About the role
Who you are
- 10+ years of leadership experience in customer support or contact center operations, ideally within SaaS or B2B environments
- A proven track record of building and coaching high-performing, remote-first teams
- Deep knowledge of contact center operations—think FCR, CSAT, AHT, occupancy, and all the acronyms in between
- Experience building and running structured QA, coaching, and performance management programs at scale
- Strong command of support platforms like Zendesk, Salesforce, or similar, and a data-driven approach to decision-making
- Clear, confident communication—especially when it comes to guiding teams through change, complexity, or ambiguity
- Experience managing 24/7 support operations across time zones
- Familiarity with AI-driven support tooling or self-service automation strategies
- A background in scaling support teams through rapid growth or startup-to-scale-up transitions
What the job involves
- We're currently on the lookout for a Senior Manager, Product Support to lead our incredible Product Support and Call Center teams. This role is a key leadership position responsible for driving operational excellence, structured coaching, and data-driven performance management in a fast-paced, high-growth environment
- As the Senior Manager, Product Support, you will build and refine scalable processes, coaching programs, and performance models to ensure world-class customer service. You will play a critical role in optimizing workforce management, quality assurance, and escalation handling while fostering a culture of continuous improvement and accountability
- This is an exciting opportunity to shape the future of our customer support operations, ensuring our teams deliver exceptional customer experiences while maintaining efficiency and operational discipline
- Lead and coach a remote team of frontline support professionals and team leads, building a culture of ownership, impact, and customer-first thinking
- Develop structured coaching programs and performance models that raise the bar for service quality, CSAT, and overall team effectiveness
- Drive operational excellence by implementing scalable, data-informed processes that optimize response times, resolution speed, and service-level targets
- Champion workforce optimization by balancing real-time support coverage with longer-term planning across multiple shifts and geographies
- Level up our quality assurance and performance routines, bringing clarity and consistency to huddles, 1:1s, and team check-ins
- Use KPIs to lead, not lag—establishing a culture where data informs decisions and wins are measured in both customer satisfaction and team growth
- Own escalations end-to-end, collaborating with Product, Engineering, and Operations to solve complex customer challenges and share feedback that drives product evolution
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.
About the role
Who you are
- 10+ years of leadership experience in customer support or contact center operations, ideally within SaaS or B2B environments
- A proven track record of building and coaching high-performing, remote-first teams
- Deep knowledge of contact center operations—think FCR, CSAT, AHT, occupancy, and all the acronyms in between
- Experience building and running structured QA, coaching, and performance management programs at scale
- Strong command of support platforms like Zendesk, Salesforce, or similar, and a data-driven approach to decision-making
- Clear, confident communication—especially when it comes to guiding teams through change, complexity, or ambiguity
- Experience managing 24/7 support operations across time zones
- Familiarity with AI-driven support tooling or self-service automation strategies
- A background in scaling support teams through rapid growth or startup-to-scale-up transitions
What the job involves
- We're currently on the lookout for a Senior Manager, Product Support to lead our incredible Product Support and Call Center teams. This role is a key leadership position responsible for driving operational excellence, structured coaching, and data-driven performance management in a fast-paced, high-growth environment
- As the Senior Manager, Product Support, you will build and refine scalable processes, coaching programs, and performance models to ensure world-class customer service. You will play a critical role in optimizing workforce management, quality assurance, and escalation handling while fostering a culture of continuous improvement and accountability
- This is an exciting opportunity to shape the future of our customer support operations, ensuring our teams deliver exceptional customer experiences while maintaining efficiency and operational discipline
- Lead and coach a remote team of frontline support professionals and team leads, building a culture of ownership, impact, and customer-first thinking
- Develop structured coaching programs and performance models that raise the bar for service quality, CSAT, and overall team effectiveness
- Drive operational excellence by implementing scalable, data-informed processes that optimize response times, resolution speed, and service-level targets
- Champion workforce optimization by balancing real-time support coverage with longer-term planning across multiple shifts and geographies
- Level up our quality assurance and performance routines, bringing clarity and consistency to huddles, 1:1s, and team check-ins
- Use KPIs to lead, not lag—establishing a culture where data informs decisions and wins are measured in both customer satisfaction and team growth
- Own escalations end-to-end, collaborating with Product, Engineering, and Operations to solve complex customer challenges and share feedback that drives product evolution
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.