VP of Customer Support

2 months ago

Atlanta, United States CrunchTime Full time

Global restaurant brands run their operation on the Crunchtime platform. Delivering a consistent guest experience across every location and managing food and labor costs are at the core of how Crunchtime's software is used today in over 125,000 locations across 100+ countries by the world's top restaurant and foodservice operators. Customers including Chipotle, Culver's, Domino's, Dunkin', Five Guys and P.F. Chang's rely on our top-ranked platform which now includes Zenput to manage inventory, staff scheduling, learning and development, food safety, operational tasks and audits.

About the role

We are seeking a strategic and results-driven Vice President of Customer Support to lead our global customer support operations. Reporting directly to the Chief Customer Officer, the Vice President of Customer Support will be responsible for designing and executing customer support strategies that ensure the highest levels of customer satisfaction and retention. This role requires a visionary leader with a deep understanding of cloud software solutions and a proven track record of scaling support operations in a fast-paced environment.
What you'll do as a VP of Customer Support

  • Leadership: Provide strategic direction and leadership to the global customer support team, fostering a culture of excellence, collaboration, and continuous improvement.
  • Strategy Development: Develop and implement customer support strategies aligned with company goals and customer needs, leveraging industry best practices and innovative technologies.
  • Operational Excellence: Oversee day-to-day operations of the support organization, including ticketing systems, service level agreements (SLAs), escalation processes, and performance metrics.
  • Customer Advocacy: Serve as the voice of the customer within the organization, championing customer-centric initiatives and driving cross-functional collaboration to resolve issues and enhance product offerings.
  • Team Development: Build and develop a high-performing support team through coaching, mentoring, and professional development initiatives.
  • Data-Driven Insights: Utilize data analytics and customer feedback to identify trends, opportunities for improvement, and areas for innovation in support delivery.
  • Budget Management: Manage the customer support budget effectively, optimizing resources and investments to achieve operational excellence and cost-efficiency.
  • Regulatory Compliance: Ensure compliance with relevant regulations and industry standards related to customer support and data privacy.
What we're looking for
  • Experience: Minimum of 10 years of progressive experience in customer support or customer success roles within the cloud software industry, with at least 5 years in a leadership position that oversaw a team of at least 10.
  • Technical Knowledge: Deep understanding of cloud-based software solutions, SaaS platforms, and IT infrastructure.
  • Leadership Skills: Proven ability to inspire and lead a large, geographically dispersed team, with strong decision-making, problem-solving, and conflict resolution skills.
  • Customer Focus: Passion for delivering exceptional customer experiences and a strong commitment to customer advocacy.
  • Technology Evaluation Experience: A track record of leveraging technology to scale the Customer Support organization and drive efficiency and service levels for our customers.
  • Program Development: The candidate has developed Support programs that are tailored to differing customer populations and has driven support revenue through the programs.
  • Strategic Vision: Ability to develop and execute customer support strategies that align with business objectives and drive customer satisfaction and retention.
  • Communication: Excellent verbal and written communication skills, with the ability to interact effectively with customers, executives, and cross-functional teams.
Nice to haves
  • Experience within the Restaurant Technology industry a plus
What you'll get
  • Great mission-driven team members from diverse backgrounds with a strong company culture
  • Competitive pay
  • Flexible PTO
  • Paid company holidays
  • Yearly team off-sites
  • International travel opportunities
  • Medical, dental, and vision benefits (FSA, HSA & HRA options)
  • Basic & Voluntary Life Insurance
  • 401k employer match
  • Wellness benefits (Headspace, OneMedical, Omada, Ginger.io, Gympass, Carrot)
  • Commuter benefits
  • Work in an open environment on solutions that are reshaping the way businesses operate
  • Fun team events
  • Ability to have a big impact
  • 10 weeks of paid parental leave
  • Fitness reimbursement
  • Learning & development funds


Equal Employment Opportunity Statement

At Crunchtime, we are an equal opportunity employer. We do not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity or expression, national origin, age, disability, veteran status, or any other characteristic.

We have an inclusive and diverse workplace where every team member is respected and valued. As a global software development company, we believe that our diverse employee population enriches our work environment.

Join us in our mission to provide the best software solutions to the food industry. We encourage you to apply regardless of your background or experience; even if you don't meet all the qualifications, because we believe unique experiences and perspectives make us a stronger team.

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