===== About Upserve =====

Upserve is the industry's leading full-service Restaurant Management Platform. In a single platform, Upserve offers the market-leading cloud point of sale for restaurants, actionable analytics, and seamless integration with leading third-party restaurant apps. Thousands of restaurants use Upserve to manage relationships with more than 32 million active diners, and to serve over 23 million meals per month.

Upserve is headquartered in Providence with additional offices in San Francisco, New York City and Denver. We believe that culture is a competitive advantage, and treat it as such -- our values of One Team, Impact, Empathy, Openness, Curiosity and Grit guide our daily actions. Learn more about what that means from our blog - https://upserve.com/inside-upserve - or by following us on Twitter and Instagram (@InsideUpserve).

===== About this Role =====

The Manager, Customer Support is responsible for overseeing a team of Customer Support Specialists that deliver high quality support to Upserve’s customer base. Restaurateurs are stretched daily across a multitude of tasks - when they need help we want to make it hyper efficient and high quality.

Day to Day this means:

- Providing oversight for Customer Support Specialists [Tier 1] including the triage, monitoring of tickets for completeness and timeliness of completion

- Manage customer escalations

- Leading customers to quality resolutions

- Analyzing customer data to make informed decisions about changes to the team, programming, shift scheduling and staffing

- Maintaining authority and ultimate last point of escalation for the Customer Support Specialists

- Coaching frontline Customer Support Specialists to help them achieve personal and professional goals

- Motivate and develop team of Customer Support Specialists to deliver the best possible issue resolutions to our restaurateurs in the least amount of time, while meeting SLAs

- Meet weekly and monthly call center evaluation metrics

- Ensure SLA commitments are consistently met

===== The Right Ingredients ===== Above all else, all Upserve employees are united in our shared optimism, passion, and enthusiasm for the customers we support through our innovative product. In our daily work, exemplify our values of grit, openness, empathy, Impact, and curiosity. It also means that you enjoy having a big impact, can operate autonomously and possess the following qualifications: - 3+ years experience in a SaaS or customer service environment- Exceptional understanding of customer service, technical issue resolution, and support best practices- Experience with incident management (e.g. outages) and customer communication- Ability to manage and develop a team of customer-facing employees - Excellent communication skills, both written and verbal- History of opportunistically identifying and implementing new programs that drive customer success and/or team development- Superior data monitoring, analysis, and manipulation skills ===== Upserve's "Mise En Place" =====Above all else, all Upserve employees are united in our shared passion for the hospitality industry, our product, and the impact we can have on the owners and operators we serve. We have a track record of success, with 100%+ growth in the last 3 years. How do we do it? By providing great value to our customers, and by relentlessly focusing on the details - our Mise En Place (everything in its place).- Our Net Promoter Scores over the last six months are higher than any other SMB software company- Our SaaS 'quick ratio' and LTV to CAC is exceeding 4x, making us leaders in the market- Our newest product features enjoy ~70% weekly active users and nearly 50% daily active users.- Our leadership hails from top companies like OpenTable, TellMe, BrightCove, Microsoft, and McKinsey.- Our Board and Investment Partners include Vista Equity Partners, First Round, and Pritzker. But our focus on excellence doesn't stop there. We offer competitive employee benefits, including the following: - 100% paid medical and dental coverage with the leading provider nation-wide - Unlimited Time Off - our policy is "take the time you need, when you need it" - A "family first" culture, with generous paid parental and caregiver leave - 401(k) with built-in financial advisory services - Quarterly wellness weeks, focused on mental, emotional AND physical health - Complimentary onsite gym - Access to onsite bike barn with locker rooms Last but not least, Upserve is proud to be an Equal Opportunity Employer! Beyond that, we also care deeply about creating a culture of inclusion, and about improving diversity in tech. We believe in being color brave, not color blind, and partner with a number of local organizations working to improve access to the tech industry for underrepresented groups. These include Project Include, Girls Who Code, Providence IntraCity Geeks, #HackPVD, Code.org, PVD Lady Project, and Rosie's Girls to name a few.