Original job description
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.
What You’ll Do
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
What You Bring
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
Nice to Have
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
