Description
We believe independent restaurants deserve the same advantages as big chains without giving up their independence.
As a Supervisor for our Phone team, you'll lead a team of Community Team Leads and oversee day-to-day operations across multiple pods and shifts. You'll be responsible for driving performance, building accountability, and creating consistency across the operation so every team delivers a great experience to both our restaurant partners and their customers.
Key focus areas include:
- Coaching, developing, and holding Team Leads accountable through regular 1:1s, feedback, and performance management.
- Driving operational performance across pods and shifts, including service levels, answer rates, staffing execution, and adherence.
- Creating consistency across coaching, QA, scorecards, and performance expectations.
- Managing escalations across teams and shifts while identifying root causes and driving long-term solutions.
- Partnering with GTM, Implementations, Product, and Operations teams to improve the experience for our restaurant partners.
- Supporting onboarding and hypercare efforts for new Phones customers.
- Monitoring timecards, attendance, and workforce management metrics to ensure operational reliability.
- Building a culture of accountability, ownership, teamwork, and customer obsession.
- Partnering with People Business Partners to address employee relations and performance matters.
- Providing feedback and recommendations that improve processes, tools, and the overall Phones experience.
The Winning Recipe:
- Customer obsessed. You understand that every missed call can mean a missed order for a small business owner, and you build teams that treat every interaction accordingly.
- 2+ years of operational leadership experience with a strong track record of coaching and developing people.
- Experience leading frontline teams in a contact center, customer support, operations, or service environment.
- Strong performance management skills and experience holding teams accountable to high standards.
- Comfortable using operational metrics and dashboards to identify issues, spot trends, and drive action.
- Experience managing Team Leads, Supervisors, or other frontline leaders.
- Strong organizational skills and the ability to manage competing priorities in a fast-paced environment.
- Excellent written and verbal communication skills, including the ability to engage effectively with senior leaders and restaurant owners.
- Familiarity with contact center technology, including phone systems, CRMs, workforce management, or messaging tools.
- Intermediate proficiency with Google Workspace tools, including Sheets, Docs, Gmail, and Slack.
- English proficiency at C1 level or higher, both written and spoken.
- Willingness to work flexible hours, including evenings and weekends as needed.