Restaurant365 is a SaaS company disrupting the restaurant industry! Our cloud-based platform provides aunique, 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 retentionDrive Operational Efficiency initiatives leading to strong Gross MarginMentor and elevate managers in growing team to support rapidly expanding businessCreate, monitor, and refine team KPIsMitigate client support frustrations before they bubble up to the executive teamTrack 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 positionsContribute to a positive, fun, and innovative cultureMaintain and strengthen cross-departmental alignment with Product, Dev, Adoption, and OnboardingResponsible for optimizing and measuring the support customer journey experienceOther duties as assignedWhat 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 journey5+ years of experience supporting and maintaining customers in a SAAS platformAbility to understand and articulate technical concepts and derive solutionsStrong organization and time-management skills. The ability to work independently without supervisionVery organized, detail oriented, and analyticalPositive, collaborative, and flexible working styleAbility to teach and coach effectivelyAbility to travel up to 10%Efficient and timely with deadlines and deliverablesFreshdesk experience preferredR365 Team Member Benefits & CompensationThis 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 employee401k + matchingEquity Option GrantUnlimited PTO + Company holidaysWellness 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.
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