Senior Manager, Product Support

Job description

TouchBistro is a comprehensive restaurant management solution built to help restaurateurs streamline operations, boost sales, and elevate the guest experience. We are looking for a high-impact Senior Manager, Product Support to own the operational execution of our Customer Support and Workforce Management (WFM) teams. Reporting to the Senior Director, you will be the operational heartbeat of the team ensuring that we meet our SLAs, optimize our staffing, and drive measurable, positive impact on customer experience . We need a leader who balances operational discipline with a genuine, people-first leadership style, and who understands that every support interaction is an opportunity to protect our revenue and deepen customer loyalty. What You’ll Do: - Own Daily Operations: Run the “live” environment, ensuring consistent, calm, and efficient performance—even at peak volume - Reduce Volume at the Source: Use data to identify root causes and partner cross-functionally to eliminate friction and improve the customer experience - Lead Escalations: Own critical customer issues end-to-end, driving fast resolution while addressing underlying product or process gaps - Build QA & Performance P...