Director, Customer Support

1 month ago

Remote, Oregon, United States Restaurant365 Full time

Restaurant365 is a SaaS company disrupting the restaurant industry Our cloud-based platform provides a unique, centralized solution for accounting and back-office operations for restaurants. Restaurant365's culture is focused on empowering team members to produce top-notch results while elevating their skills. We're constantly evolving and improving to make sure we are and always will be "Best in Class" ... and we want that for you too

Summary of Job

How you'll add value:

  • Oversee performance of the assigned R365 Workforce Support teams
  • Set team and individual performance goals and ensure compliance
  • Collaborate directly with Customer Success Leadership on optimizing the end-to-end experience for Workforce Customers
  • Propose, research, and test new processes and technologies that help Support teams innovate and achieve optimal efficiency and performance
  • Assist the Sr. Director of Customer Support with developing the team structure as the Workforce Product line continues to expand
  • Collaborate with the Sr. Director of Customer Support in strategizing and planning for the scalable growth of the Support department, ensuring readiness to meet future customer demands and business expansions
  • Spearhead Support team change management initiatives and ensure successful adoption
  • Serve as primary point of contact during service incidents, sharing intelligence with Engineering through emergency Zoom meetings, with Support team members through Slack, and with customers through the company status page
  • Assist Sr. Director, Customer Support with Support department reporting needs and building of business cases to support resource requests, including staffing and tools
  • Assist Sr. Director, Customer Support in pursuing continual improvement of Support department cost efficiency
  • Mold and optimize Support departmentculture
  • Help team managers develop the skills they need to support and develop their team members and progress toward higher levels of responsibility, delegating responsibilities wisely
  • Evaluate team candidates and hire new members, including outsourced international agents
  • Develop collaborative, data-centric relationships with Product and Engineering leaders to ensure areas of focus serve customers and Support teams
  • Ensure Support readiness for new feature/product roll out by ensuring information from Product Reviews is shared with the teams, and collaborating with Product during the Release Readiness process
  • Address escalated issues from team members
  • Conduct regular team meetings to discuss team performance goal progress and changes in focus
  • Other duties as assigned

What you'll need to be successful in this role:

  • Bachelor's degree with emphasis in business and / or finance preferred
  • Background in Payroll and / or software support
  • Experience with leading a growing Payroll Support team
  • Extensive experience in and high aptitude for customer service
  • Exceptional SaaS support experience and / or skill with computer and internet technology
  • Distinguished performance as a team leader with demonstrated track record of mentoring and developing team members

R365 Team Member Benefits & Compensation

  • This position has a salary range of $115K-$130K. 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

#BI-Remote

R365 is an Equal Opportunity Employer and we encourage all forward-thinkers who embrace change and possess a positive attitude to apply.

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