We are seeking a highly motivated and experienced Team Manager to lead our support operations, a fast-paced and customer-centric SaaS platform in the restaurant technology space. This role requires a strong leader with a proven track record in client management, data analysis, team leadership, and performance optimization. The ideal candidate thrives in a dynamic environment and can balance day-to-day team oversight with strategic initiatives aimed at driving service excellence. Key Responsibilities - Lead a team of support agents handling inbound calls and ticket-based customer inquiries. - Serve as the primary point of contact for client communications, ensuring alignment on goals, KPIs, and operational updates. - Monitor and analyze team performance metrics, including CSAT, SLA adherence, AHT, FCR, backlog, attendance, and more. - Drive daily performance management, including coaching, mentoring, quality assurance, and development planning. - Conduct regular team meetings, 1:1s, and performance reviews, fostering a culture of accountability and continuous improvement. - Partner with internal stakeholders (QA, WFM, Training) to ensure delivery excellence and compliance with standards. - Proactively identify and implement process improvements to optimize workflows and reduce handling time. - Manage operational escalations with urgency, professionalism, and root cause follow-through. - Support workforce planning including scheduling, forecasting, and capacity management. - Conduct client WBRs/MBRs/QBRs Qualifications - 2–5 years of experience as a Team Leader, Supervisor, or Manager in a BPO or call center environment. - Experience in multichannel support (ticketing systems + voice). - Strong understanding of client relationship management and experience in a client-facing role. - Proven ability to interpret and act on data using tools such as Excel, dashboards, BI tools, or workforce platforms. - Excellent written and verbal communication in English - Proficiency with tools like Zendesk, Salesforce, Google Workspace, Excel, and/or reporting dashboards. (is a plus) - Experience supporting a SaaS product or food tech/restaurant technology platform is highly desirable. (Preferred) - Strong leadership presence with the ability to influence, coach, and inspire high performance. Benefits & Perks Indefinite Contract Great Job Environment Career growth