restaurant365 - Customer Support Operations Lead

• 5+ years of business experience in the SaaS industry ideally within a GTM or customer-facing function • 3+ years functional Customer Support or Customer Success Operations experience, with a strong understanding of how support organizations are run (workflows, escalations, KPIs, and customer experience) • Strong analytical problem solver with the ability to turn data and qualitative insights into clear recommendations and operational improvements • Experience with Freshdesk or equivalent support ticketing systems (Zendesk, ServiceNow, etc.), with the ability to define business requirements and partner with technical teams for implementation and administration • Proven ability to scope, design, and implement process and system improvements, and assess their impact across the customer lifecycle. • Proficiency in project management with a track record of driving initiatives end-to-end in a fast-paced environment. • Advanced data analysis and reporting skills (Excel, Google Sheets, BI tools). • Excellent communicator with the ability to translate business needs into technical requirements and build strong cross-functional relationships. • Self-starter with a high degree of ownership, accountability, and the ability to operate autonomously in a high-growth SaaS setting. • ## R365 Team Member Benefits & Compensation • This position has a salary range of $96,400-$144,600. The above range represents the expected salary range for this position. The actual salary may vary based upon several factors, including, but not limited to, relevant skills/experience, time in the role, business line, and geographic location. Restaurant365 focuses on equitable pay for our team and aims for transparency with our pay practices. • Comprehensive medical benefits, 100% paid for employee • 401k + matching • Equity Option Grant • Unlimited PTO + Company holidays • Wellness initiatives#BI-Remote