Work In Tech

Are you passionate about local food culture? We’re Foodee, a team of food experts on a mission to connect local restaurants to businesses through our meal planning platform. We help corporations spread the power of good food by curating menus from top local restaurants and delivering them to your office.

We’re looking for a Manager of Support to lead our Customer Support and Restaurant Support teams, ensuring operational efficiency and an exceptional client/partner service experience. In this role, you will assist the Customer Support and Restaurant Support teams with escalations and/or unique or complex inquiries, and represent the team in cross-functional discussions. The ideal candidate will be located in either Alberta or Ontario. We not providing relocation or sponsorship for this role.

KEY RESPONSIBILITIES:

• Provide leadership and direction to a team of customer service representatives responsible for live customer support and a team of restaurant support representatives responsible for ensuring the smooth day to day operation of orders with restaurant partners
• Support the day-to-day management of our clients and restaurant partners, provide and collect feedback on ways to improve our service delivery
• Closely monitor discount cases and support the Accounting team with invoices and payment accuracy
• Provide support and guidance for escalated cases and monitor trends in error discounting
• Collaborate with Customer Success, Restaurant Success and Product Management teams on improvements to the customer and restaurant partner experience
• Support the implementation of new technology and process and identify system and workflow improvements to enhance efficiency
• Manage, train, coach and develop support team members
• Support the Operations Director with monitoring the daily workload of the team
• Ensure adequate coverage at all times
• Maintain and update the internal database (Confluence)

REQUIRED SKILL-SET/EXPERIENCE:

• 5+ years in an Operational Support role
• 2+ years experience managing a support team
• Strong attention to detail
• Adaptable with a high degree of flexibility and ability to problem-solve under pressure
• Effective, clear communicator with both internal and external stakeholders
• People-centric and balanced leader who can nurture strong employee engagement and retention
• Results-driven with a desire to continuously identify areas for process improvement and optimization
• Analytical expertise with a passion for interpreting data and analyzing data trends
• CRM (Salesforce) proficiency
• Experience with integrated operational systems and flow: CRM/Support system/Order management
• Nice to have: Hospitality experience
• Nice to have: SaaS experience

REPORTS TO:

Director of Operations

DIRECT REPORTS:
Customer Support Representatives

Restaurant Support Representatives

OUR BENEFITS INCLUDE:

• Annual bonus plan
• Paid time off, including sick, vacation & quality of life days
• Paid statutory holidays
• Monthly health & wellness reimbursement
• Professional development reimbursement
• Work-from-home flexibility; fully remote applicants accepted in Alberta or Ontario provinces only

At Foodee we are committed to strengthening local restaurants, and it all starts with our people. We’re creating a culture where everyone feels included and diversity is celebrated, and we believe that makes our business better. We strive to open every window of opportunity to discover our future applicants, and in each role we endeavor to look beyond your work and educational experience. We strongly encourage applications from Indigenous peoples, racialized people, people with disabilities, people from gender and sexually diverse communities and/or people with intersectional identities. We can’t wait to see what you bring to the table.