Manger of Customer Support

Who are we?

Buyers Edge Platform stands at the forefront of revolutionizing the food service industry through technology, purchasing power and partnerships. We are dedicated to empowering stakeholders across the entire food service ecosystem (operators, distributors, manufacturers) with efficiency and unprecedented visibility. With a diverse portfolio of over a dozen brands, our mission is clear: to reduce costs, streamline the foodservice supply chain, and propel the industry from manual to automated.  

Today, we are one of the largest players in food service, with over 200K operator locations across North America and over $50 billion of aggregated spend volume. Our commitment to food service excellence is proven in four distinct areas of value: Digital Procurement Network, Fresh Solutions, Supply Chain Management, and Software. Buyers Edge Platform is not just a provider – we are a strategic partner on the journey towards a more efficient, connected, and automated future for the foodservice industry.

This position is hybrid based out of our Waltham, MA office with anticipated travel 1-2 times per year. We are unable to offer work sponsorship for this role. 

The Manager of Customer Support oversees a team of 10 remote Customer Service Specialists, ensuring they effectively handle customer inquiries, complaints, and issues, aiming to maintain high customer satisfaction by providing timely and accurate assistance while also developing strategies to improve the overall customer support process and operations within the Customer Experience Department.

Your impact:

• Hire, train and develop customer support specialists
• Assign tasks and manage daily operations of the customer support team
• Motivate and coach the team to achieve customer service goals
• Conduct regular one-on-ones and team meetings to foster a positive, high-performance culture
• Monitoring customer support ticket queues, ensuring timely resolution of issues
• Tracking KPUs related to customer satisfaction, response time and resolution rates
• Escalate complex customer issues to the appropriate departments
• Maintain and improve on internal documentation, ensuring it is up to date, clear and easily accessible for the support team.
• Identify knowledge gaps and ensure training initiatives address them effectively
• Collaborate with product and other departments to ensure documentation is aligned

About you:

• 4+ years managing a customer support or service team
• Previously Hospitality or technology experience is a plus
• Excellent communication and interpersonal skills
• Strong leadership and team management abilities
• Analytical skills to interpret data and identify trends
• Knowledge of relevant customer service metrics and KPIs
• Ability to prioritize tasks and manage multiple demands
• Customer service orientation and empathy
• Proficiency with CRM such as Salesforce and support ticketing tool

What's in this for you?

Amazing coverage to start. Medical, dental, and vision coverages are just the beginning! We also offer ancillary plans, such as flexible spending accounts for both health and dependent care, critical illness, accident, and voluntary life as well as company paid life! On top of this, we also offer a 401(k) plan with company match.

Invest in your success. We will provide you with a thorough training and development program; and offer competitive compensation.

Live well = Work well. Relax with our Personal Responsibility Paid Time Off policy where you don’t have to accrue time off in order to take it! We also offer half-day Summer Fridays!

We welcome all.

We are committed to creating a diverse environment and are proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to actual or perceived race, color, creed, religion, national origin, ancestry, citizenship status, age, sex or gender (including pregnancy, childbirth and pregnancy-related conditions), gender identity or expression (including transgender status), sexual orientation, marital status, military service and veteran status, physical or mental disability, genetic information, or any other characteristic protected by applicable federal, state or local laws and ordinances.