Senior Manager, Product Support

<p>TouchBistro is a comprehensive restaurant management solution built to help restaurateurs streamline operations, boost sales, and elevate the guest experience. We are looking for a high-impact <strong>Senior Manager, Product Support</strong> to own the operational execution of our Customer Support and Workforce Management (WFM) teams. Reporting to the Senior Director, you will be the operational heartbeat of the team ensuring that we meet our SLAs, optimize our staffing, and drive measurable, positive impact on customer experience<strong>.</strong></p> <p>We need a leader who balances operational discipline with a genuine, people-first leadership style, and who understands that every support interaction is an opportunity to protect our revenue and deepen customer loyalty.</p> <h3 data-section-id="187pcd9" data-start="823" data-end="845"><strong data-start="827" data-end="845">What You’ll Do</strong></h3> <ul data-start="847" data-end="1947"> <li data-section-id="nifdlp" data-start="847" data-end="977"><strong data-start="849" data-end="874">Own Daily Operations:</strong> Run the “live” environment, ensuring consistent, calm, and efficient performance—even at peak volume</li> <li data-section-id="1ilge3y" data-start="978" data-end="1136"><strong data-start="980" data-end="1012">Reduce Volume at the Source:</strong> Use data to identify root causes and partner cross-functionally to eliminate friction and improve the customer experience</li> <li data-section-id="1kkojhj" data-start="1137" data-end="1279"><strong data-start="1139" data-end="1160">Lead Escalations:</strong> Own critical customer issues end-to-end, driving fast resolution while addressing underlying product or process gaps</li> <li data-section-id="1l8nf1j" data-start="1280" data-end="1407"><strong data-start="1282" data-end="1318">Build QA &amp; Performance Programs:</strong> Design and evolve QA frameworks that drive measurable improvements in service delivery</li> <li data-section-id="ktug0g" data-start="1408" data-end="1539"><strong data-start="1410" data-end="1440">Drive Coaching Excellence:</strong> Establish a high-frequency coaching rhythm that improves FCR, CSAT, and overall team performance</li> <li data-section-id="z6c82a" data-start="1540" data-end="1674"><strong data-start="1542" data-end="1573">Improve Customer Retention:</strong> Coach teams to deliver high-empathy, high-competence interactions that rebuild customer confidence</li> <li data-section-id="1dut9b1" data-start="1675" data-end="1813"><strong data-start="1677" data-end="1698">Own WFM Strategy:</strong> Lead forecasting, scheduling, and capacity planning to ensure efficient, cost-effective coverage aligned to SLAs</li> <li data-section-id="129yqmb" data-start="1814" data-end="1947"><strong data-start="1816" data-end="1838">Lead with Empathy:</strong> Build a high-performing, high-retention team culture grounded in accountability, transparency, and support</li> </ul> <h3 data-section-id="er13z3" data-start="1954" data-end="1976"><strong data-start="1958" data-end="1976">What You Bring</strong></h3> <ul data-start="1978" data-end="2762"> <li data-section-id="958pet" data-start="1978" data-end="2100"><strong data-start="1980" data-end="2000">Proven Operator:</strong> 8+ years in support leadership within SaaS or B2B environments, running metrics-driven operations</li> <li data-section-id="1qmcwlg" data-start="2101" data-end="2228"><strong data-start="2103" data-end="2129">Escalation Leadership:</strong> Experience managing high-stakes technical escalations with strong cross-functional communication</li> <li data-section-id="1b3vn46" data-start="2229" data-end="2352"><strong data-start="2231" data-end="2259">Coaching &amp; QA Expertise:</strong> Track record of building performance management and QA programs that drive KPI improvement</li> <li data-section-id="1fioqp6" data-start="2353" data-end="2481"><strong data-start="2355" data-end="2379">Data-Driven Mindset:</strong> Ability to translate support data into actionable insights and influence product or process changes</li> <li data-section-id="144gjua" data-start="2482" data-end="2639"><strong data-start="2484" data-end="2502">WFM Expertise:</strong> Hands-on experience with WFM tools (e.g., Calabrio, Genesys, NICE) and a strong understanding of forecasting, occupancy, and shrinkage</li> <li data-section-id="1of4biq" data-start="2640" data-end="2762"><strong data-start="2642" data-end="2654">High EQ:</strong> Collaborative, clear communicator who leads with empathy and builds strong cross-functional relationships</li> </ul> <h4 data-section-id="swvv2e" data-start="2769" data-end="2789">Nice to Have</h4> <ul data-start="2791" data-end="3002"> <li data-section-id="ukclee" data-start="2791" data-end="2859">Experience supporting 24/7 operations across multiple time zones</li> <li data-section-id="ygjldb" data-start="2860" data-end="2926">Exposure to AI-driven support tools or self-service strategies</li> <li data-section-id="1cl2vsx" data-start="2927" data-end="3002">Experience scaling support teams in high-growth or startup environments</li> </ul><div class="content-pay-transparency"><div class="pay-input"><div class="description"><p><em>As part of Ontario’s Pay Transparency requirements, TouchBistro is committed to open and equitable compensation practices. Our salary bands are designed to reflect the range of skills and experience needed for the position and to allow room for growth. The final offer amount for this role will depend on geographical region, applicable experience, and the skillset of the candidate.</em></p> <p><em>Salary is based on relevant skills, experience, and internal equity.&nbsp;</em><em>This posting reflects an existing vacancy.&nbsp;</em><em>Artificial intelligence (AI) tools may be used to support parts of the recruitment and selection process; however, all hiring decisions are made by our hiring managers and recruitment team.</em></p></div><div class="title">Salary Range</div><div class="pay-range"><span>$135,000</span><span class="divider">&mdash;</span><span>$155,000 CAD</span></div></div></div><div class="content-conclusion"><p><strong>What We Offer</strong></p> <p><span style="font-weight: 400;">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.&nbsp;</span></p> <p><em><span style="font-weight: 400;">The Perks:</span></em></p> <ul> <li style="font-weight: 400;"><span style="font-weight: 400;">Generous Time Off Program</span></li> <li><span style="font-weight: 400;">Health, Dental, and Vision Benefits</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">Flexible Health and Wellness Plan</span></li> <li><span style="font-weight: 400;">Parental Leave &amp; top up</span></li> <li><span style="font-weight: 400;">Employee Assistance Program</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">Professional Development</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">Volunteer Program</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">Monthly Lunches</span></li> </ul> <p><strong>About Us</strong></p> <p><span style="font-weight: 400;">TouchBistro is an all-in-one Point-of-Sale and restaurant management system that makes running a restaurant easier. </span><span style="font-weight: 400;">We have powered more than 29,000 restaurants around the world, and w</span><span style="font-weight: 400;">e know that while passion is plenty in the restaurant industry, time and money usually aren’t. </span><span style="font-weight: 400;">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.</span></p> <p><em>_{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.}</em></p></div>