The Vice President of Customer Support is a critical leadership role within the Customer Success organization at Restaurant365. The role is responsible for shaping and executing the vision, strategy, and day-to-day operations of all customer-facing support functions. The mission: ensure every customer interaction, whether human-led or powered by AI, delivers a seamless, efficient, and outcome driven experience.
This role requires a seasoned leader with deep experience in scaling SaaS and AI-enabled support organizations, ideally within fast-paced, high-growth environments. The ideal candidate is not only passionate about innovation and the restaurant industry but also driven to inspire exceptional performance and elevate the customer experience at every touchpoint.
Reporting directly to the Chief Customer Officer, this leader will collaborate cross-functionally with Product, Engineering, Sales, Marketing, and Customer Success to build a world-class support operation that drives customer loyalty and business growth.
How you'll add value:
Strategy & Leadership: Design and execute our customer support strategy to maximize satisfaction and retention, aligning support initiatives with company goals. Provide strategic direction to the team and foster a culture of excellence, collaboration and continuous improvement.
Operational Excellence: Oversee day to day operations (ticketing, SLAs, escalations and performance metrics) to ensure omnichannel support for restaurant customers and partners. Optimize processes to improve response time first contact resolution and to scale support efficiently. Establish and manage a robust cross-functional escalation process to reduce churn, and improve overall outcomes for our customers.
Customer Advocacy: Serve as the voice of the customer within the organization, championing initiatives that improve the product and advocating for the needs of restaurant operators.
Data Driven Insights: Set standards and performance targets and use data and analytics as well as customer and internal feedback to identify trends and opportunities; measure and report on KPIs. Present executive briefings that show the impact of support initiatives.
Team Development: Build and mentor a high performing team of managers, specialists and agents across multiple time zones. Recruit, onboard and develop talent, and foster a high performance culture both for both on and offshore teams.
Cross-Functional Collaboration: Partner with Product and Engineering to relay customer insights and influence the roadmap. Collaborate with Sales, Marketing and Customer Success to define onboarding, retention and engagement processes.
Technology & Automation: Leverage automation and support systems (CRM, Support Desk, AI chatbots) to streamline workflows, automate outreach and improve scalability. Acts as driving force in use of AI and intelligent tools to drive better customer experiences and efficiency.
Risk Management: Identify and mitigate risks that could impact customer satisfaction or business continuity.
Budget & Compliance: Manage the support budget to optimize resource allocation and ensure compliance with data privacy regulations and industry standards.
Other duties as assigned.
What you'll need to be successful in this role:
12+ years in customer support, customer success and/or customer success operations roles within SaaS, with:
7+years in leadership positions, with experience managing and leading multitiered, globally distributed on and offshore teams
Industry knowledge with a deep understanding of SaaS platforms and cloud-based software
Strong leadership with proven ability to inspire and lead large teams and manage vendors/offshore teams. The ability to drive a vision to execution.
Strong networking and cross functional engagement capabilities
Deep operational experience; has driven scale and efficiency while improving overall key metrics like response and resolution time
Superior analytical skills with proficiency in data analysis and performance reporting; ability to set KPIs/OKRs and use metrics to drive continuous improvement
Proven track record of scaling customer support and/or service organizations in high-growth SaaS companies
Excellent interpersonal, communication, and executive-level presentation skills
A data-driven mindset with a focus on operational excellence and continuous improvement
Superior analytic skills and ability to communicate key insights and performance metrics
Demonstrated innovation, incorporating AI and new automation to drive superior and differentiated experiences
Ability to thrive in a fast-paced, evolving environment with a high level of autonomy
Bachelor's degree required; MBA or equivalent is a plus
Previous restaurant, HR and/or financial technology experience is a plus
R365 Team Member Benefits & Compensation
This position has a salary range of $196,000-$294,000. 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
