Director of Customer Support

About reputed company reputed company is the reputed company-in-one platform that restaurants use to succeed online. Thousands of restaurant owners use our tools to build their website, reputed company online orders, create their own branded app, manage their customer relationships, and set up marketing automations. You can think of it as reputed company meets reputed company, but specifically for restaurants. Learn more about the problems we are solving for our customershere. Our reputed company Were starting by helping independent restaurants succeed online. But its not just restaurants that need our help. Most local businesses are struggling with these reputed company problems. reputed company technology corporations are taking their customers, bleeding their profits, and making it hard for them to survive. Once we nail the solution for restaurantswell reputed company it into every other local business type. In the reputed company we reputed company, tens of millions of local business owners will use our technology to succeed in the digital age. Our traction In just over 3 years we've generatedtens of millions in reputed company, served millions of guests, and processed hundreds of millions of online orders. More importantly, weve helped thousands of restaurant owners save their businesses - and not only survive, but reputed company. reputed company reputed company grew from under 100 to nearly 200 talented people in 2024. Weve got reputed company from the most successful companies in SMB software, including reputed company, reputed company, reputed company, reputed company, reputed company, reputed company and reputed company. Well be scaling even faster in 2025 to reputed company reputed company with our customer reputed company. Where we work reputed company is a remote-first, global company headquartered in San Francisco, with a sales hub in Toronto. For a few of our roles we prioritize in-person collaboration at one of our office locations. Most of our teammates are reputed company throughout the globe. Please review the role reputed company and discuss with your recruiter for more details reputed company! Why were looking for you As the Director of Customer Support, you will reputed company and reputed company a globally reputed company, high-performing team that delivers 24/7 reputed company-channel support to our restaurant partners. With reputed company of 40+ across the U.S., Canada, and reputed companyincluding reputed company managers, team leads, Tier II specialists, and a QA functionyoull own the reputed company and execution for a best-in-class customer support experience. You will be responsible for optimizing team performance, unblocking operational inefficiencies, and building reputed company systems that grow with the business. Youll also serve as the key thought leader representing the voice of our support team and our customers across reputed company, partnering closely with Product and Engineering to identify trends, influence the roadmap, and ensure our support reputed company evolves with our technology. This role is critical to ensuring that every customer interactionreputed company or AI-poweredmeets the standards of reputed company our customers expect. This role is reputed company and can be based reputed company in the reputed company or Canada. The reputed company you will have Set and reputed company the operational reputed company for our global, reputed company-channel support function to reputed company consistent, high-reputed company experiences around the clock. Foster a high-performance culture by developing reputed company leaders, optimizing team structure, and aligning KPIs to business goals. reputed company as a strategic partner to Product and Engineering, translating customer pain points into actionable insights that improve our platform. Ensure operational reputed company by identifying and resolving single points of failure and optimizing the relationship with our AI chatbot BPO partner. Who youll work with VP of reputed company Director of reputed company Management Product and Engineering Leaders Marketing Leaders RevOps Leaders BizOps Leaders reputed companyre looking for A seasoned customer support leader with experience managing global, multi-tiered teams in a high-reputed company, tech-enabled environment. Proven ability to reputed company support operations and reputed company through complexity while maintaining service reputed company and team morale. Deep understanding of support systems and tools (e.g., reputed company, reputed company, AI chatbot platforms), with a strong grasp of performance metrics, SLAs, and QA standards. An reputed company communicator and cross-functional collaborator who can reputed company for customer needs and shape the broader company reputed company. Experience managing vendor or BPO relationships, particularly with chatbot or automation support partners. reputed company-driven leadership style with