Support Team Lead

About OneTablet

OneTablet is a restaurant delivery management platform that helps restaurants sell more and operate better across DoorDash, Uber Eats, Grubhub, and other ordering platforms. We optimize the signals that platform algorithms use to rank restaurants, enhance menus with AI, and expand sales surface — so restaurants make more money, measurably, in dollars.

We operate AI-first. AI isn't a buzzword here — it's how we actually run. We use AI agents internally to monitor stores, investigate issues, and handle operational work that traditional teams do manually. Our support team is built around this: smaller, sharper, more technical, and every person has real ownership over outcomes — not just tickets.

The Role

We're hiring a Support Team Lead to build and run our AI-native support operation.

This is a hands-on, player-coach role — not a management-only position. You'll spend a significant part of your time doing actual support work: taking shifts, handling tickets, making calls, troubleshooting issues directly with restaurants. The other part, you'll spend leading the team, building processes, hiring, and improving how everything works.

Hands-on support (you do the work):

• Work regular support shifts — handle tickets, chats, and calls with restaurants directly.
• Troubleshoot tablets, printers, connectivity, order, and menu issues.
• Own complex and escalated issues end-to-end until resolution.
• Make and receive support calls; ensure restaurants feel supported and heard.

Team leadership and operations (you build the system):

• Lead the support team day-to-day — coordinate coverage, distribute work, make sure nothing falls through the cracks.
• Hire and mentor support reps: find high-ownership, technically curious people, onboard them, coach them, help them grow.
• Supervise and improve AI agents that handle monitoring, triage, and first-response. Review their work, identify gaps, and work with product/engineering to make them better.
• Build and maintain SOPs, playbooks, and escalation paths so new reps (and new AI capabilities) can plug in and be effective quickly.
• Own support quality — review interactions for tone, accuracy, and resolution. Monitor KPIs. Identify patterns and drive improvements.
• Be the voice of the restaurant internally — translate support patterns into product feedback.

What We're Looking For

Must-haves:

• Prior experience leading or coordinating a support team — you've managed people, distributed work, coached reps, and owned quality outcomes. Doesn't have to be a big team; a small, high-performing one is better signal.
• High ownership and agency. You don't wait to be told what to do. If something's broken, you fix it or flag it. If a process doesn't exist, you create it. If a customer is upset, you own it until it's resolved.
• Excellent English — written and spoken. Our restaurants are US-based; communication quality directly impacts trust.
• Comfortable working US timezone hours, including evening, night, and weekend shifts as part of near-24/7 coverage rotation.
• Technically comfortable. You can troubleshoot tablets, printers, connectivity issues, and basic networking without needing hand-holding. You're not afraid of logs, dashboards, or unfamiliar tools.
• Genuine comfort with AI tools. You use AI in your own work already — and you're excited about managing a team where AI does real operational work alongside humans, not just assists in the background.

Strong signals:

• Experience in restaurant tech, hospitality tech, or SaaS support for SMBs.
• You've built SOPs, playbooks, or knowledge bases that actually get used.
• You've worked in a startup or small company where you wore multiple hats and figured things out without a large support infrastructure.
• You've managed or supervised automated systems, bots, or AI tools in a support context.
• Spanish or Mandarin language skills (many of our restaurant partners speak these).
• You've used tools like Intercom, Linear, or similar for support operations.

What this role is NOT:

• This is not a management-only role. You'll be on the front lines regularly, handling real support alongside your team.
• This is not a 9-to-5 role. Restaurants operate evenings and weekends; coverage needs to match.
• This is not a role where you can avoid AI. If you're skeptical about AI being a real part of operations, this isn't the right fit.

Why This Role

When a restaurant's orders stop flowing, we're the ones they call. You'll own how support works — building the team, the processes, and the human + AI system from early stage. Your decisions will directly shape how things run. If you want to build what an AI-native support team actually looks like — not just manage a queue — this is the role.

Work Setup

• Remote, full-time
• US timezone coverage required — including evenings, nights, and weekends on rotation
• Tools: Intercom, internal dashboards, AI agents, phone/chat/email