AI & Self-Serve Experience Manager

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7shifts: Team Management for Restaurants

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7shifts is a team management software designed for restaurants. We help managers and operators spend less time and effort scheduling their staff, reduce their monthly labor costs and improve team communication. The result is simplified team management, one shift at a time.

201 - 500 employees

💰 $80M Series C on 2022-02

📋 Description

• Improve the AI agent by monitoring responses, validating accuracy, and strengthening the human-in-the-loop framework • Build the skills of CSRs and Leads so they can coach the bot and work effectively in an AI-supported workflow • Lead change management to ensure CSRs feel equipped, informed, and engaged in continuous AI improvement • Work with Knowledge Management and CSR teams to close knowledge gaps and keep the bot trained on accurate, up-to-date information • Partner with the CX Systems Manager to shape and refine the bot’s conversational journey so it drives stronger customer outcomes • Analyse performance data to surface insights, recommend improvements, and uncover new opportunities for automation and efficiency

🎯 Requirements

• You bring real SaaS support experience and know what great service looks like in a fast-moving product environment • You know how to turn an AI chatbot into a trusted part of the support experience rather than a basic tool • Support workflows make sense to you end-to-end, and you can spot where AI can make things faster, clearer, or easier • Designing natural, helpful conversational journeys is something you do with intention and customer empathy • Strong feedback loops are part of how you work, and you use real interactions to help AI learn and improve • Coaching frontline teams comes naturally, and you can help them build confidence working alongside AI • You’ve led teams through tech-driven change and know how to bring people with you in a calm, practical way. • Previous experience in the restaurant-tech industry • Familiarity with AI support tools like Ultimate, Ada or similar. • Comfort working with engineering or data teams on light technical troubleshooting.

🏖️ Benefits

• Opportunity: Our product is evolving in exciting ways, and we’re focused on delivering even more value to restaurants. This momentum creates real opportunities to learn and grow. Whether you’re honing your craft or exploring new paths, you’ll be supported and empowered to own your growth and impact a product shaping the future of the restaurant industry. • Challenge: We’re tackling real problems in a fast-moving, complex industry. The work is scrappy and ambiguous, but meaningful. You’ll think critically, act with intention, and shape solutions that make a real difference for restaurant teams. • Culture: We’re proud to be recognized among the best workplaces in North America. Guided by our mission and values, we move fast to solve meaningful problems and celebrate wins together. Whether through in-office and remote events, team offsites like Sparks, or everyday moments of connection, we create space for shared growth, collaboration, and fun. • Equity: We’re a Series C, VC-backed SaaS company, and we believe everyone should share in the success they help create. When we build together, we grow together. • Health and Wellness: We support Shifties in and outside of work, knowing that what people need can change over time. From day one, you’ll have access to benefits like health and dental, lifestyle spending accounts to a parental leave program built with flexibility in mind, to help you bring your best self to work. • Flexibility: Our team is intentional around how and where we work, whether remotely, in person, or a mix of both. We prioritize candidates who thrive in a hybrid work environment with offices in Saskatoon and Toronto, ensuring in-person collaboration and connection when possible. Plus, we offer a flexible vacation policy to encourage everyone to recharge when needed. Oh, and our ‘90 Day Shift’ program lets Shift work from (almost) anywhere because who wouldn’t want to trade their desk for a beach view once in a while? • Support: We set Shifties up for success with the tools they need, like the latest Apple tech, a home office setup, and some 7shifts swag to make it official. But support goes beyond day one. We’re serious about professional growth, offering coaching, feedback, development planning, and opportunities to grow from within.