Director of Customer Success and Support

Director of Customer Success and Support

Owner is the all-in-one platform that restaurants use to succeed online.

Thousands of restaurant owners use our tools to build their website, drive online orders, create their own branded app, manage their customer relationships, and set up marketing automations.

You can think of it as Shopify meets HubSpot, but specifically for restaurants.

Learn more about the problems we are solving for our customers here .

We’re starting by helping independent restaurants succeed online.

But it’s not just restaurants that need our help. All local service-based businesses are struggling with these same problems.

Huge technology corporations are taking their customers, bleeding their profits, and making it hard for them to survive.

So, once we nail the solution for restaurants we’ll scale it into every other local business type.

In the future we envision, we’ll build the technology that tens of millions of local business owners need to succeed in the digital age.

Our team grew from 40 people to 90 people in 2023. We’ve got top talent from the most successful companies in SMB software like Shopify, HubSpot, DoorDash, ProCore, and ServiceTitan.

We’re scaling even faster in 2024 to keep pace with our customer growth.

In just over 3 years we've generated tens of millions in revenue, served millions of guests, and have processed hundreds of millions of orders.

More importantly, we’ve helped thousands of restaurant owners save their businesses - and not only survive, but thrive.

Why we’re looking for you

We’re looking for someone to lead the post-launch customer journey and business this includes Support for our customers and their guests as well as our Customer Success function.

We strive to run these teams in highly empathetic and systematic ways. We’re looking for someone to help us gently and shrewdly usher in this next era of AI into the way we engage with customers.

This position is 100% remote and can be based anywhere in the United States, Canada, Mexico or Colombia.

The impact you will have

• Help our customers - independent restaurants - achieve success, grow their online sales, and enhance their respective neighborhoods and communities.
• Maximize customer logo and revenue retention
• Decrease the cost of achieving both of those objectives
• Materially impact the trajectory and enterprise value of the business
• Increase the emotional affinity our customers have for our product, services, and brand

Who you’ll work with

• This role reports to our Chief Revenue Officer, Kyle Norton
• You’ll partner cross-functionally with members of our revenue, business operations, product team and other teams.
• Experienced manager - you’ve hired dozens of people in your career and have built multiple high-performing teams
• Director+ level experience at a software or technology company, with experience managing managers
• Strong systems thinker - you have a modern approach to scaling a CX function besides purely through growing headcount
• Keen understanding of how to evaluate new tools / technologies and how to implement
• Enthusiasm for the customer experience arena
• Restaurant industry experience is a huge plus!

Pay and benefits

• The estimated base salary range for this role is $175K - $225K, plus a generous equity pre-IPO equity package
• Other benefits include comprehensive health coverage, work from anywhere (100% remote workplace), unlimited PTO - plus extra fun perks!

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