[Remote] Customer Support Operations Lead at Restaurant365

The Customer Support Operations Lead will track, analyze, and communicate performance metrics for Customer Support, identifying trends and areas for improvement. They will act as a business owner and power user for Freshdesk and related tools, defining requirements and partnering with IT for configuration. Responsibilities include streamlining support processes by designing and recommending workflows and automations, driving initiatives to refine AI support strategy for faster customer help and improved agent efficiency, and contributing to Customer Support strategy to strengthen its impact on renewals, retention, and customer success. The role involves providing thought leadership by researching industry-leading support operations methodologies, building scalable initiatives through proactive programs and prevention strategies, and partnering cross-functionally with Systems, Product, and Analytics teams on data and systems projects. Additionally, the Lead will act as a trusted advisor to the Support Leadership Team, ensuring alignment between operational initiatives and long-term strategy and providing necessary visibility, insights, and recommendations for data-driven decision-making.