Team Lead, Customer Support, In-Store

<div class="content-intro"><p><img style="display: none; max-width: 100%;" src="https://click.appcast.io/greenhouse-te8/a31.png?ent=34&amp;e=22630&amp;t=1701374353806" width="1px"> <img style="display: none; max-width: 100%;" src="https://track.jobadx.com/v1/i.gif?utm_pixel=224e990b-8ff4-4287-8d5d-2ff09647f181&amp;utm_ptz=EST&amp;utm_rqt=track" alt="" width="1"></p></div><h2><strong>About the Team</strong></h2> <p>The Customer Support Team at SevenRooms partners directly with hospitality operators around the world to deliver best-in-class customer support. Whether it's troubleshooting an issue, explaining how a feature works, or helping clients get the most out of our platform, we’re here to ensure they succeed.</p> <p><strong>Shifts:
</strong> Full-Time</p> <h2><strong>About the Role</strong></h2> <p>The Team Lead, Customer Support leads our APAC support team, ensuring hospitality operators receive fast, effective, and empathetic assistance. This role oversees day-to-day team operations, supports the growth and development of our support representatives, and helps maintain the high standard of service our customers rely on.</p> <h2><strong>You’re excited about this opportunity because you will…</strong></h2> <p>Act as a Player-Coach. Step in to directly support customers when needed while ensuring the support team has the knowledge and resources to successfully resolve issues.Support the Team. Guide and support a team of customer support representatives, fostering a positive, collaborative, and high-performing environment.Coach for Performance. Monitor key metrics, provide regular feedback, and deliver coaching to help team members grow and succeed.Drive Team Productivity. Enhance efficiency and quality by maintaining documentation, conducting quality reviews, analyzing customer satisfaction trends, and creating impactful training.Collaborate Across Teams. Partner with Customer Success, Product, and other teams to share insights and improve the overall customer experience.</p> <h2><strong>We’re excited about you because…</strong></h2> <ul> <li>You have 3+ years of Technical Customer Support Experience, with SaaS experience as a plus</li> <li>You know how to inspire, coach, and develop a high-performing remote team</li> <li>You care deeply about delivering an outstanding customer experience every time</li> <li>You’re a clear and confident communicator, both in writing and in person</li> <li>You’re a strong problem solver who can handle complex and escalated issues with ease</li> <li>You’re comfortable using support tools and systems like CRMs, help desk platforms, and analytics dashboards</li> </ul><div class="content-conclusion"><h1><strong>About DoorDash</strong></h1> <p>At DoorDash, our mission to empower local economies shapes how our team members move quickly, learn, and reiterate in order to make impactful decisions that display empathy for our range of users—from Dashers to merchant partners to consumers. We are a technology and logistics company that started by enabling door-to-door delivery, and we are looking for team members who can help us go from a company that is known as the place you order food to a company that people turn to for any and all goods.<br><br>DoorDash is growing rapidly and changing constantly, which gives our team members the opportunity to share their unique perspectives, solve new challenges, and own their careers. We're committed to supporting employees’ happiness, healthiness, and overall well-being by providing comprehensive benefits and perks.</p> <h1><strong>Our Commitment to Diversity and Inclusion</strong></h1> <p><span style="font-weight: 400;">We’re committed to growing and empowering a more inclusive community within our company, industry, and cities. That’s why we hire and cultivate diverse teams of people from all backgrounds, experiences, and perspectives. We believe that true innovation happens when everyone has room at the table and the tools, resources, and opportunity to excel.&nbsp;</span></p> <p><span style="font-weight: 400;">If you need any accommodations, please inform your recruiting contact upon initial connection.</span></p> <p><em>Beware of recruitment scams: DoorDash, Deliveroo, and Wolt will never ask you to pay money or share sensitive financial information during hiring — learn more about our legitimate recruiting process at <span class="_80om1qgj _1e0c1nu9" data-testid="smart-link-draggable-inline"><span class="loader-wrapper"><span class="hover-card-trigger-wrapper" data-testid="hover-card-trigger-wrapper"><a class="_1yt4x7n9 _2rko1ssi _v56415x0 _1e0c1nu9 _16d9qvcn _syaz13af _1rkwglyw _4cvx1w55 _19itia51 _bfhkhp5a _1a3b18uv _4fprglyw _5goinqa1 _9oik18uv _1bnxglyw _jf4cnqa1 _1nrm18uv _c2waglyw _1iohnqa1 _uizt1kdv _nt751r31 _49pcglyw _1hvw1o36 _1372tlke _7ehiw5lj _1j5pglyw _1di615s3" href="https://careersatdoordash.com/recruitment-scam-awareness" data-testid="inline-card-resolved-view"><span class="_19itglyw _vchhusvi _r06hglyw _o5721jtm _1nmz9jpi _16d9qvcn _ca0qv77o _u5f31b66 _n3tdv77o _19bv1b66" data-testid="inline-card-icon-and-title"><span class="_19itglyw _vchhusvi _r06hglyw">Recruitment Scam Awareness - DoorDash</span></span></a></span></span></span> .</em></p></div>