We are seeking a highly motivated and experienced Team Manager to lead our support operations, a fast-paced and customer-centric SaaS platform in the restaurant technology space.
This role requires a strong leader with a proven track record in client management, data analysis, team leadership, and performance optimization. The ideal candidate thrives in a dynamic environment and can balance day-to-day team oversight with strategic initiatives aimed at driving service excellence.
Key Responsibilities
Lead a team of support agents handling inbound calls and ticket-based customer inquiries.
Serve as the primary point of contact for client communications, ensuring alignment on goals, KPIs, and operational updates.
Monitor and analyze team performance metrics, including CSAT, SLA adherence, AHT, FCR, backlog, attendance, and more.
Drive daily performance management, including coaching, mentoring, quality assurance, and development planning.
Conduct regular team meetings, 1:1s, and performance reviews, fostering a culture of accountability and continuous improvement.
Partner with internal stakeholders (QA, WFM, Training) to ensure delivery excellence and compliance with standards.
Proactively identify and implement process improvements to optimize workflows and reduce handling time.
Manage operational escalations with urgency, professionalism, and root cause follow-through.
Support workforce planning including scheduling, forecasting, and capacity management.
Conduct client WBRs/MBRs/QBRs
Qualifications
25 years of experience as a Team Leader, Supervisor, or Manager in a BPO or call center environment.
Experience in multichannel support (ticketing systems + voice).
Strong understanding of client relationship management and experience in a client-facing role.
Proven ability to interpret and act on data using tools such as Excel, dashboards, BI tools, or workforce platforms.
Excellent written and verbal communication in English
Proficiency with tools like Zendesk, Salesforce, Google Workspace, Excel, and/or reporting dashboards. (is a plus)
Experience supporting a SaaS product or food tech/restaurant technology platform is highly desirable. (Preferred)
Strong leadership presence with the ability to influence, coach, and inspire high performance.
Benefits & Perks
Indefinite Contract
Great Job Environment
Career growth