🛠 Tech Stack

💼 About This Role

You'll lead operational execution for Customer Support and Workforce Management teams at TouchBistro, a comprehensive restaurant management solution. You'll own daily operations, reduce volume at the source, and drive measurable improvements in customer experience. This role offers the chance to shape QA programs and WFM strategy while leading with empathy.

🎯 What You'll Do

• Run daily support operations ensuring efficient performance
• Use data to identify root causes and reduce support volume
• Own critical customer escalations end-to-end
• Design QA frameworks to improve service delivery
• Coach teams to improve FCR, CSAT, and retention

📋 Requirements

• 8+ years in support leadership within SaaS or B2B
• Experience managing high-stakes technical escalations
• Track record of building coaching and QA programs
• Hands-on experience with WFM tools (e.g., Calabrio, Genesys, NICE)

✨ Nice to Have

• Experience supporting 24/7 operations across time zones
• Exposure to AI-driven support tools or self-service strategies
• Experience scaling support teams in high-growth environments

🎁 Benefits & Perks

• 🏖️ Generous Time Off Program
• 🏥 Health, Dental, and Vision Benefits
• 🧘 Flexible Health and Wellness Plan
• 👶 Parental Leave top up
• 📚 Professional Development

📨 Hiring Process

Estimated timeline: 2-4 weeks · AI estimate

1. 1Recruiter Screen· 30 min
2. 2Hiring Manager Interview· 60 min
3. 3Panel Interview· 60 min