Senior Director, Customer Support

Restaurant365 is a SaaS company disrupting the restaurant industry! Our cloud-based platform provides a unique, centralized solution for accounting and back-office operations for restaurants. Restaurant365’s culture is focused on empowering team members to produce top-notch results while elevating their skills. We’re constantly evolving and improving to make sure we are and always will be “Best in Class” ... and we want that for you too!

The Senior Director of Customer Support will be responsible for ensuring continued world-class Support for all R365 products. This role is essential for ensuring the long-term success of our clients as well as meeting our gross retention & gross margin goals.  Reporting and strategizing closely with several members of our Executive team, you will help R365 mature the support vision while grooming future leaders and scaling a large team of passionate team members. 

How you'll add value:

• Motivate and lead teams to achieve quarterly company objectives and maintain world class gross retention

• Drive Operational Efficiency initiatives leading to strong Gross Margin

• Mentor and elevate managers in growing team to support rapidly expanding business

• Create, monitor, and refine team KPIs

• Mitigate client support frustrations before they bubble up to the executive team

• Track metrics and quality of support through Freshdesk tool

• Conduct one-on-ones with support leaders and utilize all current tools to ensure their success in their positions

• Contribute to a positive, fun, and innovative culture

• Maintain and strengthen cross-departmental alignment with Product, Dev, Adoption, and Onboarding

• Responsible for optimizing and measuring the support customer journey experience

• Other duties as assigned

What you'll need to be successful in this role:

• A proven track record leading a CS organization in the software industry and exceeding targets for 3+ yrs.

• Knowledgeable in all areas of a scalable, delightful customer journey

• 5+ years of experience supporting and maintaining customers in a SAAS platform

• Ability to understand and articulate technical concepts and derive solutions

• Strong organization and time-management skills. The ability to work independently without supervision

• Very organized, detail oriented, and analytical

• Positive, collaborative, and flexible working style

• Ability to teach and coach effectively

• Ability to travel up to 10%

• Efficient and timely with deadlines and deliverables

• Freshdesk experience preferred

R365 Team Member Benefits & Compensation

• This position has a salary range of $120K-$150K + Bonus. The above range represents the expected salary range for this position. The actual salary may vary based upon several factors, including, but not limited to, relevant skills/experience, time in the role, business line, and geographic location. Restaurant365 focuses on equitable pay for our team and aims for transparency with our pay practices.

• Comprehensive medical benefits, 100% paid for employee

• 401k + matching

• Equity Option Grant

• Unlimited PTO + Company holidays

• Wellness initiatives

#BI-Remote

$120,000 - $150,000 a year

R365 is an Equal Opportunity Employer and we encourage all forward-thinkers who embrace change and possess a positive attitude to apply.