About the Role
We are seeking a Restaurant Platform Support Lead to join our growing team, reporting to the Associate Manager of Support. In this key leadership role, you will manage day-to-day merchant escalations while guiding our support strategy to scale across thousands of restaurants. The ideal candidate combines technical troubleshooting expertise with strong leadership skills to mentor agents, streamline processes, and maintain industry-leading service standards.
Key Responsibilities
Merchant Support & Escalation Management
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Act as the escalation point for complex merchant technical issues, including networking and system-level challenges.
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Handle frontline merchant support directly, ensuring timely and effective resolution.
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Lead by example in ticket management and live interactions, maintaining high standards for quality and ownership.
Team Leadership & Development
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Mentor and coach support agents, building confidence and independence in problem-solving.
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Contribute to agent training programs, internal documentation, and performance metrics.
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Foster a culture of accountability, collaboration, and continuous improvement within the support team.
Process Improvement & Scaling Support
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Support the expansion of support channels, including phone, video, and extended hours, without compromising quality.
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Identify recurring issues and implement process improvements to enhance operational efficiency.
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Collaborate with cross-functional teams to optimize workflows and improve overall merchant experience.
Qualifications
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Proven experience in technical support, ideally in a SaaS or restaurant technology environment.
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Strong problem-solving and troubleshooting skills, including networking and system-level knowledge.
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Leadership experience, with the ability to mentor and guide support teams effectively.
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Excellent communication and interpersonal skills.
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Ability to thrive in a fast-paced, dynamic environment and manage multiple priorities.
Benefits & Perks
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Competitive salary and performance-based incentives
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Fully remote work with flexible scheduling
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Professional development and training opportunities
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Collaborative, growth-oriented company culture
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