Support Operations Manager

 Location: Remote
Compensation: $85,000–$95,000 base + KPI bonus eligible after 6 months
Benefits: Medical, Dental, Vision, Life Insurance; 12.5 flex PTO, 2.5 personal days, 5 sick days

Why this role exists

Science On Call supports hundreds of restaurant locations nationwide with 24/7 technology coverage. We are a fast-growing startup that thrives in ambiguity, adapts quickly, and leads with empathy. As we scale, we need a Support Operations Manager who is equal parts empathetic leader, process-driven operator, and hands-on problem solver.

This role is not just about “keeping the lights on.” It’s about being a trusted partner who anticipates issues before they arise, develops people into leaders, keeps the team supported, and ensures customers always feel taken care of.

  🙏 Be Human — empathy, humility, generosity
  🙌 Own Your Limits — be honest, ask for help, trust the team
💡 Seek Solutions — bring solutions, not just problems
🚀 Sustain a Growth Mindset — keep learning, raise the ba

What you’ll do

People Leadership & Performance

  • Manage and coach team leads; run daily standups, weekly huddles, and 1:1s.

  • Lead performance reviews, tough conversations, and development planning.

  • Spot and address overwhelm, burnout, or performance gaps early.

  • Participate in hiring and onboarding; support structured training and career development.

  • Grow leads into stronger people managers while upholding our values.

Operations & Escalations

  • Own daily support operations: SLA adherence, ticket hygiene, escalation handling.

  • Step in hands-on when needed to cover tickets, calls, or urgent escalations.

  • Monitor Slack/Zendesk to ensure nothing falls through.

  • Act as the last escalation point for team or customer issues before VP involvement.

  • Roll out processes with clear communication, adoption, and accountability.

Customer Insights & Continuous Improvement

  • Identify patterns in tickets/escalations; feed insights into Product and CX.

  • Recommend process or product changes to reduce repeat issues.

  • Balance workloads so the team remains focused but not overwhelmed.

Training, Knowledge & Process

  • Work with Training lead on onboarding and ongoing training programs with SMEs 

  • Maintain and improve SOPs, KBAs, and escalation documentation.

  • Partner with Product on new rollouts; ensure readiness and adoption.

Metrics & Reporting

  • Own KPI reporting for CSAT, SLA adherence, Resolution Time, Backlog.

  • Share weekly/monthly insights with leadership, highlighting risks and trends.

  • Drive QA reviews, calibrations, and feedback loops to raise consistency.

What great looks like

  • You’re the connective tissue, keeping operations organized while others focus on technical depth.

  • You zoom out to spot workload, coverage, or morale issues before they escalate.

  • You coach with empathy but set a high bar for accountability.

  • You thrive in ambiguity, bringing order and clarity in a fast-moving startup.

  • You’re a hands-on leader who jumps into tickets or calls when needed.

  • You advocate for customers, surfacing insights that improve products and vendor partnerships.
    You’re tech-curious and eager to learn new restaurant tech systems and automations.

Must-have qualifications

  • 3–5+ years managing high-volume customer support (MSP, SaaS, or restaurant tech preferred).

  • Direct people leadership experience (hiring, reviews, coaching, tough conversations).

  • Strong scheduling and operations management across multiple shifts.

  • Escalation and incident management experience.

  • Tech-savvy, curious, and a fast learner across multiple platforms.

  • Excellent communicator; comfortable on Slack, Zendesk, and executive updates.

  • Proven process rollout and adoption experience.

Nice to have

  • Restaurant technology stack knowledge (Toast, Revel, Brink, NCR, Olo, Paytronix, Meraki/UniFi).

  • Familiarity with AI/automation in support environments.

  • QA program design experience.

>> To apply, email resume & cover letter to jobs@scienceoncall.com

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