• Design and execute our customer support strategy to maximize satisfaction and retention, aligning support initiatives with company goals. Provide strategic direction to the team and foster a culture of excellence, collaboration and continuous improvement. • Oversee day to day operations (ticketing, SLAs, escalations and performance metrics) to ensure omnichannel support for restaurant customers and partners. Optimize processes to improve response time first contact resolution and to scale support efficiently. Establish and manage a robust cross-functional escalation process to reduce churn, and improve overall outcomes for our customers. • Serve as the voice of the customer within the organization, championing initiatives that improve the product and advocating for the needs of restaurant operators. • Set standards and performance targets and use data and analytics as well as customer and internal feedback to identify trends and opportunities; measure and report on KPIs. Present executive briefings that show the impact of support initiatives. • Build and mentor a high performing team of managers, specialists and agents across multiple time zones. Recruit, onboard and develop talent, and foster a high performance culture both for both on and offshore teams. • Partner with Product and Engineering to relay customer insights and influence the roadmap. Collaborate with Sales, Marketing and Customer Success to define onboarding, retention and engagement processes. • Leverage automation and support systems (CRM, Support Desk, AI chatbots) to streamline workflows, automate outreach and improve scalability. Acts as driving force in use of AI and intelligent tools to drive better customer experiences and efficiency. • Identify and mitigate risks that could impact customer satisfaction or business continuity. • Manage the support budget to optimize resource allocation and ensure compliance with data privacy regulations and industry standards.