Team Manager, Product Support

TouchBistro; Toronto; On-site; CAD 100,000 - 125,000; Full time

Job summary

A leading restaurant management solution provider in Toronto seeks a Team Manager, Product Support to lead a frontline support team. You will coach and develop agents, ensuring exceptional customer service and managing performance metrics. Ideal candidates have 2–3 years of leadership experience in customer support, with strong knowledge of contact center operations and a passion for team development.

Benefits

Generous Time Off Program

Health, Dental, and Vision Benefits

Flexible Health and Wellness Plan

Parental Leave & top up

Employee Assistance Program

Professional Development

Volunteer Program

Monthly Lunches

Qualifications

• 2–3 years of leadership experience in customer support or contact center operations, ideally in SaaS or B2B environments.
• A track record of coaching and developing high-performing support teams.
• Working knowledge of contact center metrics and how to apply them to team performance.

Responsibilities

• Lead, coach, and develop a team of frontline support agents.
• Monitor team metrics and take action to maintain or improve results.
• Handle escalated customer issues ensuring timely resolution.

Skills

Leadership in customer support

Coaching high-performing teams

Communication skills

Knowledge of contact center metrics

Tools

Zendesk

Salesforce

Job description

TouchBistro is a comprehensive restaurant management solution built to help restaurateurs streamline operations, boost sales, and elevate the guest experience. We’re looking for a Team Manager, Product Support to lead and coach our frontline Product Support team.

This role focuses on supporting a group of agents, ensuring day-to-day performance, and delivering a great customer experience. The Team Manager, Product Support plays a key part in motivating and developing team members, driving accountability through KPIs, and ensuring smooth daily operations in a fast-paced environment.

What You’ll Do

• Lead, coach, and develop a team of frontline support agents, fostering a positive, customer-first culture.
• Provide structured coaching, feedback, and performance management to help team members meet and exceed goals for service quality, CSAT, and productivity.
• Monitor team metrics (response times, resolution speed, service levels) and take action to maintain or improve results.
• Support daily scheduling, workload distribution, and real-time adjustments to ensure customer coverage.
• Run regular team meetings, huddles, and 1:1s to reinforce priorities, address challenges, and celebrate wins.
• Handle escalated customer issues from your team, ensuring timely resolution and clear communication.
• Partner with Senior Managers and cross-functional teams to share frontline feedback and help improve processes and tools.

What You Bring

• 2–3 years of leadership experience in customer support or contact center operations, ideally in SaaS or B2B environments.
• A track record of coaching and developing high-performing support teams.
• Working knowledge of contact center metrics (e.g., CSAT, AHT, FCR) and how to apply them to team performance.
• Familiarity with support platforms like Zendesk, Salesforce, or similar.
• Strong communication skills and the ability to motivate teams through change and challenges.

Nice to Have

• Experience managing teams in a 24/7 support environment.
• Exposure to workforce management tools or quality assurance programs.
• Interest in process improvement and continuous team development.

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
• Volunteer Program
• 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.