Customer Support Manager at Vori

San Francisco, California, United States

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Not SpecifiedCompensation

Senior (5 to 8 years), Expert & Leadership (9+ years)Experience Level

Full TimeJob Type

UnknownVisa

Retail, Grocery, SaaSIndustries

Requirements

5+ years in Customer Support, Customer Success, or Operations roles, with at least 2 years in a team lead or manager capacity
Proven experience building or scaling support processes in a high-growth or early-stage environment
Experience implementing and optimizing support tooling - strong preference for experience with HubSpot Help Desk
Strong written and verbal communication skills, with an ability to communicate across technical and non-technical teams
Flexibility to work rotating shifts (including evenings/weekends/holidays)
Grocery or retail tech experience a plus, but not required — curiosity and empathy are musts
Customer-first operator with a track record of delivering exceptional customer experiences and managing complex escalations
Builder at heart, excited by blank slates and designing systems that balance structure with agility
Data-driven leader who uses metrics to diagnose, prioritize, and improve
Coach & mentor who invests in people while maintaining high standards
Adaptable problem-solver who thrives amid competing priorities and fast change
Tech & process fluent, comfortable evaluating CRMs, ticketing tools, authentication systems, and using technology (including AI) to scale
Industry learner, eager to become a product and grocery industry expert

Responsibilities

Build the foundation — Establish scalable support workflows, SOPs, and escalation paths that enable rapid, consistent, and high-quality service
Lead & coach — Hire, train, and develop a high-performing team that delivers empathetic, effective support to grocers nationwide
Own metrics — Define and monitor SLAs, CSAT, response times, and key efficiency metrics; use data to continually improve processes
Implement tools — Evaluate and implement tools (especially AI/automation) to drive scale while maintaining the warmth of human support
Design for growth — Build out incident response programs, workforce management, and knowledge systems to support future volume
Be the voice of the customer — Partner cross-functionally with Product, Engineering, and Operations to surface insights and close the loop on customer feedback
Stay flexible — Support a function that operates when our grocers do — including evenings, weekends, and holidays

Skills

Key technologies and capabilities for this role

Customer SupportTeam LeadershipSOPsSLAsCSATAI ToolsAutomationWorkforce ManagementIncident ResponseKnowledge Management

Questions & Answers

Common questions about this position

What is the work arrangement for this role?

The position is hybrid.

What qualifications are required for the Customer Support Manager role?

Candidates need 5+ years in Customer Support.

What are the key skills and traits needed for this position?

The role requires being a customer-first operator, builder at heart, data-driven leader, coach & mentor, adaptable problem-solver, tech & process fluent, and industry learner.

What is the company culture like at Vori?

Vori has a fast-moving, ambiguous environment where you'll thrive as a hands-on leader who is both player and coach, balancing AI-driven efficiency with human connection, while building from a blank slate.

What makes a strong candidate for this Customer Support Manager role?

A strong candidate has 5+ years in customer support, experience managing escalations, building systems from scratch, using data and metrics, coaching teams, and familiarity with tech tools like CRMs and AI.

Vori

Operating system for grocery retailers

About Vori

Vori offers an operating system designed for grocery retailers to improve efficiency by centralizing data and digitizing workflows. The platform connects various data points in the food supply chain, allowing grocery stores to manage operations digitally instead of relying on paper processes. By integrating with existing systems like QuickBooks and BRData, Vori helps independent grocers streamline their inventory and supply chain management. The company's goal is to enhance the grocery retail industry by making operations smoother and more efficient.

East Palo Alto, CaliforniaHeadquarters

2019Year Founded

$9.9MTotal Funding

SERIES_ACompany Stage

Food & Agriculture, Consumer SoftwareIndustries

11-50Employees

Benefits

Competitive salary & equity

Personal financial advisor

Remote work, with an office when you need it

Stipend to set up your home office

Regular team events and retreats

Unlimited PTO, with minimum 21 days off

Generous paid parental leave

Health, dental & vision insurance

401k

Risks

Increased competition from platforms like Afresh with significant funding.

Decline in North American investment for food waste solutions.

Potential overestimation of market size could lead to unrealistic growth expectations.

Differentiation

Vori is the only modern B2B operating system for the grocery industry.

Vori's platform connects data across the food supply chain seamlessly.

Vori integrates with existing systems like BRData and Microsoft Dynamics.

Upsides

Vori addresses food access and waste with advanced technology.

Vori's AI-powered VoriOS enhances supply chain management for independent grocers.

Vori's recent $10M funding supports expansion and product development.

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