Customer Support & Service Operations Leader

Culinary Depot; Spring Valley (KY); On-site; USD 70,000 - 90,000; Full time

Benefits offered by this job

Health insurance

401(k) with company match

Paid time off

Paid holidays

Job summary

Culinary Depot is seeking a Customer Support Manager to direct the service department and ensure a high-quality, fast, and consistent post-sale customer experience. You will oversee service coordinators, manage vendor and technician performance, and develop scalable processes and reporting to resolve cases efficiently at scale.

The role emphasizes ownership of KPIs, cross-functional collaboration, and a culture of urgency and accountability as the department grows to support a national

Qualifications

• Experience leading a service, support, or operations team.
• Highly organized and detail-oriented, with sound judgment under pressure.
• Strong sense of urgency and follow-through across competing priorities.
• Ability to hold vendors accountable while maintaining a professional, empathetic approach with customers, and to develop that capability in others.
• Process-oriented, with a track record of improving operational efficiency.
• Experience in foodservice equipment or field service coordination preferred

Responsibilities

• Manage response and resolution times across all open service cases, with a focus on reducing aging and unresolved cases.
• Establish consistent, proactive customer communication standards and serve as the point of escalation for complex or sensitive cases.
• Hold vendors, technicians, and Authorized Service Agents accountable to agreed service standards and timelines, and strengthen those relationships to accelerate resolutions.
• Monitor vendor performance, warranty claims, and reimbursement.
• Improve tracking and visibility across parts, vendors, technicians, and warranties.
• Develop scalable service processes and identify opportunities to automate workflows and customer status updates.
• Own department reporting and KPIs, including response times, open case volume, vendor delays, and resolution timelines.
• Train, coach, and develop the service coordinators, and establish a departmental culture of urgency, ownership, and accountability

Job description

Culinary Depot is seeking a Customer Support Manager to direct the service department and ensure a high-quality, fast, and consistent post-sale customer experience. You will oversee service coordinators, manage vendor and technician performance, and develop scalable processes and reporting to resolve cases efficiently at scale.

The role emphasizes ownership of KPIs, cross-functional collaboration, and a culture of urgency and accountability as the department grows to support a national