<p>TouchBistro is a comprehensive restaurant management solution built to help restaurateurs streamline operations, boost sales, and elevate the guest experience. We’re looking for a <strong>Team Manager, Product Support</strong> to lead and coach our frontline Product Support team...
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<p>TouchBistro is a comprehensive restaurant management solution built to help restaurateurs streamline operations, boost sales, and elevate the guest experience. We’re looking for a <strong>Team Manager, Product Support</strong> to lead and coach our frontline Product Support team.</p>
<p>This role focuses on supporting a group of agents, ensuring day-to-day performance, and delivering a great customer experience. The Team Manager, Product Support plays a key part in motivating and developing team members, driving accountability through KPIs, and ensuring smooth daily operations in a fast-paced environment. This role will require weekend coverage and applicants should only apply if they can commit to this.</p>
<h4><strong>Your Impact</strong></h4>
<ul>
<li>Lead, coach, and develop a team of frontline support agents, fostering a positive, customer-first culture.</li>
<li>Provide structured coaching, feedback, and performance management to help team members meet and exceed goals for service quality, CSAT, and productivity.</li>
<li>Monitor team metrics (response times, resolution speed, service levels) and take action to maintain or improve results.</li>
<li>Support daily scheduling, workload distribution, and real-time adjustments to ensure customer coverage.</li>
<li>Run regular team meetings, huddles, and 1:1s to reinforce priorities, address challenges, and celebrate wins.</li>
<li>Handle escalated customer issues from your team, ensuring timely resolution and clear communication.</li>
<li>Handle some customer escalations directly and ensure that the brand is always represented well</li>
<li>Partner with Senior Managers and cross-functional teams to share frontline feedback and help improve processes and tools.</li>
</ul>
<h4><strong>What You Bring</strong></h4>
<ul>
<li>You have 2–3 years of leadership experience in customer support or contact center operations, ideally in SaaS or B2B environments.</li>
<li>You have a track record of coaching and developing high-performing support teams.</li>
<li>You have working knowledge of contact center metrics (e.g., CSAT, AHT, FCR) and how to apply them to team performance.</li>
<li>You have familiarity with support platforms like Zendesk, Salesforce, or similar.</li>
<li>You are a strong communication skills and the ability to motivate teams through change and challenges</li>
<li>You have comfort working weekends or holidays to support key business priorities and team coverage.</li>
</ul>
<h4><strong>Nice to Have</strong></h4>
<ul>
<li>Experience managing teams in a 24/7 support environment.</li>
<li>Exposure to workforce management tools or quality assurance programs.</li>
<li>Interest in process improvement and continuous team development.</li>
</ul><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. </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 & 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><sub>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.</sub></em></p></div>
