Customer Support Operations Lead

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September 24

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Restaurant365

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B2B • SaaS • eCommerce

Restaurant365 is a comprehensive restaurant management software platform that unifies accounting, inventory, workforce management, and payroll services into a single solution. Trusted by over 40,000 restaurants, it enhances operational efficiency, helps control food and labor costs, and improves guest experiences through features like employee training, scheduling, and data-driven sales forecasting. Restaurant365 aims to streamline administrative tasks and empower restaurant operators to make strategic decisions quickly and accurately.

501 - 1000 employees

🤝 B2B

☁️ SaaS

🛍️ eCommerce

📋 Description

• Track, analyze, and communicate performance metrics: own regular reporting and KPIs for Customer Support; identify trends, areas for improvement, and provide actionable insights to leadership • Define tooling requirements: act as a business owner and power user of Freshdesk and related tools; define requirements, monitor adoption, and partner with Systems/IT for configuration and implementation • Streamline support processes: design and recommend workflows, automations, and process improvements that reduce friction, scale with growth, and improve customer/agent experience • Refine AI support strategy: drive initiatives that leverage AI to deliver faster, more accurate customer help and improve agent efficiency • Drive Customer Support strategy: design and deliver critical initiatives that strengthen the Support function’s impact on renewals, retention, and overall customer success • Provide thought leadership: research and apply industry-leading support operations methodologies • Build scalable initiatives: develop proactive programs, processes, and prevention strategies that improve efficiency • Partner cross-functionally on data and systems projects: collaborate with Systems, Product, and Analytics teams to design metrics, align data definitions, improve tooling, and drive data-informed decision making • Partner with leadership: act as a trusted advisor to the Support Leadership Team, providing visibility, insights, and recommendations to enable data-driven decisions

🎯 Requirements

• 5+ years of business experience in the SaaS industry ideally within a GTM or customer-facing function • 3+ years functional Customer Support or Customer Success Operations experience, with a strong understanding of how support organizations are run (workflows, escalations, KPIs, and customer experience) • Strong analytical problem solver with the ability to turn data and qualitative insights into clear recommendations and operational improvements • Experience with Freshdesk or equivalent support ticketing systems (Zendesk, ServiceNow, etc.), with the ability to define business requirements and partner with technical teams for implementation and administration • Proven ability to scope, design, and implement process and system improvements, and assess their impact across the customer lifecycle • Proficiency in project management with a track record of driving initiatives end-to-end in a fast-paced environment • Advanced data analysis and reporting skills (Excel, Google Sheets, BI tools) • Excellent communicator with the ability to translate business needs into technical requirements and build strong cross-functional relationships • Self-starter with a high degree of ownership, accountability, and the ability to operate autonomously in a high-growth SaaS setting

🏖️ Benefits

• This position has a salary range of $96,400-$144,600. The above range represents the expected salary range for this position. The actual salary may vary based upon several factors, including, but not limited to, relevant skills/experience, time in the role, business line, and geographic location. Restaurant365 focuses on equitable pay for our team and aims for transparency with our pay practices. • Comprehensive medical benefits, 100% paid for employee • 401k + matching • Equity Option Grant • Unlimited PTO + Company holidays • Wellness initiatives