Manager, Support - Saskatchewan, Canada - 7shifts

7shifts Saskatchewan, Canada

1 week ago

Description

7shifts is an all-in-one team management software platform designed for the restaurant industry. We're used by 1 in 10 restaurant workers and over 50,000 restaurants across North America. Our mission is to simplify Team Management and improve performance for restaurants, with a long-term vision of elevating what restaurant teams can achieve together.

As the Manager, Support at 7shifts you will lead team performance, provide coaching, and ensure exceptional customer experiences. Reporting to the Director, Service Delivery you will be pivotal in advocating for resources, leading projects, and refining our service delivery approach. Your collaborative and strategic efforts with internal stakeholders will focus on improving processes, implementing cross-training initiatives, and enhancing playbooks to boost efficiency and foster high performance.

We're building an inclusive work environment that is representative of the diverse industry we have the pleasure of serving and encourage candidates from all backgrounds to apply.

What you'll do:

Actively manage team performance by setting clear KPIs and fostering a high-performance culture to ensure exceptional service delivery

Provide coaching and development to team leads and individual contributors, ensuring they have the necessary skills to provide exceptional service to customers

Represent the Service Delivery Support team both internally within the Service Experience department and cross-functionally, advocating for resources and support needed for team success

Take ownership of high-priority projects aimed at advancing the Service Experience department and improving overall service delivery

Provide strategic thought leadership to contribute to the development of the Service Experience strategy

Enhance the Service Delivery model to meet evolving business needs through initiatives such as cross-training and channel optimization

Lead departmental and cross-functional projects focused on process improvement and playbook enhancements, collaborating with various teams to drive efficiency and improve customer service

What you bring:

Proven experience managing customer support teams in SaaS, adept at utilizing various models to ensure exceptional customer experiences

Demonstrated ability to lead large teams and mentor leaders, with a track record of cultivating high-performance teams through effective leadership

Proficient in navigating ambiguity and making well-considered decisions, willing to take calculated risks and explore innovative approaches to service delivery

Possess a comprehensive understanding of business strategy and adeptness in aligning team goals with organizational objectives, demonstrating confidence in leading teams through periods of change

Track record of project ownership from ideation to implementation, effectively balancing strategic initiatives with day-to-day team management responsibilities

Collaborative by nature, with strong interpersonal skills, fostering curiosity-driven conversations focused on driving outcomes for both teams and the business

It'd be even cooler if you had:

Proficient in operational requirements for US & CAD payroll products

Skilled in building and scaling teams, with insights into necessary technologies for success

Previous experience in the restaurant or restaurant tech industry

Our commitment to our team members:

Opportunity: It's an exciting time to work at 7shifts—our product is evolving and our team is scaling quickly. Scale like this offers many unique learning opportunities in a short period of time, accelerating the professional growth of our team members

Challenge: We're tackling real problems for restaurant owners and we're just getting started. Working at 7shifts means playing a key role in solving those problems and elevating an entire industry

Culture: There's a reason we're one of the best workplaces in North America We value integrity, adaptability and collaboration in an environment that moves quickly to drive incredible impact

Equity: Equity in a Series C, VC-backed SaaS company—enabling every team member to be an owner of their future success

Health and Wellness: Competitive health benefits right from the start, lifestyle spending accounts, access to corporate discounts, and a parental leave program that supports caregivers during an important time in their lives

Flexibility: Our team is intentional around how and where we work—whether that's remotely, in person at our Toronto and Saskatoon offices, or a mix of both. Plus, we offer a flexible vacation policy to encourage everyone to recharge when they need it. Oh, and a '90 Day Shift' program that supports our team members in exploring the world

Support : We set our team members up for success with the latest Apple technology, a home office set up, and some fun 7shifts swag to make it official Plus, we take professional growth seriously and support this through coaching, IDPs, peer and leader feedback, internal promotions, and more

We thank you for your interest in joining the 7shifts team Our privacy policy can be found .

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