At SpotOn, we're helping restaurants and small businesses compete and win with flexible payment and software technology-backed by real people who really care. From seamless point-of-sale systems to integrated restaurant management solutions, every SpotOn tool is designed to help local businesses increase profits and create better experiences for their customers and employees.
Recently, SpotOn was :
- Named one of Fast Company's Most Innovative Companies of 2024
- Awarded Great Places to Work and Built In's Best Workplaces for the third year in a row
- Selected as the Best Overall Restaurant POS by NerdWallet
- Rated the top-rated point-of-sale (POS) for restaurants, bars, retail, and small businesses by Capterra users
We're committed to caring hard and moving fast so that we can continue to grow and make a positive impact together.
That's where you come in.
RESPONSIBILITIES
Develop and execute the customer support strategy to align with overall business objectives, focusing on delivering a world-class support experienceCollaborate with other departments, including Product, Engineering, Sales, and Customer Success, to ensure a seamless and cohesive customer journeyEstablish and track key performance indicators (KPIs) for the support organization, including response times, resolution rates, customer satisfaction scores, and first contact resolutionLead, mentor, and develop a high-performing customer support team, including support managers, frontline agents, and technical specialistsFoster a positive and inclusive team culture focused on continuous improvement, customer advocacy, and professional growthImplement training and development programs to ensure the team is equipped with the necessary skills and knowledge to support customers effectivelyAct as the voice of the customer within the organization, advocating for their needs and ensuring their feedback is incorporated into product and service enhancementsDrive initiatives to improve customer satisfaction and loyalty, including the implementation of new support channels, self-service resources, and customer education programsDevelop and manage the customer support budget, ensuring optimal allocation of resources to meet organizational goalsQualifications :
Research shows that women and members of underrepresented groups tend to apply to roles only when they check every box on a job description. We encourage you to apply if you meet the majority of qualifications and if this role is aligned with your career trajectory.
10 years of experience in customer support, with at least 5 years in a senior leadership roleProven track record of leading large, distributed customer support teams and driving exceptional service deliveryStrong leadership and team management skills, with experience in coaching, mentoring, and developing talentExcellent communication, interpersonal, and conflict-resolution skillsDeep understanding of customer support metrics, analytics, and best practicesExperience with customer support platforms and CRM systems, with a preference for experience in SalesforceA passion for mentoring and developing others is a mustHistory of excellent judgment and productive communicationExperience presenting to senior leadershipBenefits :
At SpotOn, we put people above everything else. We're known for our innovative software and technology solutions, but we stand out because of the hard-working humans behind the tech. We can't take care of our clients without taking care of our employees first, and that's why we invest in you with a competitive benefits package which includes :
Medical, Dental and Vision Insurance401k with company matchRSUsPaid vacation, 10 company holidays, sick time, and volunteer time offEmployee Resource Groups to build community and inclusion at workMonthly cell phone and internet stipendTuition reimbursement for up to $2,000 per calendar year to assist with your professional developmentCompensation :
Our base pay range starts at $150,000 -$210,000 for this rolePlease note the salary range listed is just one component of a competitive compensation package which includes a company stock planOffers will be reflective of the candidate's location and experience.SpotOn is an equal employment opportunity employer. Qualified candidates are considered for employment without regard to race, religion, gender, gender identity, sexual orientation, national origin, age, military or veteran status, disability, or any other characteristic protected by applicable law.
SpotOn is an e-verify company.
Salary : $150,000 - $210,000
