Customer Support Operations Lead

Restaurant365; United States; Remote; USD 96,000 - 145,000; Full time

Job summary

A leading SaaS company is seeking a Customer Support Operations Lead to enhance our support function. This role requires over 5 years of experience in the SaaS industry and a strong understanding of support operations. Responsibilities include analyzing performance metrics, streamlining processes, and partnering with leadership to improve customer satisfaction. The position offers a salary range of $96,400-$144,600 and includes comprehensive benefits like medical insurance and unlimited PTO.

Benefits

Comprehensive medical benefits

401k + matching

Equity Option Grant

Unlimited PTO

Wellness initiatives

Qualifications

• Extensive experience with customer support workflows, escalations, and KPIs.
• Ability to define technical requirements and partner with developers.
• Proven track record of implementing process improvements.

Responsibilities

• Track, analyze, and communicate performance metrics.
• Define tooling requirements and act as a business owner.
• Streamline support processes for efficiency.
• Drive initiatives leveraging AI for customer support.
• Design critical initiatives affecting customer success.

Skills

Analytical problem solving

Proficiency in project management

Strong communication skills

Data analysis and reporting

Education

5+ years business experience in SaaS

3+ years in Customer Support/Success

Tools

Freshdesk

Zendesk

ServiceNow

Job description

Overview

Restaurant365 is a SaaS company disrupting the restaurant industry! Our cloud-based platform provides aunique, centralized solution for accounting and back-office operations for restaurants. Restaurant365’s culture is focused on empowering team members to produce top-notch results while elevating their skills. We’re constantly evolving and improving to make sure we are and always will be “Best in Class” ... and we want that for you too!

Join theCustomer Success Operations team asCustomer Support Operations LeadforCustomer Support, where you will play a critical role in scaling our support function for the next stage of growth. Reporting totheSr. Director of Customer Strategy & Operations, you will partner closely with theCustomer SupportLeadershipTeamtoprovideactionable insights,optimizeprocesses, and enhance the customer and agent experience.You will leverage tools like Freshdesk, Salesforce,JIRA, and related applicationstoanalyzeperformance metrics,uncover opportunities forimprovement, and drive initiatives that increase efficiency, scalability, and customer satisfaction.

Responsibilities

• Track, analyze, and communicate performance metrics:Own regular reporting and KPIs for Customer Support;identifytrends, areas for improvement, andprovideactionable insights to leadership
• Define toolingrequirements:Actas a business owner and power user of Freshdesk and related tools (Zendesk, ServiceNow, Intercom, etc.); define requirements,monitoradoption, and partner with the Systems/IT team for configuration and implementation.
• Streamlinesupportprocesses:Design andrecommendworkflows, automations, and process improvements thatreduce friction, scale with growth, and improve customer/agent experience.
• Refine AI support strategy: Drive initiatives thatleverageAI to deliver faster, moreaccuratecustomer help and improve agent efficiency.
• DriveCustomer Supportstrategy:Design and delivercritical initiatives that strengthen the Support function’s impact on renewals, retention, and overall customer success.
• Providethought leadership:Research and apply industry-leading support operations methodologies, ensuring our teamremainsefficient, innovative, and customer-focused.
• Build scalable initiatives: Develop proactive programs, processes, and prevention strategies that improve efficiency and enable Support to focus on delivering customer value.
• Partner cross-functionally on data and systems projects: Collaborate withthe Systems, Product, and Analytics teamsto design metrics, align data definitions, improve tooling, and drive data-informed decision making across the customer lifecycle.
• Partner with leadership: Act as a trusted advisor to the Support Leadership Team, ensuring alignment between operational initiatives and long-term strategy, providing the visibility, insights, and recommendations they need to make data-driven decisions.

What you'll need to be successful in this role

• 5+ years of business experience in the SaaS industry ideallywithin a GTM or customer-facing function
• 3+yearsfunctionalCustomerSupport or CustomerSuccessOperationsexperience, with a strong understanding of how support organizations are run (workflows, escalations, KPIs, and customer experience)
• Strong analytical problem solverwith the ability to turn data andqualitativeinsights into clear recommendations and operational improvements
• ExperiencewithFreshdeskor equivalent support ticketingsystems (Zendesk, ServiceNow, etc.),withthe ability to definebusinessrequirements and partner with technical teams forimplementation and administration
• Proven ability to scope, design, and implement process andsystemimprovements,and assess their impact across the customer lifecycle.
• Proficiencyin project management witha track recordof driving initiatives end-to-end in a fast-paced environment.
• Advanced data analysis and reporting skills (Excel, Google Sheets, BI tools).
• Excellent communicator with the ability to translate business needs into technical requirements and build strong cross-functional relationships.
• Self-starter with a high degree of ownership, accountability, and the ability tooperateautonomously in a high-growth SaaS setting.

R365 Team Member Benefits & Compensation

• This position has a salary range of $96,400-$144,600. The above range represents the expected salary range for this position. The actual salary may vary based upon several factors, including, but not limited to, relevant skills/experience, time in the role, business line, and geographic location. Restaurant365 focuses on equitable pay for our team and aims for transparency with our pay practices.
• Comprehensive medical benefits, 100% paid for employee
• 401k + matching
• Equity Option Grant
• Unlimited PTO + Company holidays
• Wellness initiatives

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DYN365, Inc d/b/a Restaurant365 is an equal opportunity employer.