Team Manager, Product Support

Who you are

You have a strong background in customer support management, with experience leading teams in a fast-paced environment. You excel at coaching and developing team members, fostering a positive, customer-first culture. Your ability to monitor team metrics and drive accountability through KPIs is key to your success. You are comfortable handling escalated customer issues and ensuring timely resolutions while maintaining clear communication. You thrive in collaborative settings, partnering with senior managers and cross-functional teams to share feedback and improve processes.

What you'll do

As the Team Manager, Product Support at TouchBistro, you will lead and coach a team of frontline support agents, ensuring they meet and exceed goals for service quality and productivity. You will provide structured coaching and feedback, helping team members develop their skills and enhance their performance. Daily, you will monitor team metrics such as response times and resolution speed, taking action to maintain or improve results. You will support daily scheduling and workload distribution, making real-time adjustments to ensure customer coverage. Regular team meetings, huddles, and one-on-ones will be part of your routine to reinforce priorities and celebrate wins. You will also handle escalated customer issues directly, ensuring that the brand is represented well and that customer satisfaction remains high.

What we offer

At TouchBistro, we believe in fostering an inclusive workplace where all individuals have an opportunity to succeed. You will be part of a team that is dedicated to helping restaurateurs streamline their operations and enhance the guest experience. We offer a supportive environment where your contributions will have a direct impact on our customers and the overall success of the company. You will have opportunities for professional growth and development, as well as the chance to work with a passionate team committed to delivering exceptional service.