Manager, Restaurant Tech Support
Core
Lead a Mexico-based support team to manage day-to-day operations, drive performance, and partner cross-functionally to improve customer service for Restaurant365's restaurant clients.
Role type
Manager, Product Support
Builds
Support operations and customer experience for Restaurant365 SaaS platform
Domain
SaaS / Restaurant Technology
Deliverable
dashboards & analysis
Required skills
Team leadership, performance management, escalation management, cross-functional partnership, operational discipline, data-driven decision making
Responsibilities
Lead, coach, and develop a team of Support Specialists and Team Leads; Own the day-to-day: queue management, backlog health, staffing coverage, and SLA adherence; Serve as the primary escalation point for complex or sensitive customer issues; Partner with Product and Engineering to triage, prioritize, and resolve systemic issues that impact multiple customers.
