Manger of Customer Support

**Job Title: Manager of Customer Support**

**Who Are We?**

We are a leading force in transforming the food service industry through innovative technology, strategic purchasing power, and strong partnerships. Our mission is to empower all stakeholders in the food service ecosystem—including operators, distributors, and manufacturers—by enhancing efficiency and providing unparalleled visibility. With a diverse portfolio of over a dozen brands, we are dedicated to reducing costs, streamlining the food service supply chain, and advancing the industry from manual processes to automated solutions.

As one of the largest players in the food service sector, we proudly support over 200,000 operator locations across North America, managing an impressive $50 billion in aggregated spend volume. Our commitment to excellence is evident in four key areas: Digital Procurement Network, Fresh Solutions, Supply Chain Management, and Software. We are not just a service provider; we are a strategic partner in the journey toward a more efficient, connected, and automated future for the food service industry.

This position is hybrid, based out of our Waltham, MA office, with anticipated travel of 1-2 times per year. Please note that we are unable to offer work sponsorship for this role.

**Your Impact:**

As the Manager of Customer Support, you will lead a team of 10 remote Customer Service Specialists, ensuring they effectively address customer inquiries, complaints, and issues. Your goal will be to maintain high levels of customer satisfaction by providing timely and accurate assistance while also developing strategies to enhance the overall customer support process and operations within the Customer Experience Department.

**Key Responsibilities:**

- Hire, train, and develop customer support specialists to build a high-performing team.
- Assign tasks and manage the daily operations of the customer support team.
- Motivate and coach team members to achieve customer service goals.
- Conduct regular one-on-ones and team meetings to foster a positive and productive work culture.
- Monitor customer support ticket queues to ensure timely resolution of issues.
- Track key performance indicators (KPIs) related to customer satisfaction, response time, and resolution rates.
- Escalate complex customer issues to the appropriate departments for resolution.
- Maintain and improve internal documentation, ensuring it is up-to-date, clear, and easily accessible for the support team.
- Identify knowledge gaps and implement effective training initiatives to address them.
- Collaborate with product and other departments to ensure documentation is aligned and comprehensive.

**About You:**

- You have 2+ years of experience managing a customer support or service team.
- Experience in hospitality or technology is a plus.
- You possess excellent communication and interpersonal skills.
- You demonstrate strong leadership and team management abilities.
- You have analytical skills to interpret data and identify trends.
- You are knowledgeable about relevant customer service metrics and KPIs.
- You can prioritize tasks and manage multiple demands effectively.
- You have a customer service orientation and a strong sense of empathy.
- Proficiency with CRM systems such as Salesforce and support ticketing tools is preferred.

**What's In It for You?**

- **Comprehensive Benefits:** Enjoy amazing coverage from day one, including medical, dental, and vision plans. We also offer ancillary options like flexible spending accounts for health and dependent care, critical illness, accident, and voluntary life insurance, along with company-paid life insurance. Plus, take advantage of our 401(k) plan with company match.


- **Invest in Your Success:** We provide a thorough training and development program to help you grow in your career, along with competitive compensation.

- **Work-Life Balance:** Experience our Personal Responsibility Paid Time Off policy, which allows you to take time off without needing to accrue it first! We also offer half-day Summer Fridays to help you unwind.

**We Welcome All!**

We are committed to fostering a diverse and inclusive environment and are proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, national origin, ancestry, citizenship status, age, sex or gender (including pregnancy, childbirth, and pregnancy-related conditions), gender identity or expression (including transgender status), sexual orientation, marital status, military service and veteran status, physical or mental disability, genetic information, or any other characteristic protected by applicable federal, state, or local laws and ordinances.

We look forward to welcoming you to our team!
Employment Type: Full-Time
Salary: $ 70,000.00 100,000.00 Per Year