What are the responsibilities and job description for the VP of Customer Support position at CrunchTime?
Global restaurant brands run their operation on the Crunchtime platform. Delivering a consistent guest experience across every location and managing food and labor costs are at the core of how Crunchtime's software is used today in over 150,000 locations across 100 countries by the world's top restaurant and foodservice operators. Customers including Chipotle, Culver's, Domino's, Dunkin', Five Guys and P.F. Chang's rely on our top-ranked platform which now includes Zenput to manage inventory, staff scheduling, learning and development, food safety, operational tasks and audits.
About the role
We are seeking a strategic and results-driven Vice President of Customer Support to lead our global customer support operations. Reporting directly to the Chief Customer Officer, the Vice President of Customer Support will be responsible for designing and executing customer support strategies that ensure the highest levels of customer satisfaction and retention. This role requires a visionary leader with a deep understanding of cloud software solutions and a proven track record of scaling support operations in a fast-paced environment.
What you'll do as a VP of Customer Support
- Leadership : Provide strategic direction and leadership to the global customer support team, fostering a culture of excellence, collaboration, and continuous improvement.
- Strategy Development : Develop and implement customer support strategies aligned with company goals and customer needs, leveraging industry best practices and innovative technologies.
- Operational Excellence : Oversee day-to-day operations of the support organization, including ticketing systems, service level agreements (SLAs), escalation processes, and performance metrics.
- Customer Advocacy : Serve as the voice of the customer within the organization, championing customer-centric initiatives and driving cross-functional collaboration to resolve issues and enhance product offerings.
- Team Development : Build and develop a high-performing support team through coaching, mentoring, and professional development initiatives.
- Data-Driven Insights : Utilize data analytics and customer feedback to identify trends, opportunities for improvement, and areas for innovation in support delivery.
- Budget Management : Manage the customer support budget effectively, optimizing resources and investments to achieve operational excellence and cost-efficiency.
- Regulatory Compliance : Ensure compliance with relevant regulations and industry standards related to customer support and data privacy.
What we're looking for
Nice to haves
What you'll get
Equal Employment Opportunity Statement
At Crunchtime, we are an equal opportunity employer. We do not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity or expression, national origin, age, disability, veteran status, or any other characteristic.
We have an inclusive and diverse workplace where every team member is respected and valued. As a global software development company, we believe that our diverse employee population enriches our work environment.
Join us in our mission to provide the best software solutions to the food industry. We encourage you to apply regardless of your background or experience; even if you don't meet all the qualifications, because we believe unique experiences and perspectives make us a stronger team.