Customer Support Operations Lead
Restaurant365Salary not specified
Full Time
Senior (5 to 8 years), Expert & Leadership (9+ years)
Not SpecifiedCompensation
Senior (5 to 8 years)Experience Level
Full TimeJob Type
UnknownVisa
Legal TechnologyIndustries
Requirements
- Experienced in support management or leading frontline support functions
- Ability to blend strategic insight with hands-on management
- Skilled in overseeing ticket triage, SLA monitoring, and escalation for products like Litera One and Kira
- Proficient in conducting 1:1s, quarterly reviews, onboarding, and coaching using metrics (AHT, FCR, CSAT)
- Capable of enforcing standards for response tone, clarity, documentation, and product usage
- Experienced in KPI monitoring, root cause analysis, and improvement initiatives
- Strong in escalation management for high-impact clients and cross-functional alignment (Engineering, Product, QA)
- Knowledge of generating reports/dashboards on queue health, SLA adherence, CSAT, and risks
- Ability to ensure playbook compliance, process adherence, and continuous improvement (e.g., automation, macros)
- Team leadership skills: inspire/coach across experience levels with tailored feedback and empathy
- Operational discipline: manage high case volumes, understand SLAs and entitlement rules
Responsibilities
- Oversee daily case operations: ticket triage, balanced distribution, SLA monitoring, and proactive escalations
- Lead operational reviews: daily stand-ups, backlog status, case prioritization, and process gap identification
- Facilitate cross-functional syncs with Engineering, Product, QA for escalations and breaches
- Conduct weekly 1:1s, quarterly reviews, career growth planning, and onboarding programs
- Drive continuous skill growth via performance metrics, coaching, peer shadowing, and workshops
- Model player-coach approach: assist with complex cases and clear backlogs
- Enforce consistency in support responses and track KPIs (CSAT, FCR, reopen rates)
- Perform root cause analysis and deploy improvement initiatives
- Own escalations for high-impact clients and channel feedback to Product/Engineering
- Ensure team adherence to playbooks, SLAs, and procedures
- Generate daily/weekly/monthly dashboards for leadership on queue health and metrics
- Identify recurring patterns and coordinate improvements (e.g., documentation, macros, automation)
- Conduct QA audits, run sessions, and lead service improvement planning
Skills
SLA Management
Ticket Triage
Queue Leadership
Operational Reviews
Team Coaching
Process Improvement
Cross-Functional Collaboration
Escalation Management
Backlog Management
Automation Identification
Literati
Curated book subscription service for all ages
About Literati
Literati offers a subscription service for curated book selections aimed at both adults and children. Each month, subscribers receive a new hardcover book chosen by influential figures, known as Luminaries, from various fields such as business, sports, and the arts. This approach provides readers with enriching and inspiring content. For children, Literati features a 'try before you buy' option, allowing parents to receive a selection of expertly reviewed books to ensure quality and age-appropriateness. The company differentiates itself by combining celebrity involvement with expert curation, appealing to those seeking intellectual and inspirational reading experiences. Literati's goal is to foster a love for reading through high-quality literature while generating revenue through subscription fees and book sales.
Austin, TexasHeadquarters
2017Year Founded
$89.5MTotal Funding
SERIES_BCompany Stage
Education, Consumer GoodsIndustries
201-500Employees
Benefits
Health Insurance
Dental Insurance
Vision Insurance
401(k) Retirement Plan
401(k) Company Match
Short-term Disability Insurance
Parental Leave
Flexible Work Hours
Unlimited Paid Time Off
Company Equity
Risks
Increased competition from companies like Book of the Month challenges Literati's market share.
Celebrity involvement risks brand reputation if associated figures face controversies.
Integration challenges from Follett Book Fairs acquisition may disrupt Literati's operations.
Differentiation
Literati offers curated book selections with celebrity involvement, enhancing its unique market position.
The 'try before you buy' model for children's books sets Literati apart from competitors.
Literati's platform includes exclusive content and discussions, enriching the reader's experience.
Upsides
Rising interest in personalized content boosts demand for Literati's curated book services.
AI-driven personalization can enhance Literati's book selection process, improving customer satisfaction.
Celebrity and influencer marketing trends align with Literati's Luminary-curated adult book offerings.
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