What You’ll Do

• Lead and manage our amazing Customer Support team, including hiring, training, development, and succession planning
• Oversee Zendesk and Help Center systems and user/client training
• Partner side-by-side with clients in the SevenRooms platform to help achieve success and long-term client satisfaction
• Define and measure individual and team KPIs (e.g. response times, resolution, number of tickets/rep, etc.)
• Act as front-line triage and resolution for high-level support issues from clients and team
• Become a SevenRooms product expert to be able to answer any and all questions for internal support or clients
• Perform other operational and administrative support as requested by the business

Who You Are

• 5+ years of SaaS or Technical Customer Support experience
• 2+ years of leadership/management experience
• You’re naturally solutions-oriented, and you love solving problems!
• You are a self-starter with a strong sense of accountability
• You are a team player and enjoy working with cross-functional teams to understand and resolve complex issues
• You have an ability to communicate advanced technical concepts to a variety of technical and non-technical audiences
• You are empathetic and connect well with others
• You bring a passion for technology, hospitality, and helping others
• Experience working with hospitality a plus
• Experience leading or building remote teams a plus

What We Offer

• Competitive salaries and flexible work life balance
• Equity share in a growing business
• Unlimited Vacation. We trust you to take the time you need to be your most productive self.
• A full slate of benefits coverage including: medical, dental, vision, and pre-tax commuter benefits, gym reimbursements, and unique memberships through One Medical and Perkspot
• A fun, vibrant office environment in Chelsea with a smart and passionate team doing incredible things to disrupt the tech and hospitality space. Plus we're dog-friendly (woof!).

About SevenRooms

We believe that when insight and instinct combine, people and businesses thrive.

At SevenRooms, we're on a mission to help hospitality operators own direct relationships with their guests, building stronger businesses through personalized service and marketing. Our clients are some of the largest, most reputable restaurant, nightlife, hotel and concierge brands in the world. We provide these companies with mission-critical tools to run their business and manage millions of visits at their properties.

A career at SevenRooms means you'll be working alongside incredibly talented professionals with a passion for hospitality. We believe deeply in the power of meaningful connections, and it shows in the products we build and the people we hire.

We are proud to be an equal opportunity workplace and an affirmative action employer. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or veteran status.