at advancing the Service Experience department and improving overall service delivery.
• Strategic Thought Leadership: Provide strategic thought leadership to contribute to the development of the Service Experience strategy.
• Service Delivery Enhancement: Enhance the Service Delivery model to meet evolving business needs through initiatives such as cross-training and channel optimization.
• Process Improvement: 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: Experience managing customer support teams in SaaS, adept at utilizing various models to ensure exceptional customer experiences.
• Leadership Skills: Demonstrated ability to lead large teams and mentor leaders, with a track record of cultivating high-performance teams through effective leadership.
• Decision-Making: Proficient in navigating ambiguity and making well-considered decisions, willing to take calculated risks and explore innovative approaches to service delivery.
• Business Strategy: 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.
• Project Management: Track record of project ownership from ideation to implementation, effectively balancing strategic initiatives with day-to-day team management responsibilities.
• Collaborative Nature: Collaborative by nature, with strong interpersonal skills, fostering curiosity-driven conversations focused on driving outcomes for both teams and the business.

Preferred Qualifications

• Payroll Products: Proficient in operational requirements for US & CAD payroll products.
• Team Building: Skilled in building and scaling teams, with insights into necessary technologies for success.
• Industry Experience: Previous experience in the restaurant or restaurant tech industry.

Our Commitment to Our Team Members

• Opportunity: An exciting time to work at 7shifts as our product evolves and our team scales quickly. This scale offers many unique learning opportunities in a short period, accelerating professional growth.
• Challenge: Tackle real problems for restaurant owners and play a key role in solving those problems and elevating an entire industry.
• Culture: Integrity, adaptability, and collaboration are highly valued in an environment that moves quickly to drive incredible impact.
• Equity: Equity in a Series C, VC-backed SaaS company, enabling every team member to be an owner of their future success!
• Health and Wellness: Competitive health benefits from the start, lifestyle spending accounts, access to corporate discounts, and a parental leave program supporting caregivers during an important time in their lives.
• Flexibility: Intentional around how and where we work – remotely, in-person at our Toronto and Saskatoon offices, or a mix of both. Plus, a flexible vacation policy to encourage everyone to recharge when needed, and a 90 Day Shift program that supports exploring the world.
• Support: We set our team members up for success with the latest Apple technology, a home office setup, and some fun 7shifts swag to make it official! Plus, professional growth is supported through coaching, IDPs, peer and leader feedback, internal promotions, and more.

How to Apply

We thank you for your interest in joining the 7shifts team! To apply for this position, please follow the link to our application page.

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Equal Employment Opportunity

We are committed to attracting and retaining the best employees from all races and backgrounds in our continued effort to become a better development partner. 7shifts is an equal opportunity employer and does not charge any application/recruitment fee, whether refundable or not.

We wish you the best in your application journey and remind you that our website is committed to attracting and retaining the best employees from all races and backgrounds in our continued effort to become a better development partner. 7shifts is an equal opportunity employer and does not charge any application/recruitment fee, whether refundable or not.