Description

Who We Are: We are a dynamic and innovative company dedicated to transforming the food service industry through cutting-edge technology, strategic purchasing power, and meaningful partnerships. Our mission is to empower all stakeholders in the food service ecosystem—including operators, distributors, and manufacturers—by enhancing efficiency and providing unparalleled visibility. With a diverse portfolio of over a dozen brands, we aim to reduce costs, streamline the food service supply chain, and transition the industry from manual processes to automated solutions.

As one of the largest players in the food service sector, we proudly support over 200,000 operator locations across North America, managing an impressive $50 billion in aggregated spend volume. Our commitment to excellence is reflected in four key areas: Digital Procurement Network, Fresh Solutions, Supply Chain Management, and Software. We are not just a service provider; we are a strategic partner dedicated to fostering a more efficient, connected, and automated future for the food service industry.

This position is hybrid, based out of our Waltham, MA office, with anticipated travel 1-2 times per year. Please note that we are unable to offer work sponsorship for this role.

Company Culture and Environment
We are dedicated to fostering a diverse and inclusive environment and are proud to be an equal opportunity employer.

Career Growth and Development Opportunities
We are committed to your success through thorough training and development programs, ensuring you have the opportunity to grow within the company.

Detailed Benefits and Perks

• Comprehensive benefits package including medical, dental, and vision coverage
  
• Ancillary plans such as flexible spending accounts for health and dependent care, critical illness, accident, and voluntary life insurance
  
• Company-paid life insurance
  
• 401(k) plan with company matching
  
• Personal Responsibility Paid Time Off policy, allowing you to take time off without the need to accrue it
  
• Half-day Summer Fridays to kick off your weekends early!

Compensation and Benefits
Competitive salary based on experience, along with a comprehensive benefits package outlined above.

Why you should apply for this position today
Join us in making a difference in the food service industry while being part of a team that values collaboration, innovation, and customer satisfaction.

Skills

• 2+ years of experience managing a customer support or service team
  
• Previous experience in hospitality or technology is a plus
  
• Excellent communication and interpersonal skills
  
• Strong leadership and team management capabilities
  
• Analytical mindset to interpret data and identify trends
  
• Familiarity with relevant customer service metrics and KPIs
  
• Ability to prioritize tasks and manage multiple demands effectively
  
• A customer service orientation with a strong sense of empathy
  
• Proficiency with CRM systems such as Salesforce and support ticketing tools

Responsibilities

• Recruit, train, and nurture customer support specialists to build a high-performing team
  
• Assign tasks and oversee daily operations of the customer support team
  
• Inspire and coach the team to meet and exceed customer service goals
  
• Conduct regular one-on-one meetings and team gatherings to cultivate a positive and high-performance culture
  
• Monitor customer support ticket queues to ensure timely issue resolution
  
• Track key performance indicators (KPIs) related to customer satisfaction, response times, and resolution rates
  
• Escalate complex customer issues to the appropriate departments for resolution
  
• Maintain and enhance internal documentation, ensuring it is current, clear, and easily accessible for the support team
  
• Identify knowledge gaps and implement effective training initiatives to address them
  
• Collaborate with product and other departments to ensure documentation is aligned and comprehensive.

Qualifications

• 2+ years of experience managing a customer support or service team
  
• Previous experience in hospitality or technology is a plus
  
• Excellent communication and interpersonal skills
  
• Strong leadership and team management capabilities
  
• Analytical mindset to interpret data and identify trends
  
• Familiarity with relevant customer service metrics and KPIs
  
• Ability to prioritize tasks and manage multiple demands effectively
  
• A customer service orientation with a strong sense of empathy
  
• Proficiency with CRM systems such as Salesforce and support ticketing tools

Education Requirements

• Bachelor’s degree in a relevant field preferred.

Education Requirements Credential Category

• Business Administration, Communications, or related field.

Experience Requirements

• At least 2 years of experience in customer support management or service team management.

Why work in Waltham, MA
Waltham is known for its vibrant community, rich history, and proximity to Boston. The city offers a mix of urban and suburban lifestyles with excellent schools, parks, and recreational activities. With a strong job market and a variety of cultural amenities, Waltham is an ideal place to work and live.