BentoBox empowers restaurants to own their presence, profits and relationships. The hospitality platform disrupts third-party services that come between the restaurant and the guest. BentoBox puts the restaurant first and offers tools that drive high-margin revenue directly through the restaurant’s website. BentoBox is trusted and loved by over 7,000 restaurants worldwide including The Meatball Shop, Joseph Leonard, Union Square Hospitality Group, Major Food Group, Rose’s Luxury, Eleven Madison Park & many more. Learn more at www.getbento.com

We’re hiring a Director of Customer Support who will be responsible for growing our Support function and ensuring the highest levels of customer satisfaction. Reporting to the VP of Customer Success, the Director of Customer Support will build a best-in-class support model across multiple channels (e.g. email, phone), strongly focused on quality control as we scale. You will lead and coach our support team, ensuring they are engaged, empowered and consistently aiming for excellence. You will partner cross-functionally with leads from Customer Success, Product, Design and Ops acting as the voice of our customers, identifying and communicating potential product enhancements, and aligning support efforts with our company goals and initiatives. You will be responsible for the overall Customer Support strategy, developing initiatives for improvement while establishing performance metrics and KPIs for the team. 

Responsibilities

• Lead BentoBox’s Support team, hiring, training and coaching a growing team of best-in-class support representatives
• Establish a high performance standard and foster a culture that produces excellent, measurable results
• Identify opportunities to implement changes in processes or tools to improve efficiency and quality of support across all channels
• Develop policies and standard operating procedures for the Customer Support organization
• Work with Customer Success leadership to troubleshoot escalated issues in real-time
• Identify issues and suggest product enhancements to support our go-to-market strategy, consistently communicating data-driven insights and recommendations 
• Build a metrics strategy and implement a reporting cadence on Support volume and trends

Skills & Attributes

• 6+ years of experience in customer support leadership at high-growth organizations
• Experience building and operating a 24x7 multi-channel customer support organization servicing customers around the world
• Passionate about the customer experience with a demonstrated ability to lead a team to drive loyalty and reduce churn
• Strong history of designing processes, establishing metrics and managing the operations of a scaling support team in a high-growth environment
• Organized communicator with superior written, verbal and listening skills
• Bachelor’s degree preferred

What We Offer

• Competitive salary + equity
• Full benefits (medical, dental, vision, 401(k), commuter benefits, life insurance)
• Flexible paid vacation
• Paid parental leave
• Professional development, growth and support
• Perks when dining with BentoBox customers such as tip reimbursement
• Making a positive impact on the hospitality community

BentoBox provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.