Manager, Restaurant Tech Support

Team Leadership & Development

• Lead coach and develop a team of Support Specialists and Team Leads through consistent 1:1s structured performance feedback and clear growth plans.

• Drive accountability and engagement aligned to support KPIs service standards and R365s organizational goals.

• Facilitate team meetings stand-ups and retrospectives that keep the team aligned informed and improving.

• Partner with Training and Enablement to ensure agents are onboarded effectively and continuously upskilled as the product evolves.

• Communicate team performance priorities and risk areas clearly and consistentlytoleadership.

Support Operations & Escalation Management

• Own the day-to-day: queue management backlog health staffing coverage and SLA adherence across your team.

• Serve as the primary escalation point for complex or sensitive customerissues youstep in when it matters most.

• Partner with Product and Engineering to triage prioritize and resolve systemic issues thatimpactmultiple customers.

• Monitor trends in support volume and escalations to proactivelyidentifyrisks and gaps before they become bigger problems.

• Ensure your team consistently uses the right tools workflows and documentation to deliver quality and efficiency at scale.

Customer & Product Alignment

• Develop a deep understanding of what drives supportdemand ticketanalysis customer feedback and product usage patterns.

• Advocate for the customer in cross-functional conversations translating support trends into actionable input for Product and Engineering.

• Translate product roadmap changes and releases into clearsupportreadiness plans: training process updates documentation.

• Partner with Customer Success to ensure continuity in the customer experience especially during escalations or product transitions.

Data Performance & Continuous Improvement

• Own the integrity and accuracy of your teams data across support systems dashboards and reporting tools.

• Analyze keymetricsCSAT backlog SLA attainment resolution time volumetrends andturn insights into clear action.

• Identifyand implement process improvements that reduce ticket volume improve first-contact resolution and make your team more efficient.

• Build a culture of continuous improvement where knowledge sharing documentation and peer learning are thenorm.

• Sharewhatsworking with peers and leadership so successful approaches can be standardized across teams.

• 3 years in customer support or customerfacing operations including 12 years in a people leadership or team lead roleSaaS B2B or technical support preferred.

• Proventrack recordmanaging high-volume support queues whilemaintainingSLA and quality standards.

• Real experiencecoaching and developing people: setting expectations delivering feedback managing performance conversations.

• Strong analytical thinkingcomfortable interpreting supportmetricsand translating data into action plans.

• Excellent written and verbal communication skills in English; ability to simplify complex topics for both customers and internal stakeholders.

• Comfortable operating across multiple systems and tools: ticketing platforms (e.g. Freshdesk Zendesk) reporting dashboards collaboration tools and Excel/Sheets.

• Calmsolutionoriented and empathetic underpressureespeciallywhen handling escalations and difficult customer situations.

• Strong cross-functional collaboration skillsyou know how to work effectively with Product Engineering CS Training and Operations.

• Basic understanding of how web applications and APIs work:

• HTTP methods (GET POST PUT DELETE)

• Common status codes (2xx 4xx 5xx)

• Headers query parameters request/response bodies

• Familiarity with file transfer concepts:

• FTP/SFTP basics

• Directory structures and file naming conventions

• Verifying file presence timestamps and file sizes

• Comfort reading logs and interpreting data:

• Reading timestamps and severity levels (INFO/WARN/ERROR)

• Locating relevant log entries for a specific transaction store or time window

• Recognizing common error patterns: auth failures timeouts invalid data parsing errors

• For technical or development-focused tracks:

• Familiarity with defect tracking and scenario testing (e.g. Jira QA workflows)

• Comfort with basic programming logic and complex troubleshooting scenarios