Customer Support Operations Lead

Restaurant365•Irvine, CA

1d•Hybrid

About The Position

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. Restaurant365âs culture is focused on empowering team members to produce top-notch results while elevating their skills. Weâre constantly evolving and improving to make sure we are and always will be âBest in Classâ ... and we want that for you too! This role requires a hybrid work schedule based out of one of our office locations: Austin, TX; Irvine, CA; or Akron, OH. Join the Customer Success Operations team as Customer Support Operations Lead for Customer Support, where you will play a critical role in scaling our support function for the next stage of growth. Reporting to the Sr. Director of Customer Strategy & Operations, you will partner closely with the Customer Support Leadership Team to provide actionable insights, optimize processes, and enhance the customer and agent experience. You will leverage tools like Freshdesk, Salesforce, JIRA, and related applications to analyze performance metrics, uncover opportunities for improvement, and drive initiatives that increase efficiency, scalability, and customer satisfaction.

Requirements

5+ years of business experience in the SaaS industry ideally within a GTM or customer-facing function
3+ years functional Customer Support or Customer Success Operations experience, with a strong understanding of how support organizations are run (workflows, escalations, KPIs, and customer experience)
Strong analytical problem solver with the ability to turn data and qualitative insights into clear recommendations and operational improvements
Experience with Freshdesk or equivalent support ticketing systems (Zendesk, ServiceNow, etc.), with the ability to define business requirements and partner with technical teams for implementation and administration
Proven ability to scope, design, and implement process and system improvements, and assess their impact across the customer lifecycle.
Proficiency in project management with a track record of driving initiatives end-to-end in a fast-paced environment.
Advanced data analysis and reporting skills (Excel, Google Sheets, BI tools).
Excellent communicator with the ability to translate business needs into technical requirements and build strong cross-functional relationships.
Self-starter with a high degree of ownership, accountability, and the ability to operate autonomously in a high-growth SaaS setting.

Responsibilities

Track, analyze, and communicate performance metrics: Own regular reporting and KPIs for Customer Support; identify trends, areas for improvement, and provide actionable insights to leadership
Define tooling requirements: Act as a business owner and power user of Freshdesk and related tools (Zendesk, ServiceNow, Intercom, etc.); define requirements, monitor adoption, and partner with the Systems/IT team for configuration and implementation.
Streamline support processes: Design and recommend workflows, automations, and process improvements that reduce friction, scale with growth, and improve customer/agent experience.
Refine AI support strategy: Drive initiatives that leverage AI to deliver faster, more accurate customer help and improve agent efficiency.
Drive Customer Support strategy: Design and deliver critical initiatives that strengthen the Support functionâs impact on renewals, retention, and overall customer success.
Provide thought leadership: Research and apply industry-leading support operations methodologies, ensuring our team remains efficient, innovative, and customer-focused.
Build scalable initiatives: Develop proactive programs, processes, and prevention strategies that improve efficiency and enable Support to focus on delivering customer value.
Partner cross-functionally on data and systems projects: Collaborate with the Systems, Product, and Analytics teams to design metrics, align data definitions, improve tooling, and drive data-informed decision making across the customer lifecycle.
Partner with leadership: Act as a trusted advisor to the Support Leadership Team, ensuring alignment between operational initiatives and long-term strategy, providing the visibility, insights, and recommendations they need to make data-driven decisions.