Team Lead, Customer Support, In-Store

Position Overview

The Customer Support Team at SevenRooms partners directly with hospitality operators around the world to deliver best-in-class customer support. As the Team Lead, Customer Support, based in North America, you will oversee day-to-day operations, directly assist customers when needed, and support the growth and development of our support team. (Shifts: Full-Time)

At DoorDash, our mission to empower local economies drives us to make impactful, empathetic decisions. We are rapidly growing, committed to a diverse and inclusive workforce, and offer comprehensive benefits to support our employees’ happiness, health, and overall well-being.

Key Responsibilities

• Act as a Player-Coach. Step in to directly support customers when needed while equipping the team with the necessary knowledge and resources to resolve issues successfully.
• Support the Team. Guide and mentor a group of customer support representatives, fostering a positive, collaborative, and high-performing environment.
• Coach for Performance. Monitor key metrics, provide regular feedback, and deliver coaching to help team members grow and succeed.
• Drive Team Productivity. Enhance efficiency and quality by maintaining documentation, conducting quality reviews, analyzing customer satisfaction trends, and creating impactful training.
• Collaborate Across Teams. Partner with Customer Success, Product, and other teams to share insights and improve the overall customer experience.

Required Qualifications

• 3+ years of Technical Customer Support experience; SaaS experience is a plus.
• Proven ability to inspire, coach, and develop a high-performing remote team.
• A strong commitment to delivering an outstanding customer experience.
• Excellent verbal and written communication skills.
• Exceptional problem-solving skills with the ability to handle complex or escalated issues.
• Comfortable using support tools and systems such as CRMs, help desk platforms, and analytics dashboards.

Benefits & Perks

• Premium Healthcare
• Wellness Expense Reimbursement
• Paid Parental Leave
• Additional comprehensive benefits to support overall well-being