Vice President of Customer Support, Restaurant365
$196-294k
Equity Option Grant
Restaurant management software
Be an early applicant
Restaurant management software
1001+ employees
Be an early applicant
$196-294k
Equity Option Grant
1001+ employees
Company mission
To help restaurants increase sales control food costs, and optimize labor.
Role
Who you are
- 12+ years in customer support, customer success and/or customer success operations roles within SaaS, with:
- 7+years in leadership positions, with experience managing and leading multitiered, globally distributed on and offshore teams
- Industry knowledge with a deep understanding of SaaS platforms and cloud-based software
- Strong leadership with proven ability to inspire and lead large teams and manage vendors/offshore teams. The ability to drive a vision to execution
- Strong networking and cross functional engagement capabilities
- Deep operational experience; has driven scale and efficiency while improving overall key metrics like response and resolution time
- Superior analytical skills with proficiency in data analysis and performance reporting; ability to set KPIs/OKRs and use metrics to drive continuous improvement
- Proven track record of scaling customer support and/or service organizations in high-growth SaaS companies
- Excellent interpersonal, communication, and executive-level presentation skills
- A data-driven mindset with a focus on operational excellence and continuous improvement
- Superior analytic skills and ability to communicate key insights and performance metrics
- Demonstrated innovation, incorporating AI and new automation to drive superior and differentiated experiences
- Ability to thrive in a fast-paced, evolving environment with a high level of autonomy
- Bachelor's degree required; MBA or equivalent is a plus
- Previous restaurant, HR and/or financial technology experience is a plus
What the job involves
- The Vice President of Customer Support is a critical leadership role within the Customer Success organization at Restaurant365
- The role is responsible for shaping and executing the vision, strategy, and day-to-day operations of all customer-facing support functions
- The mission: ensure every customer interaction, whether human-led or powered by AI, delivers a seamless, efficient, and outcome driven experience
- This role requires a seasoned leader with deep experience in scaling SaaS and AI-enabled support organizations, ideally within fast-paced, high-growth environments
- The ideal candidate is not only passionate about innovation and the restaurant industry but also driven to inspire exceptional performance and elevate the customer experience at every touchpoint
- Reporting directly to the Chief Customer Officer, this leader will collaborate cross-functionally with Product, Engineering, Sales, Marketing, and Customer Success to build a world-class support operation that drives customer loyalty and business growth
- Strategy & Leadership: Design and execute our customer support strategy to maximize satisfaction and retention, aligning support initiatives with company goals. Provide strategic direction to the team and foster a culture of excellence, collaboration and continuous improvement
- Operational Excellence: Oversee day to day operations (ticketing, SLAs, escalations and performance metrics) to ensure omnichannel support for restaurant customers and partners. Optimize processes to improve response time first contact resolution and to scale support efficiently. Establish and manage a robust cross-functional escalation process to reduce churn, and improve overall outcomes for our customers
- Customer Advocacy: Serve as the voice of the customer within the organization, championing initiatives that improve the product and advocating for the needs of restaurant operators
- Data Driven Insights: Set standards and performance targets and use data and analytics as well as customer and internal feedback to identify trends and opportunities; measure and report on KPIs. Present executive briefings that show the impact of support initiatives
- Team Development: Build and mentor a high performing team of managers, specialists and agents across multiple time zones. Recruit, onboard and develop talent, and foster a high performance culture both for both on and offshore teams
- Cross-Functional Collaboration: Partner with Product and Engineering to relay customer insights and influence the roadmap. Collaborate with Sales, Marketing and Customer Success to define onboarding, retention and engagement processes
- Technology & Automation: Leverage automation and support systems (CRM, Support Desk, AI chatbots) to streamline workflows, automate outreach and improve scalability. Acts as driving force in use of AI and intelligent tools to drive better customer experiences and efficiency
- Risk Management: Identify and mitigate risks that could impact customer satisfaction or business continuity
- Budget & Compliance: Manage the support budget to optimize resource allocation and ensure compliance with data privacy regulations and industry standards
- Other duties as assigned
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 2024, and its $175 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 relied on to keep their heads above 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
- Fully Covered Health Insurance: R365 provides comprehensive medical, dental, and vision coverage—100% paid for full-time employees.
- Flexible Time Off: Recharge when you need, so you can stay energized and focused.
- 401k with employer math.
- Stock options to purchase equity.
- Health Savings and Flexible Spending Accounts.
- Employee discount programs to lifestyle vendors and servcies.
- Annual learning and development reimbursement.
- Access to LinkedIn Learning.
- Employee recognition and TIP program.
- Fertility guidance and support.
- Online legal solutions.
- Paid parental leave.
- Disability insurance.
- Pet and life insurance.
- Wellness programs.
- Health concierge and support.
- Meditation and mindfulness courses.
- Gym discounts and virtual fitness classes.
Company HQ
East Irvine, Irvine, CA
Leadership
Tony Smith
(Co-Founder & CEO)Previously on the Board of Directors at Dynamic Methods. Before that, they were a Director of Services there.
Morgan Harris
(Co-Founder & Chief Customer Advocate)Previously Partner and Co-Founder at Dynamic Methods, Account Executive/Senior Consultant at Foreshock and Auditor at PriceWaterhouseCoopers.
John Moody
(Co-Founder, Chief Strategist & Board Member)Previously CRM Managing Partner and Board Member at Dynamic Methods.
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