Director of Support

Job description

👋 About Owner.com

Owner is the all-in-one platform that restaurants use to succeed online.

Thousands of restaurant owners use our tools to build their website, drive online orders, create their own branded app, manage their customer relationships, and set up marketing automations.

You can think of it as Shopify meets HubSpot, but specifically for restaurants.

Learn more about the problems we are solving for our customers here.

🌎 Our vision

We’re starting by helping independent restaurants succeed online.

But it’s not just restaurants that need our help. Most local businesses are struggling with these same problems. Huge technology corporations are taking their customers, bleeding their profits, and making it hard for them to survive.

Once we nail the solution for restaurants – we’ll scale it into every other local business type.

In the future we envision, tens of millions of local business owners will use our technology to succeed in the digital age.

🚀 Our traction

In just over 3 years we’ve generated tens of millions in revenue, served millions of guests, and processed hundreds of millions of online orders.

More importantly, we’ve helped thousands of restaurant owners save their businesses - and not  only survive, but thrive.

⭐ Our team

Our team grew from under 100 to nearly 200 talented people in 2024. We’ve got top talent from the most successful companies in SMB software, including: Shopify, HubSpot, DoorDash, ServiceTitan, Rappi, Faire and Stripe.

We’ll be scaling even faster in 2025 to keep pace with our customer growth.

🌆 Where we work

Owner is a remote-first, global company headquartered in San Francisco, with a sales hub in Toronto. For a few of our roles we prioritize in-person collaboration at one of our office locations. Most of our employees are distributed throughout the globe. Please review the role description and discuss with your recruiter for more details on location!

🔍 Why we’re looking for you

As the Director of Customer Support, you will lead and scale a globally distributed, high-performing team that delivers ²⁴⁄₇ omni-channel support to our restaurant partners. With a team of 40+ across the U.S., Canada, and LATAM—including frontline managers, team leads, Tier II specialists, and a QA function—you’ll own the vision and execution for a best-in-class customer support experience. You will be responsible for optimizing team performance, unblocking operational inefficiencies, and building scalable systems that grow with the business. You’ll also serve as the key thought leader representing the voice of our support team and our customers across the company, partnering closely with Product and Engineering to identify trends, influence the roadmap, and ensure our support strategy evolves with our technology. This role is critical to ensuring that every customer interaction—human or AI-powered—meets the standards of excellence our customers expect.

This role is 100% remote and can be based anywhere in the United States or Canada.

💥 The impact you will have

• Set and scale the operational strategy for our global, omni-channel support function to deliver consistent, high-quality experiences around the clock.
• Foster a high-performance culture by developing frontline leaders, optimizing team structure, and aligning KPIs to business goals.
• Act as a strategic partner to Product and Engineering, translating customer pain points into actionable insights that improve our platform.
• Ensure operational resilience by identifying and resolving single points of failure and optimizing the relationship with our AI chatbot BPO partner.

🤝 Who you’ll work with

• VP of Customer Success
• Director of Customer Success Management
• Product and Engineering Leaders
• Marketing Leaders
• RevOps Leaders
• BizOps Leaders

✅ What we’re looking for

• A seasoned customer support leader with experience managing global, multi-tiered teams in a high-growth, tech-enabled environment.
• Proven ability to scale support operations and lead through complexity while maintaining service quality and team morale.
• Deep understanding of support systems and tools (e.g., Salesforce, Talkdesk, AI chatbot platforms), with a strong grasp of performance metrics, SLAs, and QA standards.
• An influential communicator and cross-functional collaborator who can advocate for customer needs and shape the broader company strategy.
• Experience managing vendor or BPO relationships, particularly with chatbot or automation support partners.
• Empathy-driven leadership style with a passion for the restaurant industry and a commitment to delivering value driving support at scale.
• Extremely data driven, with proven track record of influencing product development at previous companies

🏆 Pay and benefits

• The estimated base salary range for this role is $160,000-190,000, plus a generous pre-IPO equity package
• Other benefits include comprehensive health coverage, remote-first workplace, unlimited PTO - plus extra fun perks!

🚩 Notice - Employment Scams

Communication from our team regarding job opportunities will only be made by an Owner employee with an @owner.com email address.

We do not conduct interviews over email or chat platforms, and we will never ask you to provide personal or financial information such as your mailing address, social security number, credit card numbers or banking information.  If you believe you are being contacted by scammer, please mark the communication as “phishing” or “spam” and do not respond.