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

Required qualifications
- Experience: 4+ years of experience in customer support, operations, or related roles, with at least 2 years in a leadership or managerial capacity AND previous experience in tech, marketplace, or startup environment.
- Proven Leadership: Demonstrated ability to build and lead high-performing teams, with strong understanding of customer support metrics and how to operationalize them.
- Analytical & Strategic Mindset: Ability to independently pull and analyze data with proven track record of leading projects from ideation through execution.
- Platform Expertise: Experience with CX platforms (e.g., Zendesk, Intercom) and customer success methodologies.
- Communication Skills: Excellent communication and stakeholder management skills with ability to influence stakeholders at all levels.
- Execution-Oriented: Highly organized, detail-oriented, and able to balance strategic projects with day-to-day operations.
Preferred qualifications
- Experience managing B2C customer support teams
- Proficiency writing SQL queries to pull data
- Extensive experience with Intercom
- Experience with implementing ticket automation
- Experience with no-code workflow tools (e.g., Zapier, ReTool)
- Knowledge of marketplace or two-sided platform operations

Disclaimers

Shef is an equal opportunity employer.
Shef is committed to a diverse and inclusive workplace.
For individuals with disabilities who would like to request an accommodation during the interview process, please advise your company contact.

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.

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Req ID: R13

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