VP, Support & Implementation

7shifts is an all-in-one team management software platform designed for the restaurant industry. We’re used by 1 in 15 restaurant workers and over 40,000 restaurants across North America. Our mission is to simplify Team Management and improve performance for restaurants, with a long-term vision of reimagining hiring for hospitality through our network of restaurants and hospitality professionals.

As the Vice President, Support & Implementation at 7shifts, you’ll guide and empower our support and implementation leaders in their pursuit to help customers unlock the value of 7shifts, learn more about the product, and advocate for improvements. Reporting directly into the COO, you’ll play a crucial role in boosting customer retention and satisfaction through ongoing 7shifts product support.

We’re building an inclusive work environment that is representative of the diverse industry we have the pleasure of serving and encourage candidates from all backgrounds to apply. 

What you’ll do:

• Iterate on and own a holistic team vision, strategy, and goals that align with our core value of making every experience an 11
• Evolve our support & implementation processes alongside our Director of Support to maximize impact and efficiency
• Ensure customers implement and adopt 7shifts, meeting their expectations of value from their demo and sales experience
• Increase business growth through improved support experiences that unlock more value for customers
• Work closely with cross-functional teams to complement and support company goals

What you bring:

• 8+ years of experience in support and/or implementation
• A track record of driving high performance as a people leader (ideally 3+ years at a senior leadership level)
• Customer centric background - you understand and have built customer onboarding and support models designed  to deliver exceptional customer experiences
• SaaS or subscription based model experience - building and executing on business metrics within a support context is second nature to you
• Tech savviness and a process-driven mindset - you’re excited by leveraging technology to improve internal / external processes (i.e. Zendesk, Ada, Playvox etc)
• A strong bias towards action - you are a self-starter, passionate about taking on challenges, and thrive in a fast paced environment

It’d be even cooler if you had:

• Knowledge of restaurant operations