Manager, Customer Support

About the role

Back Office, a Buyers Edge Platform SaaS solution, dismantles siloed restaurant technology systems, offering Accounting & Bookkeeping, Payroll, Food Cost Management, and AP Automation as a unified tech stack. Developed by restaurant owners for restaurant owners, Back Office goes beyond traditional software; it's backed by industry experts who guide operators to make faster, more informed business decisions surrounding revenue, cost of goods, labor, and compliance. Through a combination of continued education and user-friendly software, independent, multi-location, franchise, and enterprise restaurant groups gain actionable insights into their performance, empowering them to make data-based operational decisions! We value the impact and connection that comes from regular in-person collaboration. Therefore, the ideal candidate will work from our Littleton, CO office, with anticipated travel, as needed. We are unable to offer work sponsorship for this role.

Responsibilities

• People Leadership & Team Development
• Lead and develop a team of Customer Support Specialists, fostering a culture of urgency, ownership, and continuous improvement.
• Drive all hiring, onboarding, coaching, performance reviews, and development planning with rigor and intentionality.
• Deliver direct, timely, and actionable feedback; avoid vague coaching, ensuring team members are never surprised by performance discussions.
• Actively up-level your team, identifying high-potential individuals and creating clear growth paths; manage underperformers with clarity and care.
• Foster a team culture where accountability and recognition go hand in hand, ensuring clear expectations and celebrating great work.
• Invest in individuals' career growth, creating pathways for development within and beyond the support team.
• Service Delivery & Operational Excellence
• Oversee day-to-day support operations, ensuring timely resolution of customer issues and adherence to SLAs.
• Oversee delivery and quality of service deliverable execution including Customer Success Plans, Operational Reviews, and Legacy Expansion Success.
• Monitor and act on key performance metrics including CSAT, NPS, response and resolution times, quality scores, and employee productivity.
• Identify knowledge and skill gaps across the team and coordinate targeted coaching and training to close them quickly.
• Define and optimize support processes, workflows, and documentation to improve efficiency, scalability, and consistency, building the knowledge infrastructure that scales quality.
• Drive operational efficiency and scalability through process optimization, automation, and proactive resource planning.
• AI Adoption & Modernization
• Actively adopt and champion AI tools and automation as a core part of how the team operates - not as a pilot, but as standard practice.
• Identify opportunities where AI, automation, or smarter workflows can expand your team's delivery capacity without necessarily expanding headcount.
• Leverage AI-powered tools and support data to drive decisions, build more efficient workflows, and maintain a high bar for team performance and customer outcomes.
• Reduce friction in every form through thoughtful process design, better tooling, and a focus on eliminating unnecessary effort for both customers and team members.
• Cross-Functional Impact & Customer Advocacy
• Serve as the primary customer escalation point for your team-de-escalate with confidence, resolve with urgency, and close the loop. Oversee escalated client issues with a focus on rapid resolution and customer satisfaction.
• Collaborate with cross-functional teams on initiatives that enhance the quality of our product, processes, and overall customer experience.
• Build and maintain strong relationships with customers, advocating for their needs internally. - Represent the Support function at leadership meetings and cross-functional projects.
• Own team processes, workflows, and documentation-continuously improving how support operates.
• About you:
• 3+ years of management experience with a demonstrated track record of leading teams through meaningful change in a fast-paced, results-driven environment.
• 5+ years of experience in customer support, user operations, or a related customer-facing SaaS technical suppo

Additional Information

Buyers Edge Platform is seeking an experienced and dynamic Manager of Customer Support (BackOffice) to lead a team dedicated to delivering a best-in-class customer support experience. This pivotal role is instrumental in translating customer needs into impactful product improvements and cultivating genuine, valued customer relationships. Operating within a period of significant transformation, this leader will champion the integration of AI tools and innovative workflows to redefine service excellence and elevate team capabilities. This is a unique opportunity to lead through change, drive adoption of modern operational practices, and build a team that fosters significant career growth for its members.

Your Match

How well this role fits your profile.

Company Intel

What employees say

Worked at buyersedgeplatformrecruiting? Share your experience