Director of Support

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May 29

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Owner.com

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Owner is the all-in-one platform for managing a restaurant's digital presence. We empower restaurant owners to truly own their restaurant, on the web. Our product helps them take back control from large corporations who are stealing their customer relationships and charging them unfair fees.

11 - 50 employees

📋 Description

• As the Director of Customer Support, you will lead and scale a globally distributed, high-performing team that delivers 24/7 omni-channel support to our restaurant partners. • You'll own the vision and execution for a best-in-class customer support experience. • You will be responsible for optimizing team performance, unblocking operational inefficiencies, and building scalable systems that grow with the business. • You’ll also serve as the key thought leader representing the voice of our support team and our customers across the company. • This role is critical to ensuring that every customer interaction—human or AI-powered—meets the standards of excellence our customers expect. • This role is 100% remote and can be based anywhere in the United States or Canada.

🎯 Requirements

• A seasoned customer support leader with experience managing global, multi-tiered teams in a high-growth, tech-enabled environment. • Proven ability to scale support operations and lead through complexity while maintaining service quality and team morale. • Deep understanding of support systems and tools (e.g., Salesforce, Talkdesk, AI chatbot platforms), with a strong grasp of performance metrics, SLAs, and QA standards. • An influential communicator and cross-functional collaborator who can advocate for customer needs and shape the broader company strategy. • Experience managing vendor or BPO relationships, particularly with chatbot or automation support partners. • Empathy-driven leadership style with a passion for the restaurant industry and a commitment to delivering value driving support at scale. • Extremely data driven, with proven track record of influencing product development at previous companies

🏖️ Benefits

• The estimated base salary range for this role is $160,000-190,000, plus a generous pre-IPO equity package • Other benefits include comprehensive health coverage, remote-first workplace, unlimited PTO - plus extra fun perks!