Director of Support

Experience managing global, multi-tiered teams in a high-growth, tech-enabled environment. Proven ability to scale support operations and lead through complexity while maintaining service quality and team morale. Deep understanding of support systems and tools (e.g., Salesforce, Talkdesk, AI chatbot platforms), performance metrics, SLAs, and QA standards. Influential communicator and cross-functional collaborator. Experience managing vendor or BPO relationships, particularly with chatbot or automation support partners. Empathy-driven leadership style with passion for the restaurant industry. Extremely data driven, with proven track record of influencing product development.

Set and scale operational strategy for global, omni-channel support. Foster a high-performance culture by developing leaders and optimizing team structure. Act as a strategic partner to Product and Engineering, translating customer pain points into insights. Ensure operational resilience by identifying and resolving single points of failure. Optimize the relationship with our AI chatbot BPO partner.