Customer Support Manager

About Vori

Vori is transforming how independent grocers run their businesses connecting stores distributors and brands to make local retail thrive. Our customers are small business owners who rely on us as a trusted partner and our support experience is core to that relationship. As we scale rapidly were looking for a founding leader to build and level up our Customer Support function for the next phase of growth.

The Role

Were looking for a Support Manager a hands-on leader who will build lead and scale our Support organization while directly managing frontline interactions during the early stages. Youll be both player and coach: rolling up your sleeves to handle complex customer issues and designing the systems processes and metrics that will power a world-class support experience.

This role is for someone who thrives in a fast-moving ambiguous environment someone excited to define what great support looks like for the independent grocery industry. Youll balance cutting-edge AI-driven efficiency with the human connection that our customers value most.

What Youll Do

• Build the foundation Establish scalable support workflows SOPs and escalation paths that enable rapid consistent and high-quality service.

• Lead & coach Hire train and develop a high-performing team that delivers empathetic effective support to grocers nationwide.

• Own metrics Define and monitor SLAs CSAT response times and key efficiency metrics; use data to continually improve processes.

• Implement tools Evaluate and implement tools (especially AI/automation) to drive scale while maintaining the warmth of human support.

• Design for growth Build out incident response programs workforce management and knowledge systems to support future volume.

• Be the voice of the customer Partner cross-functionally with Product Engineering and Operations to surface insights and close the loop on customer feedback.

• Stay flexible Support a function that operates when our grocers do including evenings weekends and holidays.

Who You Are

• Customer-first operator: You have a track record of delivering exceptional customer experiences and managing complex escalations with care and clarity.

• Builder at heart: Youre excited by blank slates and can design systems that balance structure with agility.

• Data-driven leader: You know how to use metrics to diagnose prioritize and improve.

• Coach & mentor: You invest in people guiding team members to grow while maintaining high standards.

• Adaptable problem-solver: You thrive amid competing priorities and fast change.

• Tech & process fluent: Youre comfortable evaluating CRMs ticketing tools and authentication systems and understand how to use technology (including AI) to scale intelligently.

• Industry learner: Youre eager to become a product and grocery industry expert understanding our customers world deeply enough to serve them better.

Qualifications

• 5 years in Customer Support Customer Success or Operations roles with at least 2 years in a team lead or manager capacity.

• Proven experience building or scaling support processes in a high-growth or early-stage environment.

• Experience implementing and optimizing support tooling - strong preference for experience with HubSpot Help Desk

• Strong written and verbal communication skills with an ability to communicate across technical and non-technical teams.

• Flexibility to work rotating shifts (including evenings/weekends/holidays).

• Grocery or retail tech experience a plus but not required curiosity and empathy are musts.

Why Join Vori

Youll be joining at a pivotal moment with the chance to build a foundational function from the ground up shape the customer experience for an entire industry and grow into a senior leadership role as we scale. If youre a builder coach and operator whos energized by both human connection and smart systems design wed love to talk.

Required Experience:

Manager