Customer Support Manager

Location: Flexible / Hybrid if in Bay Area

Type: Full-time (Player-Coach)

About Vori

Vori is transforming how independent grocers run their businesses — connecting stores, distributors, and brands to make local retail thrive. Our customers are small business owners who rely on us as a trusted partner, and our support experience is core to that relationship. As we scale rapidly, we’re looking for a founding leader to build and level up our Customer Support function for the next phase of growth.

The Role

We’re looking for a Support Manager — a hands-on leader who will build, lead, and scale our Support organization while directly managing frontline interactions during the early stages. You’ll be both player and coach : rolling up your sleeves to handle complex customer issues and designing the systems, processes, and metrics that will power a world-class support experience.

This role is for someone who thrives in a fast-moving, ambiguous environment — someone excited to define what great support looks like for the independent grocery industry. You’ll balance cutting-edge AI-driven efficiency with the human connection that our customers value most.

What You’ll Do

• Build the foundation — Establish scalable support workflows, SOPs, and escalation paths that enable rapid, consistent, and high-quality service.

• Lead & coach — Hire, train, and develop a high-performing team that delivers empathetic, effective support to grocers nationwide.

• Own metrics — Define and monitor SLAs, CSAT, response times, and key efficiency metrics; use data to continually improve processes.

• Implement tools — Evaluate and implement tools (especially AI/automation) to drive scale while maintaining the warmth of human support.

• Design for growth — Build out incident response programs, workforce management, and knowledge systems to support future volume.

• Be the voice of the customer — Partner cross-functionally with Product, Engineering, and Operations to surface insights and close the loop on customer feedback.

• Stay flexible — Support a function that operates when our grocers do — including evenings, weekends, and holidays.

Who You Are

• Customer-first operator: You have a track record of delivering exceptional customer experiences and managing complex escalations with care and clarity.

• Builder at heart: You’re excited by blank slates and can design systems that balance structure with agility.

• Data-driven leader: You know how to use metrics to diagnose, prioritize, and improve.

• Coach & mentor: You invest in people — guiding team members to grow while maintaining high standards.

• Adaptable problem-solver: You thrive amid competing priorities and fast change.

• Tech & process fluent: You’re comfortable evaluating CRMs, ticketing tools, and authentication systems, and understand how to use technology (including AI) to scale intelligently.

• Industry learner: You’re eager to become a product and grocery industry expert, understanding our customers’ world deeply enough to serve them better.

Qualifications

• 5+ years in Customer Support, Customer Success, or Operations roles, with at least 2 years in a team lead or manager capacity.

• Proven experience building or scaling support processes in a high-growth or early-stage environment.

• Experience implementing and optimizing support tooling - strong preference for experience with HubSpot Help Desk

• Strong written and verbal communication skills, with an ability to communicate across technical and non-technical teams.

• Flexibility to work rotating shifts (including evenings/weekends/holidays).

• Grocery or retail tech experience a plus, but not required — curiosity and empathy are musts.

Why Join Vori

You’ll be joining at a pivotal moment — with the chance to build a foundational function from the ground up , shape the customer experience for an entire industry, and grow into a senior leadership role as we scale. If you’re a builder, coach, and operator who’s energized by both human connection and smart systems design, we’d love to talk.