Help Desk Supervisor

FULL-TIME

Los Angeles, CA (or Remote, U.S. based only)

Madison Square Garden, LA Dodgers, NY Yankees, Live Nation, and many more…the biggest names in entertainment are our customers. We power the tech behind every t-shirt, hotdog and drink sold at these venues, and at a global list of other clients that you just wouldn’t believe. We’re looking for an exceptional Help Desk Supervisor to lead a team of driven Help Desk Analysts to provide effective and timely support within our growing Client Services organization. We’re looking for someone who puts an emphasis on customer service and is ready to lead their team while supporting a large platform and high profile clients.

Responsibilities:

• Manage a team of Help Desk Analysts to deliver efficient premium support to all client end users and support staff
• Utilize a methodical approach to prioritizing unique challenges
• Conduct regular team meetings and individual syncs
• Provide team scheduling input and shift management
• Provide regular feedback to team members and management
• Ensure that team members are accountable for their daily tasks and metrics
• Manage escalations via phone, email and chat. Due to the nature of the industry these requests can be during the evening
• Collaborate with team members across the company
• Track completion of specific projects within the realm of Help Desk Support
• Identify, document, and escalate issues that are deemed to be top priority

Requirements

• 2+ years in direct IT/SaaS customer support/success with experience in a supervisory role
• Team-oriented with a coaching management style
• Ability to provide positive and constructive feedback to team members
• Metrics & KPI focused, process-oriented and obsessively organized
• Ability to work in a very fast-paced, constantly evolving, team environment
• Impeccable writing skills, with a focus on modifying your tone based on the context
• Ability to work across teams to get customer issues resolved - experience working closely with software engineers on bugs or product managers on new features.
• Previous POS or Payments experience strongly preferred
• Previous experience with Zendesk or other Support platforms is a must
• Bachelor’s degree in Information Technology, or equivalent experience
• High level of general technical aptitude
• Ability to work from our Atlanta, GA or Los Angeles, CA offices and proven ability to work remotely, as needed

Benefits

Appetize is the leading Enterprise Cloud Point of Sale (POS) and management platform for food service and retail. We're trusted by many of the world’s most well known and highest volume businesses, including sports and entertainment venues, theme parks and attractions, restaurants, retailers, education campuses, and business cafeterias. Based in Silicon Beach, CA, we have over 300 employees dedicated to developing cutting-edge technology that’s replacing outdated legacy systems and helping enterprises better their guest experience, future-proof operations, and driving financial performance.

At Appetize our employees are at the core of everything we do. As the company continues to grow, our team is dedicated to attracting and retaining top talent who are smart, mission-driven, and share a common goal of continuous innovation. We believe that the success of our product depends on the success of our team. From fully covered medical benefits, monthly standups highlighting individuals' accomplishments, Waffle Wednesdays, and more, we’re dedicated to making this the best place to work!