Manager, Customer Service

Our Company

86 Repairs is transforming a huge, overlooked problem in restaurants: getting things fixed. While other parts of the industry have evolved thanks to technology (think: online ordering, point-of-sale), repairs and maintenance (R&M) kept the status quo…

Until we came along.

86 launched an R&M management platform built for the restaurant industry in 2018. Our tech-enabled solution includes on-demand repair management and preventative maintenance. With 86 Repairs, restaurants can access data-driven insights and 24/7 support to control their facilities, reduce their R&M costs, and spend less of their team's time on equipment repairs.

Our Community

86ers are thoughtful, ambitious, and creative folks working together across 20+ states and several time zones. We have restaurant industry veterans and non-industry folks alike. We believe the strength of our team can’t be contained by the four walls of an office, so we’re fully remote. 

We're looking for sharp people who want to contribute new perspectives to our community and help us grow. We value folks who are comfortable with rapid change and are excited to build a company together. We don’t have it all figured out, so we need team members who thrive on new challenges.

Our Commitment

The only way to build a great company is by hiring talented people with diverse backgrounds and rich life experiences. Those experiences contribute to our culture and help us find creative solutions to the tough problems we're solving. Because of this, 86 Repairs is committed to inclusion across race, gender, age, religion, identity, and background in everything we do. 

Historically, women and people of color are hesitant to apply for a role unless they meet every qualification listed in the job description. If you are uncertain if you're a fit, please apply. We'd rather have one more resume to review than miss the chance to meet amazing talent.

Our Customer Service Team

At the heart of our company lies our Customer Service team, the driving force behind an exceptional customer experience. We are a rapidly scaling tech startup, and our team members are the power users of BOH, our cutting-edge software solution tailored to meet the evolving needs of our restaurant clients. From delivering a seamless intake experience to troubleshooting, asset verification, warranty checks, parts ordering, and vendor coordination, our team is dedicated to resolving issues and ensuring customer satisfaction. This role requires precision, the ability to manage complex relationships, and a calm demeanor under pressure. It's not easy, but it’s rewarding—because solving problems for our customers is what we’re all about.

The Role

We’re looking for a talented and passionate leader to join our management team and help guide our best-in-class, 24/7/365 customer service team. In this role, you’ll be responsible for:

• Team Leadership: Managing a portion of our customer service team, focusing on team performance, growth, and development. You'll be a mentor, coach, and strategist, helping your team achieve excellence in customer service and service request management.
• Operational Excellence: Ensuring the department is appropriately staffed, adheres to quality and service standards, and contributes to our company’s mission of delivering an outstanding end-to-end customer experience. You’ll overseeing hiring, training, scheduling, and the implementation of business strategies.
• Strategic Growth: Collaborating with the management team to support our rapid scaling, bringing innovative ideas to the table, and driving productivity gains across the board. You’ll play a key role in shaping the future of our customer service operations as we continue to expand.

Qualifications

• 5+ years of experience in customer service, with a focus on delivering exceptional results.
• 3+ years of experience managing large, high-volume teams, with a proven track record of driving productivity and quality.
• 8+ years of diverse work experience (We love candidates with unique backgrounds!).
• Experience in a scaling startup environment is a plus, but not required.

Strong Candidates

• Relationship Builders: You excel at cultivating and growing high-level relationships within your team, creating a collaborative and supportive environment.
• Performance-Driven: You have a proven track record of managing performance, quality, and growth in large teams, ensuring that targets are consistently met.
• Innovative Thinkers: You bring fresh ideas and innovative solutions to the table, always looking for ways to improve and streamline processes.

If you’re ready to take on a challenging and rewarding leadership role in a fast-paced, dynamic environment, we want to hear from you! Join us and help us continue to deliver exceptional service to our customers while growing with a company that values innovation, collaboration, and customer satisfaction.

We do not require

• A college degree or high GPA
• Tools: we’ll provide you with your computer, monitor, and everything you need
• Startup or tech experience (an aptitude for fast-paced, tech work is enough)
• Commutes: we’re fully remote; travel is dependent on your role.

Compensation & Benefits

• Salary Range aligned with market
• Our range fluctuates based on experience; extra points if you have worked with a partner or customer of ours, or in facilities management.
• Health, dental, vision, disability, and life insurance plans (with generous company contributions)
• Flex spending account for medical expenses and childcare
• 401(k) plan with 3% matching
• Unlimited PTO with generous bereavement and sick policies
• “Check Please” dining benefit: the company pays for you to eat at our customers’ restaurants once a quarter (up to $400 per year!)
• Paid family leave for those starting a family, regardless of gender
• Equity in the company for every role

Interview Process  

We ask every candidate to go through the same interview process to ensure we are equally evaluating folks. That process typically includes:

• Phone Chat: 30-minutes 
• Zoom Video Meeting: 45-minutes
• Peer Panel(s): 45-minutes 
• Case Study: 45-60 minutes

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Last updated on Aug 9, 2024