Top Benefits
Company equity
Generous time off
Health benefits
About the role
Who you are
- 2–3 years of leadership experience in customer support or contact center operations, ideally in SaaS or B2B environments
- A track record of coaching and developing high-performing support teams
- Working knowledge of contact center metrics (e.g., CSAT, AHT, FCR) and how to apply them to team performance
- Familiarity with support platforms like Zendesk, Salesforce, or similar
- Strong communication skills and the ability to motivate teams through change and challenges
- Experience managing teams in a 24/7 support environment
- Exposure to workforce management tools or quality assurance programs
- Interest in process improvement and continuous team development
What the job involves
- TouchBistro is a comprehensive restaurant management solution built to help restaurateurs streamline operations, boost sales, and elevate the guest experience. We’re looking for a Team Manager, Product Support to lead and coach our frontline Product Support team
- This role focuses on supporting a group of agents, ensuring day-to-day performance, and delivering a great customer experience
- The Team Manager, Product Support plays a key part in motivating and developing team members, driving accountability through KPIs, and ensuring smooth daily operations in a fast-paced environment
- Lead, coach, and develop a team of frontline support agents, fostering a positive, customer-first culture
- Provide structured coaching, feedback, and performance management to help team members meet and exceed goals for service quality, CSAT, and productivity
- Monitor team metrics (response times, resolution speed, service levels) and take action to maintain or improve results
- Support daily scheduling, workload distribution, and real-time adjustments to ensure customer coverage
- Run regular team meetings, huddles, and 1:1s to reinforce priorities, address challenges, and celebrate wins
- Handle escalated customer issues from your team, ensuring timely resolution and clear communication
- Partner with Senior Managers and cross-functional teams to share frontline feedback and help improve processes and tools
- Ability to work a fixed Tuesday–Saturday schedule on a weekly basis
Benefits
- Company Equity
- Generous Time Off Program
- Health Benefits
- Flexible Health and Wellness Plan
- New Parent Support Program
- Employee Assistance Program
- Professional Development
- Volunteer Program
- Monthly Lunches
- Indoor Bike Racks
About TouchBistro
Software Development
501-1000
TouchBistro is an all-in-one POS and restaurant management system that makes running a restaurant easier.
Providing the most essential front of house, back of house, and guest engagement solutions on one powerful platform, TouchBistro helps restaurateurs streamline and simplify their operations – allowing them to spend less time manually connecting the dots, and more time connecting with guests and growing their business.
Top Benefits
Company equity
Generous time off
Health benefits
About the role
Who you are
- 2–3 years of leadership experience in customer support or contact center operations, ideally in SaaS or B2B environments
- A track record of coaching and developing high-performing support teams
- Working knowledge of contact center metrics (e.g., CSAT, AHT, FCR) and how to apply them to team performance
- Familiarity with support platforms like Zendesk, Salesforce, or similar
- Strong communication skills and the ability to motivate teams through change and challenges
- Experience managing teams in a 24/7 support environment
- Exposure to workforce management tools or quality assurance programs
- Interest in process improvement and continuous team development
What the job involves
- TouchBistro is a comprehensive restaurant management solution built to help restaurateurs streamline operations, boost sales, and elevate the guest experience. We’re looking for a Team Manager, Product Support to lead and coach our frontline Product Support team
- This role focuses on supporting a group of agents, ensuring day-to-day performance, and delivering a great customer experience
- The Team Manager, Product Support plays a key part in motivating and developing team members, driving accountability through KPIs, and ensuring smooth daily operations in a fast-paced environment
- Lead, coach, and develop a team of frontline support agents, fostering a positive, customer-first culture
- Provide structured coaching, feedback, and performance management to help team members meet and exceed goals for service quality, CSAT, and productivity
- Monitor team metrics (response times, resolution speed, service levels) and take action to maintain or improve results
- Support daily scheduling, workload distribution, and real-time adjustments to ensure customer coverage
- Run regular team meetings, huddles, and 1:1s to reinforce priorities, address challenges, and celebrate wins
- Handle escalated customer issues from your team, ensuring timely resolution and clear communication
- Partner with Senior Managers and cross-functional teams to share frontline feedback and help improve processes and tools
- Ability to work a fixed Tuesday–Saturday schedule on a weekly basis
Benefits
- Company Equity
- Generous Time Off Program
- Health Benefits
- Flexible Health and Wellness Plan
- New Parent Support Program
- Employee Assistance Program
- Professional Development
- Volunteer Program
- Monthly Lunches
- Indoor Bike Racks
About TouchBistro
Software Development
501-1000
TouchBistro is an all-in-one POS and restaurant management system that makes running a restaurant easier.
Providing the most essential front of house, back of house, and guest engagement solutions on one powerful platform, TouchBistro helps restaurateurs streamline and simplify their operations – allowing them to spend less time manually connecting the dots, and more time connecting with guests and growing their business.