Teams at TouchBistro

Manage at-risk customer accounts to improve retention by providing outbound and inbound support (phone, email, chat), handling escalations with stakeholders, cross-selling value-added services, and proactively identifying customer experience improvements to increase active customer engagement and reduce churn.

Responsible for designing scalable systems across Customer Success operations, leveraging data and AI to enhance decision-making and operational effectiveness. Leads cross-functional initiatives to improve workflows, technology integration, and proactive service delivery.

The Senior Manager, Product Support will oversee customer support and WFM operations, ensuring SLAs are met, enhancing customer experience, and driving team performance through coaching and QA programs.