Manager of Customer Support

Buyers Edge Platform is seeking an experienced and dynamic Manager of Customer Support (BackOffice) to lead a team dedicated to delivering a best-in-class customer support experience. This pivotal role is instrumental in translating customer needs into impactful product improvements and cultivating genuine, valued customer relationships. Operating within a period of significant transformation, this leader will champion the integration of AI tools and innovative workflows to redefine service excellence and elevate team capabilities. This is a unique opportunity to lead through change, drive adoption of modern operational practices, and build a team that fosters significant career growth for its members. Back Office, a Buyers Edge Platform SaaS solution, dismantles siloed restaurant technology systems, offering Accounting & Bookkeeping, Payroll, Food Cost Management, and AP Automation as a unified tech stack. Developed by restaurant owners for restaurant owners, Back Office goes beyond traditional software; it’s backed by industry experts who guide operators to make faster, more informed business decisions surrounding revenue, cost of goods, labor, and compliance. Through a combination of continued education and user-friendly software, independent, multi-location, franchise, and enterprise restaurant groups gain actionable insights into their performance, empowering them to make data-based operational decisions! We value the impact and connection that comes from regular in‑person collaboration. Therefore, the ideal candidate will work from our Littleton, CO office, with anticipated travel, as needed. We are unable to offer work sponsorship for this role. Your impact: Lead and develop a team of Customer Support Specialists, fostering a culture of urgency, ownership, and continuous improvement. Drive all hiring, onboarding, coaching, performance reviews, and development planning with rigor and intentionality. Deliver direct, timely, and actionable feedback; avoid vague coaching, ensuring team members are never surprised by performance discussions. Actively up‑level your team, identifying high‑potential individuals and creating clear growth paths; manage underperformers with clarity and care. Foster a team culture where accountability and recognition go hand in hand, ensuring clear expectations and celebrating great work. Invest in individuals’ career growth, creating pathways for development within and beyond the support team. Service Delivery & Operational Excellence Oversee day‑to‑day support operations, ensuring timely resolution of customer issues and adherence to SLAs. Oversee delivery and quality of service deliverable execution including Customer Success Plans, Operational Reviews, and Legacy Expansion Success. Monitor and act on key performance metrics including CSAT, NPS, response and resolution times, quality scores, and employee productivity. Identify knowledge and skill gaps across the team and coordinate targeted coaching and training to close them quickly. Define and optimize support processes, workflows, and documentation to improve efficiency, scalability, and consistency, building the knowledge infrastructure that scales quality. Drive operational efficiency and scalability through process optimization, automation, and proactive resource planning. AI Adoption & Modernization Actively adopt and champion AI tools and automation as a core part of how the team operates – not as a pilot, but as standard practice. Identify opportunities where AI, automation, or smarter workflows can expand your team’s delivery capacity without necessarily expanding headcount. Leverage AI‑powered tools and support data to drive decisions, build more efficient workflows, and maintain a high bar for team performance and customer outcomes. Reduce friction in every form through thoughtful process design, better tooling, and a focus on eliminating unnecessary effort for both customers and team members. Cross‑Functional Impact & Customer Advocacy Serve as the primary customer escalation point for your team—de‑escalate with confidence, resolve with urgency, and close the loop. Oversee escalated client issues with a focus on rapid resolution and customer satisfaction. Collaborate with cross‑functional teams on initiatives that enhance the quality of our product, processes, and overall customer experience. Build and maintain strong relationships with customers, advocating for their needs internally. Represent the Support function at leadership meetings and cross‑functional projects. Own team processes, workflows, and documentation—continuously improving how support operates. About you: 3+ years of management experience with a demonstrated track record of leading teams through meaningful change in a fast‑paced, results‑driven environment. 5+ years of experience in customer support, user operations, or a related customer‑facing SaaS technical support environment, with a proven ability to drive accountability and performance through clear goals and metrics. Active, working familiarity with AI tools and automation in a support or operations context. Experience driving adoption in this area is highly valued. Well‑versed in support metrics and operational reporting (CSAT, first reply time, resolution time, quality scores); comfortable using data to identify and close performance gaps. Ability to learn software products and customer workflows quickly, serving as a knowledge resource for the team. Excellent communication and interpersonal skills with the ability to engage internal and external stakeholders effectively. What's in this for you: Great benefits from day one. We offer medical, dental, vision, FSA, company‑paid life insurance, and more—plus a 401(k) with company match. Grow with us. Enjoy strong training, development, and competitive pay. Work‑life balance. Our flexible PTO policy lets you take time when you need it—no accrual required. #J-18808-Ljbffr Buyers Edge Platform