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Tier 3 Support Associate Manager

Chicago, IL
About SpotOn
 
We’re not just building restaurant tech—we’re giving independent restaurants the tools to compete and win. From our award-winning point-of-sale to AI-powered profit tools, everything we do helps operators boost profit, work smarter, and keep their best people. And every solution is backed by real humans who actually give a sh*t about helping restaurants succeed.
  • Named the #1 Restaurant POS by G2 (Fall 2025), based on ratings from real users
  • Rated the top-rated point-of-sale (POS) for restaurants, bars, retail, and small businesses by Capterra users
  • Awarded Great Places to Work and Built In’s Best Workplaces for multiple years running
We move fast, care hard, and fight for independent restaurant operators to do what they love, and love doing it. If you’re looking to make an impact with heart and hustle, SpotOn is the place for you.

Tier 3 Support Associate Manager

Location: Chicago, IL 

The Tier 3 Support Associate Manager is responsible for leading and managing a team of 10-12 Enterprise Support Specialists to ensure high-quality technical support and exceptional customer service for enterprise clients. This role involves overseeing daily operations, optimizing support processes, coaching team members, and collaborating with cross-functional departments to drive customer satisfaction and operational efficiency. Shifts for this position will be in support of the manager of Tier 3 support, covering non-traditional hours (nights & weekends) and working towards 24/7 coverage. 

Key Responsibilities:

Team Leadership & Management:

  • Supervise, mentor, and develop a team of 10-12 Enterprise Support Specialists, fostering a high-performance culture.
  • Conduct regular 1:1 meetings, performance evaluations, and career development plans for team members.
  • Monitor team performance metrics (e.g., resolution time, customer satisfaction scores) and implement improvements.
  • Ensure appropriate staffing coverage and shift scheduling to meet service level agreements (SLAs).
  •     Manage staffing levels and adherence to SLA’s for the Tier 3 Support Talkdesk Queue

Operational Efficiency & Process Improvement:

  • Oversee support ticket workflows, escalations, and case management to ensure timely issue resolution.
  • Identify opportunities to enhance support processes, automation, and knowledge base resources.
  • Collaborate with engineering, and product teams to provide feedback on recurring customer issues and drive product improvements.
  • Implement best practices for incident management, root cause analysis, and problem resolution.

Customer Experience & Relationship Management:

  • Ensure high levels of customer satisfaction by providing proactive and effective support solutions.
  • Act as a point of escalation for complex customer issues and manage critical incidents.
  • Establish strong relationships with enterprise clients, understanding their needs and aligning support strategies accordingly.
  • Work with client services teams to drive customer retention and engagement.

Reporting & Analytics:

  • Analyze support data and generate reports on key performance indicators (KPIs), trends, and team productivity.
  • Provide insights to senior management on customer pain points, team effectiveness, and improvement areas.
  • Track and manage SLA adherence and customer support satisfaction ratings.

Qualifications & Skills:

  • Education: Bachelor’s degree in Information Technology, Business Administration, or a related field preferred (or equivalent work experience).
  • Experience: 5+ years in technical support, customer support, or enterprise support, with at least 2 years in a leadership or managerial role.
  • Strong understanding of customer support environments, and ticketing systems (e.g., Salesforce, ServiceNow, Zendesk).
  • Excellent problem-solving skills, critical thinking, and ability to manage high-pressure situations.
  • Effective communication and interpersonal skills for both technical and non-technical stakeholders.
  • Experience with support metrics, KPIs, and process optimization.
  • Availability on nights and weekends 
  • Familiarity with POS systems, supplemental hardware, network infrastructure, and service industry workflows are a plus.

 

Benefits:  

At SpotOn, we put people above everything else. We’re known for our innovative software and technology solutions, but we stand out because of the hard-working humans behind the tech. We can’t take care of our clients without taking care of our employees first, and that’s why we invest in you with a competitive benefits package which includes:

  • Medical, Dental and Vision Insurance 
  • 401k with company match
  • RSUs
  • Paid vacation, 10 company holidays, sick time, and volunteer time off
  • Employee Resource Groups to build community and inclusion at work
  • Monthly cell phone and internet stipend
  • Tuition reimbursement for up to $2,000 per calendar year to assist with your professional development

The base salary range listed will vary depending on location and experience.

Base salary range: $70,000-90,000

 

How to Apply -

If you are passionate about providing exceptional support to top-tier clients and thrive in a dynamic environment, we want to hear from you! Please submit your resume and a cover letter explaining why you are the perfect fit for this role.

 

The base salary range listed will vary depending on location and experience.

Base salary range

$70,000 - $90,000 USD

SpotOn is an equal employment opportunity employer. Qualified candidates are considered for employment without regard to race, religion, gender, gender identity, sexual orientation, national origin, age, military or veteran status, disability, or any other characteristic protected by applicable law.

SpotOn is an e-verify company.

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