Senior Manager, Product Support

TouchBistro; Toronto; On-site; CAD 90,000 - 130,000; Full time

Job summary

TouchBistro is seeking a Senior Manager, Product Support to lead their Product Support and Call Center teams. This key leadership role focuses on operational excellence, coaching, and performance management in a high-growth environment, ensuring exceptional customer experiences while optimizing workforce management.

Benefits

Generous Time Off Program

Health, Dental, and Vision Benefits

Flexible Health and Wellness Plan

Parental Leave & top up

Employee Assistance Program

Professional Development

Monthly Lunches

Qualifications

• 10+ years of leadership experience in customer support or contact center operations.
• Proven track record of building and coaching high-performing teams.
• Deep knowledge of contact center operations and metrics.

Responsibilities

• Lead and coach a remote team of support professionals.
• Develop structured coaching programs and performance models.
• Drive operational excellence through data-informed processes.

Skills

Leadership

Data-driven decision-making

Customer satisfaction

Communication

Education

10+ years in customer support or contact center operations

Tools

Zendesk

Salesforce

Calabrio

Genesys

Job description

TouchBistro is a comprehensive restaurant management solution built to help restaurateurs streamline operations, boost sales, and elevate the guest experience. We're currently on the lookout for a Senior Manager, Product Support to lead our incredible Product Support and Call Center teams. This role is a key leadership position responsible for driving operational excellence, structured coaching, and data-driven performance management in a fast-paced, high-growth environment.

As the Senior Manager, Product Support, you will build and refine scalable processes, coaching programs, and performance models to ensure world-class customer service. You will play a critical role in optimizing workforce management, quality assurance, and escalation handling while fostering a culture of continuous improvement and accountability.

This is an exciting opportunity to shape the future of our customer support operations, ensuring our teams deliver exceptional customer experiences while maintaining efficiency and operational discipline.

What You’ll Do

• Lead and coach a remote team of frontline support professionals and team leads, building a culture of ownership, impact, and customer-first thinking
• Develop structured coaching programs and performance models that raise the bar for service quality, CSAT, and overall team effectiveness
• Drive operational excellence by implementing scalable, data-informed processes that optimize response times, resolution speed, and service-level targets
• Champion workforce optimization by balancing real-time support coverage with longer-term planning across multiple shifts and geographies
• Workforce management systems and tools (e.g., Calabrio, Genesys, NIC) experience including forecasting, scheduling and real-time adherence planning
• Workforce management function,this role may also assume future accountability for this function
• Level up our quality assurance and performance routines, bringing clarity and consistency to huddles, 1:1s, and team check-ins
• Use KPIs to lead, not lag—establishing a culture where data informs decisions and wins are measured in both customer satisfaction and team growth
• Own escalations end-to-end, collaborating with Product, Engineering, and Operations to solve complex customer challenges and share feedback that drives product evolution

What You Bring

• 10+ years of leadership experience in customer support or contact center operations, ideally within SaaS or B2B environments
• A proven track record of building and coaching high-performing, remote-first teams
• Deep knowledge of contact center operations—think FCR, CSAT, AHT, occupancy, and all the acronyms in between
• Experience building and running structured QA, coaching, and performance management programs at scale
• Strong command of support platforms like Zendesk, Salesforce, or similar, and a data-driven approach to decision-making
• Clear, confident communication—especially when it comes to guiding teams through change, complexity, or ambiguity

Nice to Have

• Experience managing 24/7 support operations across time zones
• Familiarity with AI-driven support tooling or self-service automation strategies
• A background in scaling support teams through rapid growth or startup-to-scale-up transitions

What We Offer

At TouchBistro, we are a diverse group of restaurant-obsessed, tech-loving people brought together by a mission to support the passion and success of restaurateurs. You can feel confident joining a fun, vibrant, and rapidly growing environment. You will be working alongside driven individuals who are passionate, innovative, accountable, collaborative, and respectful.

The Perks:

• Generous Time Off Program
• Health, Dental, and Vision Benefits
• Flexible Health and Wellness Plan
• Parental Leave & top up
• Employee Assistance Program
• Professional Development
• Monthly Lunches

About Us

TouchBistro is an all-in-one Point-of-Sale and restaurant management system that makes running a restaurant easier. We have powered more than 29,000 restaurants around the world, and w e know that while passion is plenty in the restaurant industry, time and money usually aren’t. Providing the most essential front of house, back of house and customer engagement solutions on one easy-to-use platform, TouchBistro helps restaurateurs streamline and simplify their operations, increase sales, drive revenue, and deliver a stellar guest experience.

TouchBistro believes in fostering an inclusive workplace where all individuals have an opportunity to succeed. Requests for accommodation due to a disability can be made at any stage of the recruitment process.

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