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 R365's 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 consistently to leadership.

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 customer issues you step in when it matters most.

• Partner with Product and Engineering to triage, prioritize, and resolve systemic issues that impact multiple customers.

• Monitor trends in support volume and escalations to proactively identify risks 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 support demand ticket analysis, 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 clear support readiness 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 team's data across support systems, dashboards, and reporting tools.

• Analyze key metrics CSAT, backlog, SLA attainment, resolution time, volume trends and turn insights into clear action.

• Identify and 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 the norm.

• Share what's working with peers and leadership so successful approaches can be standardized across teams.

AI Fluency:
• Build and scale repeatable AI workflows and automations across your team using approved tools. Coach team members to choose the right tool, refine their prompts, and review outputs for quality. Share successful practices, demonstrate measurable gains, and hold the team accountable for using AI in their work and meeting quality standards.

Required

• 3+ years in customer support or customer facing operations, including 1–2+ years in a people leadership or team lead role, SaaS, B2B, or technical support preferred.

• Proven track record managing high-volume support queues while maintaining SLA and quality standards.

• Real experience coaching and developing people: setting expectations, delivering feedback, managing performance conversations.

• Strong analytical thinking, comfortable interpreting support metrics and 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.

• Calm, solution oriented, and empathetic under pressure, especially when handling escalations and difficult customer situations.

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

• Eagerness to use AI in your daily work and to bring your team along, backed by hands-on experience, a good sense of what generative AI can and can't do, and the judgment to verify its outputs. A track record of building AI skills in others and making AI part of how a team gets work done.

• 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