Supervisor, Phone Operations

About the role

Slice is looking for a hands‑on Supervisor to lead its Phone Operations team, overseeing Community Team Leads across multiple pods and shifts. You will drive performance, ensure consistency, and focus on delivering an excellent customer experience for independent restaurant partners.

Key responsibilities

• Coach, develop, and hold Team Leads accountable through regular 1:1s, feedback and performance management.
• Drive operational performance across pods and shifts, managing service levels, answer rates, staffing execution and adherence.
• Create consistency in coaching, QA, scorecards and performance expectations.
• Manage escalations, identify root causes and implement long‑term solutions.
• Partner with GTM, Implementations, Product and Operations to improve the restaurant partner experience.
• Support onboarding and hyper‑care for new Phone customers.
• Monitor timecards, attendance and workforce‑management metrics to ensure reliability.
• Build a culture of accountability, ownership, teamwork and customer obsession.

Required profile

• 2+ years of operational leadership experience with a strong track record of coaching and developing people.
• Experience leading frontline teams in a contact‑center, customer‑support or service environment.
• Strong performance‑management skills and ability to hold teams to high standards.
• Excellent written and verbal communication, able to engage senior leaders and restaurant owners.
• Willingness to work flexible hours, including evenings and weekends.

Required skills

• Familiarity with contact‑center technology (phone systems, CRMs, workforce‑management or messaging tools).
• Intermediate proficiency with Google Workspace (Sheets, Docs, Gmail, Slack).
• English proficiency at C1 level or higher, both written and spoken.