Support Manager (Partner Order Support)

Join the LevelUp Team and work alongside other talented, driven individuals to help build the next generation of mobile payments. LevelUp powers the mobile payment, ordering and loyalty apps for leading restaurant brands to help them engage their customers and drive sales. 

LevelUp is used by more than 4MM customers paying at over 100,000 locations nationwide. Backed by Google Ventures, T-Ventures and Highland Capital, LevelUp powers the mobile experiences for top brands like JPMorgan Chase, Potbelly, Tropical Smoothie Cafe, Equinox, Steak ‘N Shake, Dunn Bros Coffee, Argo Tea & sweetgreen.

Summary

You’re a natural manager with a passion for solving problems, helping people grow, improving process, and reinventing what can’t be evolved any further. You know that the next challenge is the most exciting, and you can make the complex easy to understand. You love that everyone can be a student or a teacher in each moment, and nothing feels better than solving a problem so someone can walk away happier. If you’re the smartest person in the room twice in a row, it means you haven’t been trying hard enough. 

You will manage customer and technical support for a mobile payment app shared with a key partner. You will be responsible for growing a team of L1 agents into a highly specialized Level 2 team, while building a third-party team to take over Level 1 as things continue to grow. You’ll own the partner relationship from a service perspective, and the customer experience along with the partner, as a member of the cross-functional team supporting our biggest partner to date, and within a growing LevelUp Support department, where every day you’ll learn something new and teach someone else something too. You could probably clean up that sentence without me feeling offended.

You’ll do it all in our creative, entrepreneurial Boston office, in collaboration with other amazing people who love the product, the process, and the people as much as you do, fueled by daily lunch, our snack room, a variety of coffee machines, and the realization that everyone else is just as thrilled to be here as you are.

Job Responsibilities

• Lead an in-house Level 1 and Level 2 support team responsible for supporting our platform and functionality with a major partner app, with squads for support in both English and Spanish, including end-user support, escalation from partner teams, merchant outreach, and partner/client support.
• Responsible for the satisfaction of team members, the partner, and our customers, through team education, hiring the best people, process improvement, clever measurement, clear and detailed reporting, and a sprinkle of fairy dust.
• Manage the launch project and vendor for a third-party Level 1 team, with responsibility for the team’s training, metrics and objectives.
• Measure, Monitor, and Manage SLAs and other key metrics, including Time to Answer and First Reply, Customer Satisfaction, Agent Quality, and Resolution Time.
• Maintain your and your team’s mastery of product knowledge, platform functionality, and future roadmap, as they relate to the partner, product, and user base.
• Own your team’s development and knowledge, including individual growth, specialization projects, knowledge base and other documentation, and onboarding and ongoing training.

Qualifications

• 5+ years experience in software support, application management, customer service, or another role that honed great people skills and problem solving1-2 years’ management experience in a relevant field.
• Enthusiasm that is nothing less than inspiring and motivational, with your own individual style of getting there.
• Excellent written and verbal communication skills, to build bridges with both clients and members of the LevelUp team.
• Effortless comfort with mobile apps, payment processing, financial technology, and quick service restaurant industry.
• Pennyworth-class mentorship and guidance to hone the skills of everyone from your peers to your young wards.
• Grayson-level acrobatics when it comes to juggling responsibilities, managing your time, owning and managing projects, and being there for everyone.
• Fox-scale technological acumen: To mentor your team and help solve problems, you should have the chops to learn how to check out our database, read the logs, and troubleshoot.
• Your superpower is that you’re always prepared. Your secret is that if you didn’t already have a plan, you come up with three before anyone else sees the problem.

Bonus Points

• Bilingual in English and Spanish, including experience using both in the workplace and discussing technology.
• Successful experience launching and/or managing an outsourced support team, multi-party support relationships, and managing support for multiple channels and audiences.
• Experience working in a startup environment and/or helping run a restaurant.
• You need to know everything about everything all of the time.
• You love something, and everyone knows it.
• Extensive appreciation for donuts, .GIFs, Halloween costumes, banter, or other shared passions within the team.

Benefits & Perks

• Free lunch every day, either catered by LevelUp merchants or paid with credit on the app
• A never-ending supply of coffee beans to make whatever satiates your pallet (Americano, Latte, Espresso, Regular Cup O Joe, even tea and cocoa)
• Unbelievable Benefits Package including Medical, Dental, Vision, Disability and Life Insurance, fully paid for by LevelUp and 401(k) with company match
• Convenient access to the MBTA via red, green, or orange line (Downtown Crossing, State, and South Station are each about 1-2 blocks away)

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.