Supervisor, Phone Operations
Core
Lead a phone operations team to handle orders for independent restaurants, ensuring high service levels and customer experience.
Role type
Senior IC operations supervisor (phone support)
Builds
Phone order handling and customer support operations for independent restaurants
Domain
Food & Beverage / Customer Operations
Required skills
Team leadership, performance management, operational metrics analysis, escalation management, process improvement, workforce management, stakeholder partnership
Preferred skills
Managing 50+ employees, scheduling/capacity planning, process improvement in high-growth tech
Technologies
Phone systems, CRMs, workforce management tools, Google Workspace (Sheets, Docs, Gmail, Slack)
Responsibilities
Coach and develop Team Leads via 1:1s and performance management; Drive operational performance (service levels, answer rates, staffing); Manage escalations and identify root causes; Partner with GTM, Product, and Operations teams; Monitor attendance and workforce metrics; Support onboarding for new customers.
Seniority
Senior, hands-on IC