Team Manager of Product Support, TouchBistro

• 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

Desirable

• 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