Team Lead, Customer Support - In-Store - UK

SevenRooms, a DoorDash company - United Kingdom; United States; Remote; USD 81,000 - 121,000; Full time

Job summary

SevenRooms, a DoorDash company, is seeking a Team Lead for UK Customer Support. You will lead a remote, high-performing team, directly assist customers when needed, and partner with Product and Customer Success to improve the overall customer experience.

The role focuses on coaching, performance management, and maintaining service quality across shifts. If you excel at mentoring teams and delivering exceptional support at scale, this is for you.

Qualifications

• 3+ years of technical customer support experience, SaaS experience a plus.
• Strong ability to inspire, coach, and develop a remote team.
• Clear and confident written and verbal communication.

Responsibilities

• Act as a Player-Coach, directly supporting customers when needed.
• Guide and support a team of customer support representatives.
• Coach for performance by monitoring metrics and delivering feedback.
• Collaborate with Customer Success, Product, and other teams to improve the customer experience.

Skills

Technical support

SaaS experience

Remote team 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 Team Lead, Customer Support leads our UK-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…

• Act as a Player-Coach. Step in to directly support customers when needed while ensuring the support team has the knowledge and resources to successfully resolve issues.
• Support the Team. Guide and support a team of customer support representatives, fostering a positive, collaborative, and high-performing environment.
• Coach for Performance. Monitor key metrics, provide regular feedback, and deliver coaching to help team members grow and succeed.
• Drive Team Productivity. Enhance efficiency and quality by maintaining documentation, conducting quality reviews, analyzing customer satisfaction trends, and creating impactful training.
• Collaborate Across Teams. Partner with Customer Success, Product, and other teams to share insights and improve the overall customer experience.

We’re excited about you because…

• You have 3+ years of Technical Customer Support Experience, 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

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.