About the roleThis role is responsible for managing a core customer-facing technical team and ensuring customers experience a seamless, reliable transition from onboarding through live operations. You will set strategy, establish standards, manage performance, and partner cross-functionally to deliver a best-in-class technical customer experience.
If you are a people leader who understands technical environments, thrives in fast-paced hospitality technology, and knows how to balance operational rigor with customer empathy, we'd love to meet you.
This role is eligible for a base salary + monthly commission structure.
ResponsibilitiesTeam Leadership & Management (40%)
- Directly manage and develop the Deployment Tech - Onboarding and Deployment Tech - Support teams.
- Hire, onboard, coach, schedule and performance-manage team members across both functions.
- Set clear expectations, role clarity, and career paths for technical deployment and support staff.
- Establish coverage models, schedules, and on-call rotations to support launches and live venues.
- Foster a culture of accountability, customer focus, and continuous improvement.
Deployment & Support Operations Ownership (30%)- Own end-to-end technical deployment and support workflows-from pre-launch readiness through post-launch stabilization.
- Ensure consistent deployment standards, technical best practices, and documentation across all customer installs.
- Ensure support cases are triaged, resolved, and escalated efficiently with appropriate SLAs.
- Monitor volume, trends, and root causes across deployments and support tickets to prevent repeat issues.
Cross-Functional Collaboration & Escalation (20%)- Act as the primary escalation point for complex technical and customer-impacting issues.
- Partner closely with Customer Success, Product, Engineering, and Operations to resolve issues and improve customer outcomes.
- Translate customer and frontline feedback into actionable product, tooling, and process improvements.
- Participate in incident reviews and post-mortems, ensuring learnings are documented and applied.
Strategy, Metrics & Continuous Improvement (10%)- Define and track key performance indicators (KPIs) for deployment success, launch readiness, support responsiveness, and system reliability.
- Use data to identify gaps in training, tooling, staffing, and processes.
- Lead initiatives to improve scalability, reduce deployment time, and improve first-time install success rates.
- Ensure internal and external documentation is accurate, current, and consistently used.
Skills & Requirements Leadership & Experience
- 3-5+ years of experience managing technical support, deployment, or field operations teams.
- Demonstrated success leading customer-facing technical teams in SaaS, fintech, POS, or hospitality technology environments.
- Experience scaling processes and teams in a high-growth company.
Technical Acumen- Strong understanding of IP networking (wired and wireless).
- Familiarity with Linux environments, command line utilities, and remote access tools (SSH/SFTP).
- Experience with POS hardware, Android devices, printers, routers, and peripherals.
- Familiarity with mainstream POS systems (Micros, Aloha, Toast, Simphony, etc.) is highly valuable.
- Ability to assess technical environments and guide teams toward appropriate deployment solutions.
Communication & Customer Leadership- Excellent verbal and written communication skills.
- Ability to translate technical complexity into clear guidance for customers and internal stakeholders.
- Strong judgment in high-pressure, customer-impacting situations.
- Highly organized, with the ability to prioritize across multiple teams and competing demands.
Additional Requirements- Ability to travel occasionally to customer sites, team offsites, or major deployments.
- Ability to lift and handle POS hardware when needed.
- Comfortable being hands-on during critical launches or escalations.
What We Offer - Medical, Dental, & Vision insurance
- 401k with an employer match
- $100 monthly GoTab Bucks to dine at any GoTab location
- Generous PTO & Holidays
The pay range for this role is:
80,000 - 90,000 USD per year (Remote (United States))
