TouchBistro
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Customer Success Operations & Systems, Senior Manager
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We’re hiring a Senior Manager to own and scale the business systems and workflows that power our Customer Support and Customer Success teams.
This role is focused on support operations — designing case management workflows, SLAs, routing, and automation to drive a consistent, high-quality customer experience at scale. You’ll combine hands-on system ownership with process design and team leadership.
What You’ll Do
- Drive systems and process changes across Customer Success, prioritizing initiatives based on business impact and operational needs
- Own the design and evolution of Customer Success workflows, including case management, prioritization, routing, and escalation models within Salesforce, ensuring scalable operations and strong customer outcomes.
- Lead the evolution of contact centre tooling (e.g., Salesforce Omni-Channel, Amazon Connect) to support scalable, high-performing Customer Success teams
- Drive automation and process improvements to reduce manual effort and improve consistency across the customer lifecycle
- Lead cross-functional initiatives with Customer Success, Product, Engineering, Data, and Internal Systems
- Lead and develop the CS Optimization team, including prioritization, roadmap ownership, and systems governance
What You Bring
- 7+ years of experience in Customer Success Operations, Customer Operations, or CS Systems roles
- Proven experience owning and evolving Customer Success systems and workflows at scale
- Strong process design and systems thinking, with the ability to design scalable, end-to-end customer workflows and operating models
- Hands-on experience working within CRM platforms, including building and optimizing workflows, automation, permissions, and case management
- Salesforce Administrator certification
- Experience defining and improving prioritization, routing, and escalation models, and driving operational performance and efficiency
- Ability to translate business and operational needs into durable system and process solutions
- Experience leading cross-functional systems initiatives, influencing stakeholders, and driving change without direct authority
- Experience leading teams, including prioritization, roadmap ownership, and systems governance
As part of Ontario’s Pay Transparency requirements, TouchBistro is committed to open and equitable compensation practices. Our salary bands are designed to reflect the range of skills and experience needed for the position and to allow room for growth. The final offer amount for this role will depend on geographical region, applicable experience, and the skillset of the candidate.
Salary is based on relevant skills, experience, and internal equity. This posting reflects an existing vacancy. Artificial intelligence (AI) tools may be used to support parts of the recruitment and selection process; however, all hiring decisions are made by our hiring managers and recruitment team.
What We Offer
At TouchBistro, we are a diverse group of restaurant-obsessed, tech-loving people brought together by a mission to support the passion and success of restaurateurs. You can feel confident joining a fun, vibrant, and rapidly growing environment. You will be working alongside driven individuals who are passionate, innovative, accountable, collaborative, and respectful.
The Perks:
- Generous Time Off Program
- Health, Dental, and Vision Benefits
- Flexible Health and Wellness Plan
- Parental Leave & top up
- Employee Assistance Program
- Professional Development
- Volunteer Program
- Monthly Lunches
About Us
TouchBistro is an all-in-one Point-of-Sale and restaurant management system that makes running a restaurant easier. We have powered more than 29,000 restaurants around the world, and we know that while passion is plenty in the restaurant industry, time and money usually aren’t. Providing the most essential front of house, back of house and customer engagement solutions on one easy-to-use platform, TouchBistro helps restaurateurs streamline and simplify their operations, increase sales, drive revenue, and deliver a stellar guest experience.
TouchBistro believes in fostering an inclusive workplace where all individuals have an opportunity to succeed. Requests for accommodation due to a disability can be made at any stage of the recruitment process.
Ready to apply?
Apply to TouchBistro
Senior Director, CS Platform & AI
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TouchBistro is looking for a strategic, hands-on leader to own how Customer Success operates at scale.
This is not a traditional CS Ops role. You’ll own the systems, data, and AI that power how we onboard, support, retain, and grow our customers — and evolve it into a more intelligent, automated operating model. You’ll sit at the intersection of Customer Success, Product, Engineering, and Data — turning workflows into scalable systems and insight into action.
Location: Toronto (Hybrid — 2 days/week in office)
Your Impact
Build a scalable CS operating system
- Design and evolve workflows across onboarding, billing ops, support, and retention
- Own and unify our CS tech stack (Salesforce, support tools, WFM, analytics)
- Improve how frontline teams operate — faster, simpler, more effective
Turn data into decisions
- Own the Customer Success data ecosystem and reporting strategy
- Ensure clean, reliable data across systems
- Move reporting beyond dashboards into actionable insights that drive retention and performance
Embed AI into how we work
- Lead the evolution of AI across Customer Success (agent assist, automation, self-service)
- Ensure AI is embedded into real workflows and driving measurable impact
- Shift operations from reactive to proactive
Lead systems, strategy, and execution
- Lead CS systems, data, and AI initiatives
- Partner cross-functionally with Product and Engineering
- Define priorities and drive execution against the highest-impact opportunities
What You Bring
- 10+ years in Customer Success Operations, RevOps, or Systems leadership
- Deep experience owning end-to-end CS technology ecosystems
- Strong Salesforce expertise (Service Cloud required; technical depth strongly preferred)
- Proven ability to design systems aligned to real operational workflows
- Experience working with data, analytics, and reporting ecosystems
- AI/automation in business operations (practical application > theory)
- Strong business acumen — understands how CS drives retention and revenue
- Ability to prioritize for impact and cut through complexity
- Comfortable in a hybrid work schedule.
What Success Looks Like
- Systems are connected, scalable, and trusted by teams
- Data drives clear, confident decisions
- AI is embedded into daily workflows
- Customer Success operates proactively, not reactively
As part of Ontario’s Pay Transparency requirements, TouchBistro is committed to open and equitable compensation practices. Our salary bands are designed to reflect the range of skills and experience needed for the position and to allow room for growth. The final offer amount for this role will depend on geographical region, applicable experience, and the skillset of the candidate.
Salary is based on relevant skills, experience, and internal equity. This posting reflects an existing vacancy. Artificial intelligence (AI) tools may be used to support parts of the recruitment and selection process; however, all hiring decisions are made by our hiring managers and recruitment team.
What We Offer
At TouchBistro, we are a diverse group of restaurant-obsessed, tech-loving people brought together by a mission to support the passion and success of restaurateurs. You can feel confident joining a fun, vibrant, and rapidly growing environment. You will be working alongside driven individuals who are passionate, innovative, accountable, collaborative, and respectful.
The Perks:
- Generous Time Off Program
- Health, Dental, and Vision Benefits
- Flexible Health and Wellness Plan
- Parental Leave & top up
- Employee Assistance Program
- Professional Development
- Volunteer Program
- Monthly Lunches
About Us
TouchBistro is an all-in-one Point-of-Sale and restaurant management system that makes running a restaurant easier. We have powered more than 29,000 restaurants around the world, and we know that while passion is plenty in the restaurant industry, time and money usually aren’t. Providing the most essential front of house, back of house and customer engagement solutions on one easy-to-use platform, TouchBistro helps restaurateurs streamline and simplify their operations, increase sales, drive revenue, and deliver a stellar guest experience.
TouchBistro believes in fostering an inclusive workplace where all individuals have an opportunity to succeed. Requests for accommodation due to a disability can be made at any stage of the recruitment process.
Ready to apply?
Apply to TouchBistro
Senior Manager, Product Support
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TouchBistro is a comprehensive restaurant management solution built to help restaurateurs streamline operations, boost sales, and elevate the guest experience. We are looking for a high-impact Senior Manager, Product Support to own the operational execution of our Customer Support and Workforce Management (WFM) teams. Reporting to the Senior Director, you will be the operational heartbeat of the team ensuring that we meet our SLAs, optimize our staffing, and drive measurable, positive impact on customer experience.
We need a leader who balances operational discipline with a genuine, people-first leadership style, and who understands that every support interaction is an opportunity to protect our revenue and deepen customer loyalty.
What You’ll Do
- Own Daily Operations: Run the “live” environment, ensuring consistent, calm, and efficient performance—even at peak volume
- Reduce Volume at the Source: Use data to identify root causes and partner cross-functionally to eliminate friction and improve the customer experience
- Lead Escalations: Own critical customer issues end-to-end, driving fast resolution while addressing underlying product or process gaps
- Build QA & Performance Programs: Design and evolve QA frameworks that drive measurable improvements in service delivery
- Drive Coaching Excellence: Establish a high-frequency coaching rhythm that improves FCR, CSAT, and overall team performance
- Improve Customer Retention: Coach teams to deliver high-empathy, high-competence interactions that rebuild customer confidence
- Own WFM Strategy: Lead forecasting, scheduling, and capacity planning to ensure efficient, cost-effective coverage aligned to SLAs
- Lead with Empathy: Build a high-performing, high-retention team culture grounded in accountability, transparency, and support
What You Bring
- Proven Operator: 8+ years in support leadership within SaaS or B2B environments, running metrics-driven operations
- Escalation Leadership: Experience managing high-stakes technical escalations with strong cross-functional communication
- Coaching & QA Expertise: Track record of building performance management and QA programs that drive KPI improvement
- Data-Driven Mindset: Ability to translate support data into actionable insights and influence product or process changes
- WFM Expertise: Hands-on experience with WFM tools (e.g., Calabrio, Genesys, NICE) and a strong understanding of forecasting, occupancy, and shrinkage
- High EQ: Collaborative, clear communicator who leads with empathy and builds strong cross-functional relationships
Nice to Have
- Experience supporting 24/7 operations across multiple time zones
- Exposure to AI-driven support tools or self-service strategies
- Experience scaling support teams in high-growth or startup environments
As part of Ontario’s Pay Transparency requirements, TouchBistro is committed to open and equitable compensation practices. Our salary bands are designed to reflect the range of skills and experience needed for the position and to allow room for growth. The final offer amount for this role will depend on geographical region, applicable experience, and the skillset of the candidate.
Salary is based on relevant skills, experience, and internal equity. This posting reflects an existing vacancy. Artificial intelligence (AI) tools may be used to support parts of the recruitment and selection process; however, all hiring decisions are made by our hiring managers and recruitment team.
What We Offer
At TouchBistro, we are a diverse group of restaurant-obsessed, tech-loving people brought together by a mission to support the passion and success of restaurateurs. You can feel confident joining a fun, vibrant, and rapidly growing environment. You will be working alongside driven individuals who are passionate, innovative, accountable, collaborative, and respectful.
The Perks:
- Generous Time Off Program
- Health, Dental, and Vision Benefits
- Flexible Health and Wellness Plan
- Parental Leave & top up
- Employee Assistance Program
- Professional Development
- Volunteer Program
- Monthly Lunches
About Us
TouchBistro is an all-in-one Point-of-Sale and restaurant management system that makes running a restaurant easier. We have powered more than 29,000 restaurants around the world, and we know that while passion is plenty in the restaurant industry, time and money usually aren’t. Providing the most essential front of house, back of house and customer engagement solutions on one easy-to-use platform, TouchBistro helps restaurateurs streamline and simplify their operations, increase sales, drive revenue, and deliver a stellar guest experience.
TouchBistro believes in fostering an inclusive workplace where all individuals have an opportunity to succeed. Requests for accommodation due to a disability can be made at any stage of the recruitment process.
Ready to apply?
Apply to TouchBistro