Team Lead, Customer Support, In-Store

DoorDash USA•Philadelphia, PA

2d•Remote

About The Position

The Customer Support Team at SevenRooms partners directly with hospitality operators around the world to deliver best-in-class customer support. Whether it's troubleshooting an issue, explaining how a feature works, or helping clients get the most out of our platform, we’re here to ensure they succeed. The Team Lead, Customer Support leads our North America-based support team, ensuring hospitality operators receive fast, effective, and empathetic assistance. This role oversees day-to-day team operations, supports the growth and development of our support representatives, and helps maintain the high standard of service our customers rely on.

Requirements

3+ years of Technical Customer Support Experience, with SaaS experience as a plus
Know how to inspire, coach, and develop a high-performing remote team
Care deeply about delivering an outstanding customer experience every time
Strong problem solver who can handle complex and escalated issues with ease
Comfortable using support tools and systems like CRMs, help desk platforms, and analytics dashboards

Nice To Haves

Clear and confident communicator, both in writing and in person

Responsibilities

Act as a Player-Coach. Step in to directly support customers when needed while ensuring the support team has the knowledge and resources to successfully resolve issues.
Support the Team. Guide and support a team of customer support representatives, fostering a positive, collaborative, and high-performing environment.
Coach for Performance. Monitor key metrics, provide regular feedback, and deliver coaching to help team members grow and succeed.
Drive Team Productivity. Enhance efficiency and quality by maintaining documentation, conducting quality reviews, analyzing customer satisfaction trends, and creating impactful training.
Collaborate Across Teams. Partner with Customer Success, Product, and other teams to share insights and improve the overall customer experience.