Job Description

Job ID: 3196675
SevenRooms Ltd
London, United Kingdom
The Team & Role



We are looking for a dynamic and experienced Manager, Customer Support to lead our dedicated customer support team in North America. You will be responsible for overseeing daily operations, managing a team of support representatives, and ensuring that our customers receive timely, effective, and empathetic support. This role will report directly to our Director of Customer Support.



The SevenRooms CS Team is the heartbeat of our customers. We are a diverse, global team working to help our customers meet their business goals through creative problem-solving, data and deep product knowledge, always with a customer centric approach. Our team is a group of empathetic relationship builders, curious minds, doers, thinkers, strategizers, and friendly humans. The passion we have for the SevenRooms mission makes it easy to be obsessed with our customers.



What You'll Do


Lead, mentor, and manage a team of customer support representatives, fostering a positive and collaborative team environment. Develop and implement processes and procedures to improve the efficiency and effectiveness of the customer support team. Monitor and evaluate team performance through key metrics, providing regular feedback and coaching to support representatives. Demonstrate product expertise as the regional Subject Matter Expert, by handling complex or escalated customer issues, partnering with the product and engineering org, and ensuring resolution Partner cross-functionally with other departments, including Customer Success and Product, to ensure customer feedback is communicated and addressed. Generate and analyze Support data to identify trends, areas for improvement, and opportunities for enhancing the customer experience. Contribute to the development and execution of the customer support strategy, aligning it with overall company goals and objectives.
Who You Are


Minimum of 3 years of experience in customer support leadership, experience in SaaS a plus. Proven ability to lead, motivate, and develop a high-performing remote team. Strong commitment to delivering excellent customer service and enhancing the customer experience. Excellent verbal and written communication skills, with the ability to interact effectively with customers, team members, and other stakeholders. Strong analytical and problem-solving skills, with the ability to handle complex and escalated customer issues. Familiarity with customer support software and tools, such as CRM systems, help desk software, and analytics tools.
What We Offer


A fresh start with a flexible and independent working schedule: SevenRooms provides all employees with their first two (2) weeks of employment as paid time off to relax and recharge before starting their journey with us. You'll also have access to unlimited paid time off, including tenure-based PTO minimums, paid parental leave, and the option to work anywhere at any time. Fair and equitable compensation: Our compensation packages are competitive based on external market data. At SevenRooms, you can expect fair pay for your hard work and dedication to helping us transform the hospitality industry. In addition, we also offer equity in our growing organization. Comprehensive benefits package: We offer a full slate of benefits for our employees and their families: comprehensive medical, dental, and vision benefits, commuter benefits, gym reimbursement, 401K plan, and unique wellness offerings that include One Medical, Spring Health, Carrot, and Headspace. Employee programs and recognition: Through our Roomie's Choice program, all employees at SevenRooms receive a monthly stipend to spend however they see fit. You'll receive an additional quarterly dining credit to use towards SevenRooms clients and a unique milestone reward for every year you're a part of our team. Opportunities for training and professional development: Your manager will partner with you on establishing quarterly objectives that not only benefit the company but aid in your overall career development and advancement. SevenRooms also provides financial support for continuing education, certifications, or participation in external training programs.
About SevenRooms



In 2011, Joel Montaniel, Allison Page, and Kinesh Patel founded SevenRooms after noticing that hospitality operators were missing a critical ingredient in the systems they were using to run their business: guest data. What began as a mission to help restaurants better understand and serve their guests evolved into a powerful platform used by merchants around the world.



With best-in-class tools for marketing, operations, and guest experience -- all deeply integrated with its industry-leading CRM -- SevenRooms empowers operators to drive revenue, streamline operations, and deliver experiences that keep guests coming back.



In 2025, DoorDash acquired SevenRooms to strengthen its in-store strategy and expand its merchant-first offerings. The combination brings together DoorDash's scale, reach, and digital innovation with SevenRooms' in-store capabilities to support hospitality businesses across every channel -- from discovery and delivery to on-premise dining.



As DoorDash builds out its in-store capabilities, SevenRooms plays a central role in enabling merchants to grow their businesses and connect more meaningfully with guests, whether they're ordering online or dining in. This move reflects DoorDash's broader commitment to empowering local businesses, fostering stronger connections between consumers and the places they love, and building technology that meets merchants -- and their customers -- wherever they are.

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