Customer Success and Operations Manager

About Us:

We are a fast-growing operational platform provider serving restaurants and hospitality businesses. We design, deploy, and support integrated POS and payment systems that help operators streamline service, payments, reporting, and customer engagement.

We are a small, entrepreneurial team moving quickly — and we’re looking for someone who can bring structure, process, and operational excellence as we scale.

The Role:

We are hiring an Operations & Customer Success Manager to take ownership of implementation, customer support, and operational process development – a Builder/Operator type of person.

This is a hands-on leadership role for someone who thrives in fast-paced environments and enjoys building systems from the ground up.

You will:

• Design and implement operational processes
• Manage restaurant installations end-to-end
• Build and oversee customer support systems
• Create structure and accountability across operations
• Eventually lead a small customer support team

You will be a core member of the leadership team and instrumental in helping us scale.

Key Responsibilities:

1. Operational Structure & Process Development

• Develop and document Standard Operating Procedures (SOPs)
• Establish implementation playbooks for POS installations
• Create onboarding workflows for new customers
• Implement KPIs and service-level standards
• Bring discipline and structure to daily operations

2. Implementation & Install Management

• Coordinate and manage end-to-end POS deployments
• Oversee hardware procurement, staging, configuration, and testing
• Coordinate onsite and/or remote installations
• Act as primary point of contact for customers during implementation
• Ensure projects are delivered on time and within scope

3. Customer Support & Help Desk

• Select, implement, and manage a help desk/ticketing system
• Establish response time and resolution standards
• Develop knowledge base and troubleshooting documentation
• Manage escalations and high-priority support issues
• Ensure high levels of B2B customer satisfaction

4. Vendor & Partner Coordination

• Manage relationships with hardware vendors, payment providers, and third-party integrations
• Coordinate supply chain and logistics
• Monitor vendor performance and service levels

5. Team Leadership (Future)

• Recruit, train, and manage customer support representatives
• Implement performance standards and reporting
• Foster a proactive, solution-oriented support culture

What Success Looks Like (First 12 Months)

• Clear, documented SOPs exist for installs and support
• Help desk system is implemented and operational
• Install timelines are predictable and repeatable
• Customer satisfaction improves measurably
• Team operates with clarity instead of chaos
• Leadership has visibility into operational metrics

Ideal Candidate Profile:

We’re looking for a builder , not just a manager.

You likely have:

• 5+ years in operations, implementation, or customer success (B2B preferred)
• Experience managing technical deployments (POS, SaaS, hardware, IT systems)
• Experience implementing help desk or CRM systems
• Strong process orientation and documentation skills
• Ability to manage multiple installs simultaneously
• Excellent communication skills with business owners
• Comfort working in a small, fast-moving company

Bonus:

• Restaurant or hospitality technology experience
• Experience with POS systems
• Experience in early-stage companies
• Basic technical troubleshooting skills (networks, hardware, payments)

Personality Fit:

You:

• Bring calm to chaos
• Create clarity and accountability
• Take ownership without waiting for permission
• Balance structure with pragmatism
• Are comfortable being both strategic and hands-on
• Ability to assess business critical priority levels

Why This Role Is Exciting:

• You will shape the operational backbone of the company
• Direct impact on customer experience and growth
• Opportunity to build and lead a team
• High ownership and visibility
• Ground-floor scaling opportunity