Customer Support Operations Lead, Restaurant365
$96.4-144.6k
+ Equity Option Grant
Cloud-based all-inclusive back office solution for restaurants
Open for applications
Cloud-based all-inclusive back office solution for restaurants
1001+ employees
Open for applications
$96.4-144.6k
+ Equity Option Grant
1001+ employees
Company mission
To alleviate the significant burdens placed on restaurant operators.
Role
Who you are
- 5+ years of business experience in the SaaS industry ideally within a GTM or customer-facing function
- 3+ years functional Customer Support or Customer Success Operations experience, with a strong understanding of how support organizations are run (workflows, escalations, KPIs, and customer experience)
- Strong analytical problem solver with the ability to turn data and qualitative insights into clear recommendations and operational improvements
- Experience with Freshdesk or equivalent support ticketing systems (Zendesk, ServiceNow, etc.), with the ability to define business requirements and partner with technical teams for implementation and administration
- Proven ability to scope, design, and implement process and system improvements, and assess their impact across the customer lifecycle
- Proficiency in project management with a track record of driving initiatives end-to-end in a fast-paced environment
- Advanced data analysis and reporting skills (Excel, Google Sheets, BI tools)
- Excellent communicator with the ability to translate business needs into technical requirements and build strong cross-functional relationships
- Self-starter with a high degree of ownership, accountability, and the ability to operate autonomously in a high-growth SaaS setting
What the job involves
- Join the Customer Success Operations team as Customer Support Operations Lead for Customer Support, where you will play a critical role in scaling our support function for the next stage of growth
- Reporting to the Sr Director of Customer Strategy & Operations, you will partner closely with the Customer Support Leadership Team to provide actionable insights, optimize processes, and enhance the customer and agent experience
- You will leverage tools like Freshdesk, Salesforce, JIRA, and related applications to analyze performance metrics, uncover opportunities for improvement, and drive initiatives that increase efficiency, scalability, and customer satisfaction
- Track, analyze, and communicate performance metrics: Own regular reporting and KPIs for Customer Support; identify trends, areas for improvement, and provide actionable insights to leadership
- Define tooling requirements: Act as a business owner and power user of Freshdesk and related tools (Zendesk, ServiceNow, Intercom, etc.); define requirements, monitor adoption, and partner with the Systems/IT team for configuration and implementation
- Streamline support processes: Design and recommend workflows, automations, and process improvements that reduce friction, scale with growth, and improve customer/agent experience
- Refine AI support strategy: Drive initiatives that leverage AI to deliver faster, more accurate customer help and improve agent efficiency
- Drive Customer Support strategy: Design and deliver critical initiatives that strengthen the Support function’s impact on renewals, retention, and overall customer success
- Provide thought leadership: Research and apply industry-leading support operations methodologies, ensuring our team remains efficient, innovative, and customer-focused
- Build scalable initiatives: Develop proactive programs, processes, and prevention strategies that improve efficiency and enable Support to focus on delivering customer value
- Partner cross-functionally on data and systems projects: Collaborate with the Systems, Product, and Analytics teams to design metrics, align data definitions, improve tooling, and drive data-informed decision making across the customer lifecycle
- Partner with leadership: Act as a trusted advisor to the Support Leadership Team, ensuring alignment between operational initiatives and long-term strategy, providing the visibility, insights, and recommendations they need to make data-driven decisions
Our take
Restaurant management can be rather outdated, often relying on spreadsheets and physical receipts. Restaurant365 develops all-in-one management software solutions for the restaurant industry, encompassing accounting, analytics, staff, and inventory management within its toolkit.
Restaurant365’s customer base isn’t just restaurants though, it’s software attracts accounting firms that work with restaurants as well as small eateries and large franchises. It’s expansive customer base is reflected in the amount of funding that it has received since its founding in 2011, now making it a verified Unicorn.
Restaurant365’s most recent round of funding came in 2023, and its $135 million will be invested into further enhancing its product. The company's success is unprecedented, as most would bet that restaurant industries post-pandemic would struggle to get back on their feet. Restaurant365 defied expectations though, and actually turned out to be the company that COVID-hit restaurants turned to keep their heads above the water. This goes some way to explain the success of Restaurant365, which is a proven aid for the ailing dining industry.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
118% employee growth in 12 months
Company
Funding (last 2 of 5 rounds)
May 2024
$175m
GROWTH EQUITY VC
May 2023
$135m
LATE VC
Total funding: $437.5m
Company benefits
- Ability to work remote or hybrid
- Comprehensive medical benefits, 100% paid for employee
- 401k + matching
- Equity Option Grant
- Unlimited PTO + Company holidays
- Wellness initiatives
Company HQ
East Irvine, Irvine, CA
Leadership
Tony Smith
(CEO)Previously on the Board of Directors at Dynamic Methods. Before that, they were a Director of Services there.
Morgan Harris
(Chief Customer Advocate)Previously Partner and Co-Founder at Dynamic Methods, Account Executive/Senior Consultant at Foreshock and Auditor at PriceWaterhouseCoopers.
John Moody
(Chief Strategist & Boardmember)Previously CRM Managing Partner and Board Member at Dynamic Methods.
Share this job
View 11 more jobs at Restaurant365