Support Manager

What We Do

At Shef, we are building a community-based food platform. We believe in providing the shefs in our community (refugees, immigrants, stay-at-home parents, retirees) the opportunity to make a meaningful income by doing what they love! We also believe that every person should have access to a wholesome, home-cooked meal at an affordable price. Building a community devoted to economic empowerment and cultural inclusivity that's why we started Shef. As one of TechCrunch's "favorite YC startups" backed by prominent Silicon Valley VCs and investors we have a ton of exciting work ahead of us!

We're looking for a Support Manager to lead our outsourced support team. This person will be responsible for ensuring excellent customer experiences by managing day-to-day operations against key support metrics, driving process improvements, and leading strategic initiatives such as automation and workflow optimization. The ideal candidate is both an operator and a builder—someone who can identify opportunities, create a project plan, and execute independently while keeping stakeholders aligned.

Your Responsibilities

• Strategic Planning & Execution : Lead and independently operate our customer support function, defining strategies and metrics that align with Shef's overall business goals.
• Team Leadership & Management : Serve as the main point of contact for our BPO and manage the performance of our outsourced support team, ensuring service levels and quality standards are consistently met.
• Process Innovation : Identify opportunities to improve efficiency, quality, and customer satisfaction, and lead projects to implement solutions (automation, process changes, tooling updates, etc.).
• Operational Excellence : Track, analyze, and report on key support metrics (e.g., response times, CSAT, etc.) to drive accountability and performance improvements.
• Cross-functional Collaboration : Collaborate with cross-functional partners (Product, Engineering, Operations, etc.) to identify customer pain points and deliver solutions that enhance the customer experience.
• Documentation & Training : Own documentation, training, and knowledge management to ensure consistency across the team.

What you bring to the role

Disclaimers

At Shef, we have a passionate team of all-stars working together everyday to change the way people cook and eat. We're just getting started and couldn't be more excited about the journey ahead. If you're just as excited as us, we'd love to hear from you.

The base pay range for this role is $110,000-$140,000 per year.