Senior Manager, Product Support

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 Programs: Design and evolve QA frameworks that drive measurable improvements in service delivery Drive Coaching Excellence: Establish a high-frequency coaching rhythm that improves FCR, CSAT, and overall team performance Improve Customer Retention: Coach teams to deliver high-empathy, high-competence interactions that rebuild customer confidence Own WFM Strategy: Lead forecasting, scheduling, and capacity planning to ensure efficient, cost-effective coverage aligned to SLAs Lead with Empathy: Build a high-performing, high-retention team culture grounded in accountability, transparency, and support What You Bring Proven Operator: 8+ years in support leadership within SaaS or B2B environments, running metrics-driven operations Escalation Leadership: Experience managing high-stakes technical escalations with strong cross-functional communication Coaching & QA Expertise: Track record of building performance management and QA programs that drive KPI improvement Data-Driven Mindset: Ability to translate support data into actionable insights and influence product or process changes WFM Expertise: Hands-on experience with WFM tools (e.g., Calabrio, Genesys, NICE) and a strong understanding of forecasting, occupancy, and shrinkage High EQ: Collaborative, clear communicator who leads with empathy and builds strong cross-functional relationships Nice to Have Experience supporting 24/7 operations across multiple time zones Exposure to AI-driven support tools or self-service strategies Experience scaling support teams in high-growth or startup environments As part of Ontario’s Pay Transparency requirements, TouchBistro is committed to open and equitable compensation practices. Our salary bands are designed to reflect the range of skills and experience needed for the position and to allow room for growth. The final offer amount for this role will depend on geographical region, applicable experience, and the skillset of the candidate. Salary is based on relevant skills, experience, and internal equity. This posting reflects an existing vacancy. Artificial intelligence (AI) tools may be used to support parts of the recruitment and selection process; however, all hiring decisions are made by our hiring managers and recruitment team. Salary Range $135,000 — $155,000 CAD What We Offer At TouchBistro, we are a diverse group of restaurant-obsessed, tech-loving people brought together by a mission to support the passion and success of restaurateurs. You can feel confident joining a fun, vibrant, and rapidly growing environment. You will be working alongside driven individuals who are passionate, innovative, accountable, collaborative, and respectful. The Perks: Generous Time Off Program Health, Dental, and Vision Benefits Flexible Health and Wellness Plan Parental Leave & top up Employee Assistance Program Professional Development Volunteer Program Monthly Lunches About Us TouchBistro is an all-in-one Point-of-Sale and restaurant management system that makes running a restaurant easier. We have powered more than 29,000 restaurants around the world, and w e know that while passion is plenty in the restaurant industry, time and money usually aren’t. Providing the most essential front of house, back of house and customer engagement solutions on one easy-to-use platform, TouchBistro helps restaurateurs streamline and simplify their operations, increase sales, drive revenue, and deliver a stellar guest experience. TouchBistro believes in fostering an inclusive workplace where all individuals have an opportunity to succeed. Requests for accommodation due to a disability can be made at any stage of the recruitment process.