• Manage complex incidents from triage to resolution, coordinate cross-functional resources, conduct post-incident reviews, and communicate promptly with stakeholders. • Analyze logs, traces, metrics, and data queries to diagnose issues across backend services, integrations, payment rails, and custody systems. • Collaborate with Engineering, DevOps, and Product teams to prioritize fixes, develop mitigation plans, and track progress to resolution. • Develop and maintain technical runbooks, troubleshooting guides, and customer-facing incident updates. • Define effective alerts, adjust thresholds, and reduce noise to improve incident detection and response times. • Participate in release reviews, validate deployments in staging and production, and conduct targeted checks post-release to detect regressions early. • Lead initiatives to eliminate recurring incidents, automate investigations, and enhance observability and telemetry across the stack. • Deliver clear, timely, and professional updates to customers and stakeholders throughout incident lifecycles, ensuring expectations are managed and outcomes documented.

Role Description The Team Lead, Customer Support leads our UK-based support team, ensuring hospitality operators receive fast, effective, and empathetic assistance. This role oversees day-to-day team operations, supports the growth and development of our support representatives, and helps maintain the high standard of service our customers rely on. You’re excited about this opportunity because you will… - Act as a Player-Coach. - Step in to directly support customers when needed while ensuring the support team has the knowledge and resources to successfully resolve issues. - Support the Team. - Guide and support a team of customer support representatives, fostering a positive, collaborative, and high-performing environment. - Coach for Performance. - Monitor key metrics, provide regular feedback, and deliver coaching to help team members grow and succeed. - Drive Team Productivity. - Enhance efficiency and quality by maintaining documentation, conducting quality reviews, analyzing customer satisfaction trends, and creating impactful training. - Collaborate Across Teams. - Partner with Customer Success, Product, and other teams to share insights and improve the overall customer experience. Qualifications - You have 3+ years of Technical Customer Support Experience, with SaaS experience as a plus. - You know how to inspire, coach, and develop a high-performing remote team. - You care deeply about delivering an outstanding customer experience every time. - You’re a clear and confident communicator, both in writing and in person. - You’re a strong problem solver who can handle complex and escalated issues with ease. - You’re comfortable using support tools and systems like CRMs, help desk platforms, and analytics dashboards. Company Description In 2011, Joel Montaniel, Allison Page, and Kinesh Patel founded SevenRooms after noticing that hospitality operators were missing a critical ingredient in the systems they were using to run their business: guest data. What began as a mission to help restaurants better understand and serve their guests evolved into a powerful platform used by merchants around the world. - With best-in-class tools for marketing, operations, and guest experience — all deeply integrated with its industry-leading CRM — SevenRooms empowers operators to drive revenue, streamline operations, and deliver experiences that keep guests coming back. - In 2025, DoorDash acquired SevenRooms to strengthen its in-store strategy and expand its merchant-first offerings. - The combination brings together DoorDash’s scale, reach, and digital innovation with SevenRooms’ in-store capabilities to support hospitality businesses across every channel — from discovery and delivery to on-premise dining. - As DoorDash builds out its in-store capabilities, SevenRooms plays a central role in enabling merchants to grow their businesses and connect more meaningfully with guests, whether they’re ordering online or dining in. - This move reflects DoorDash’s broader commitment to empowering local businesses, fostering stronger connections between consumers and the places they love, and building technology that meets merchants — and their customers — wherever they are.

• Deliver exceptional, trilingual (English/Mandarin/Cantonese) remote support for clients. • Ensure seamless onboarding, resolve inquiries with speed and empathy. • Continuously improve client experiences through collaboration and problem-solving. • Leverage digital tools (Zendesk, Aircall, Slack) to provide efficient, accurate, and personalized support. • Troubleshoot issues, guide clients through platforms, and advocate for their needs. • Follow up with clients for feedback and submissions of documents. • Resolve customer inquiries via email, live chat, and phone focused on speed and clarity. • Work closely with Sales, Compliance, Corporate Secretary, Accounting and Tech teams. • Identify recurring customer pain points and suggest improvements to workflows.

• Assist student loan borrowers with account inquiries, repayment options, and application processes • Handle inbound and outbound calls in a fast-paced, high-volume contact center environment • Provide accurate, professional, and empathetic customer support • Ensure compliance with federal regulations, company policies, and data security standards • Meet key performance indicators and quality assurance standards