Senior Manager of Product Support, TouchBistro
CA$135-155k
Restaurant management POS system
Be an early applicant
Restaurant management POS system
201-500 employees
Be an early applicant
CA$135-155k
201-500 employees
Company mission
To provide restaurateurs with innovative technology that makes running a restaurant easier.
Role
Who you are
- Proven Operator: 8+ years in support leadership within SaaS or B2B environments, running metrics-driven operations
- Escalation Leadership: Experience managing high-stakes technical escalations with strong cross-functional communication
- Coaching & QA Expertise: Track record of building performance management and QA programs that drive KPI improvement
- Data-Driven Mindset: Ability to translate support data into actionable insights and influence product or process changes
- WFM Expertise: Hands-on experience with WFM tools (e.g., Calabrio, Genesys, NICE) and a strong understanding of forecasting, occupancy, and shrinkage
- High EQ: Collaborative, clear communicator who leads with empathy and builds strong cross-functional relationships
Desirable
- Experience supporting 24/7 operations across multiple time zones
- Exposure to AI-driven support tools or self-service strategies
- Experience scaling support teams in high-growth or startup environments
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 are looking for a high-impact Senior Manager, Product Support to own the operational execution of our Customer Support and Workforce Management (WFM) teams
- Reporting to the Senior Director, you will be the operational heartbeat of the team ensuring that we meet our SLAs, optimize our staffing, and drive measurable, positive impact on customer experience
- We need a leader who balances operational discipline with a genuine, people-first leadership style, and who understands that every support interaction is an opportunity to protect our revenue and deepen customer loyalty
- Own Daily Operations: Run the “live” environment, ensuring consistent, calm, and efficient performance—even at peak volume
- Reduce Volume at the Source: Use data to identify root causes and partner cross-functionally to eliminate friction and improve the customer experience
- Lead Escalations: Own critical customer issues end-to-end, driving fast resolution while addressing underlying product or process gaps
- Build QA & Performance Programs: Design and evolve QA frameworks that drive measurable improvements in service delivery
- Drive Coaching Excellence: Establish a high-frequency coaching rhythm that improves FCR, CSAT, and overall team performance
- Improve Customer Retention: Coach teams to deliver high-empathy, high-competence interactions that rebuild customer confidence
- Own WFM Strategy: Lead forecasting, scheduling, and capacity planning to ensure efficient, cost-effective coverage aligned to SLAs
- Lead with Empathy: Build a high-performing, high-retention team culture grounded in accountability, transparency, and support
Our take
The COVID-19 pandemic has led restaurants worldwide to turn towards digital solutions for menus, ordering, and other contact-based elements of hospitality. However, many restaurants have chosen to remain digital after restrictions have been lifted due to the convenience and efficiency that such solutions provide, yet the fragmented nature of the tools leaves a lot to be desired.
TouchBistro provides an all-in-one restaurant management system, offering digital solutions to increase efficiency, turnover, and profits for restaurants of any size. The software system includes digital tools for online ordering, table reservations, loyalty systems, menus, and table management, providing customers with a frictionless digital ordering experience whilst giving restaurant managers direct insights into how the business can be improved.
Whilst management systems for restaurants have existed in a fragmented manner for years, TouchBistro has taken a unique stance by tackling the end-to-end restaurant management process within a single platform. Furthermore, the flexible pricing offered ensures that any sized business can benefit from the software, unlike most existing solutions that are focused on the management of large restaurants and chains. It's USPs like these that have helped TouchBistro raise hundreds of millions in funding since its founding in 2011.
Freddie
Company Specialist at Welcome to the Jungle
Insights
-11% employee growth in 12 months
Company
Funding (last 2 of 8 rounds)
Nov 2022
$109.8m
GROWTH EQUITY VC
Sep 2019
$118.9m
SERIES E
Total funding: $335.2m
Company 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
Company HQ
Financial District, Toronto, ON
Leadership
Samir Zabaneh
(CEO & Chairman)They joined TouchBistro in 2018 as Chair of the Board of Directors and became CEO in 2021. Previously, they were an Executive VP of Global Business Services at First Data Corporation and CFO at Element Fleet Management, Heartland Payment Systems, Moneris Solutions, Fortress Investment Grouo, and Q9 Networks.
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