Associate Manager, Customer Support - In-Store

DoorDash; London; On-site; GBP 45,000 - 65,000; Full time

Job summary

A leading food delivery service in London is seeking an Associate Manager for their Customer Support Team. This role involves leading a remote team, resolving complex customer issues, and improving support processes to enhance overall service quality. Candidates should have over 3 years of experience in customer support, strong leadership skills, and a focus on delivering exceptional customer experiences.

Qualifications

• 3+ years of experience leading customer support teams, preferably in SaaS.
• Experience in coaching and developing remote teams.
• Strong communication skills, both written and verbal.
• Ability to manage complex and escalated issues.

Responsibilities

• Lead and support a team of customer support representatives.
• Improve support processes for efficiency.
• Coach team members based on performance metrics.
• Resolve complex customer issues effectively.
• Collaborate with other teams to enhance customer experience.
• Analyze support trends to improve service quality.
• Shape the support strategy aligned with company goals.

Skills

Leadership

Problem-solving

Customer experience focus

Clear communication

Coaching

Tools

CRM systems

Help desk platforms

Analytics dashboards

Job description

About the Team

The Customer Support Team at SevenRooms partners directly with hospitality operators around the world to deliver best-in-class customer support. Whether it's troubleshooting an issue, explaining how a feature works, or helping clients get the most out of our platform, we’re here to ensure they succeed.

Shifts: Full-Time

About the Role

The Associate Manager, Customer Support leads our EMEA-based support team, ensuring hospitality operators receive fast, effective, and empathetic assistance. This role oversees day-to-day team operations, supports the growth and development of our support representatives, and helps maintain the high standard of service our customers rely on.

You’re excited about this opportunity because you will…

• Lead and Support the Team. Manage a team of customer support representatives, creating a positive, collaborative, and high-performing team environment.
• Improve Support Processes. Build and refine support workflows to drive greater efficiency and better customer outcomes.
• Coach for Performance. Monitor team performance through key metrics, providing regular feedback and coaching to help team members grow.
• Resolve Complex Issues. Serve as the regional expert by handling escalated customer concerns, collaborating with Product and Engineering to ensure timely resolution.
• Collaborate Across Teams. Work closely with teams like Customer Success and Product to share customer feedback and improve the overall customer experience.
• Analyze Support Trends. Use data to identify patterns, uncover gaps, and find opportunities to enhance support quality and efficiency.
• Shape Strategy. Contribute to the development of our broader support strategy, ensuring it aligns with company goals and scales with the business.

We’re excited about you because…

• You have 3+ years of experience leading customer support teams, with SaaS experience as a plus
• You know how to inspire, coach, and develop a high-performing remote team
• You care deeply about delivering an outstanding customer experience every time
• You’re a clear and confident communicator, both in writing and in person
• You’re a strong problem solver who can handle complex and escalated issues with ease
• You’re comfortable using support tools and systems like CRMs, help desk platforms, and analytics dashboards

Notice to Applicants for Jobs Located in NYC or Remote Jobs Associated With Office in NYC Only

We use Covey as part of our hiring and/or promotional process for jobs in NYC and certain features may qualify it as an AEDT in NYC. As part of the hiring and/or promotion process, we provide Covey with job requirements and candidate submitted applications. We began using Covey Scout for Inbound from August 21, 2023, through December 21, 2023, and resumed using Covey Scout for Inbound again on June 29, 2024.

The Covey tool has been reviewed by an independent auditor. Results of the audit may be viewed here: Covey

About SevenRooms

In 2011, Joel Montaniel, Allison Page, and Kinesh Patel founded SevenRooms after noticing that hospitality operators were missing a critical ingredient in the systems they were using to run their business: guest data. What began as a mission to help restaurants better understand and serve their guests evolved into a powerful platform used by merchants around the world.

With best-in-class tools for marketing, operations, and guest experience — all deeply integrated with its industry-leading CRM — SevenRooms empowers operators to drive revenue, streamline operations, and deliver experiences that keep guests coming back.

In 2025, DoorDash acquired SevenRooms to strengthen its in-store strategy and expand its merchant-first offerings. The combination brings together DoorDash’s scale, reach, and digital innovation with SevenRooms’ in-store capabilities to support hospitality businesses across every channel — from discovery and delivery to on-premise dining.

As DoorDash builds out its in-store capabilities, SevenRooms plays a central role in enabling merchants to grow their businesses and connect more meaningfully with guests, whether they’re ordering online or dining in. This move reflects DoorDash’s broader commitment to empowering local businesses, fostering stronger connections between consumers and the places they love, and building technology that meets merchants — and their customers — wherever they are.