The Customer Support Manager oversees the daily functions of the Customer Support team, ensuring efficient and quality support. This role manages the Customer Support Specialists and monitors First Watch's customer support efforts to ensure satisfaction, retention, and loyalty. Additionally, the manager actively partners with operations and other business departments to maintain effective partnerships and resolves escalated customer issues, with decisions supporting First Watch’s “You First” mission. The ideal candidate has proven expertise in building support teams, creating process documentation, and strong proficiency in customer support and retention.

The essential functions in this job description are not all-inclusive of this position’s duties and responsibilities. Reliable and dependable attendance is required.

• Oversee the Customer Support team, ensuring prompt support is provided to our customer community in a professional and polite manner
• Hire, train and develop strong and team-oriented Customer Support team members
• Perform regular one on one meetings with direct reports focused on developing and growing individuals and ensuring team and company goals are met or exceeded
• Maintain documentation on all support procedures, opening checklists and standards
• Communicate regularly with management to ensure projects and objectives are prioritized and completed on time
• Manage the end-to-end customer support process for all customer touchpoints including email, reputation management, traditional mail and phone correspondence
• Manage New Restaurant Opening (NRO) set up for corporate restaurants
• Lead community management on social media channels, including but not limited to Facebook and Instagram
• Provide local Marketing support, helping to fulfill sponsorships and donation requests when appropriate

• Bachelor’s degree or equivalent experience required
• 3-5 years of substantial restaurant or hospitality experience, preferably in a management role
• Effective, people-centered leadership skills
• Demonstrate a spirit of hospitality, customer service orientation and maintain a positive presence
• Demonstrate a “brand ambassador” orientation
• Strong organizational, priority management, problem-solving and critical thinking skills
• Effective oral and written communication skills to all levels; from hourly employees to senior management
• MS Office (Outlook, Word, Excel and PowerPoint)

First Watch is the leading Daytime Dining concept serving made-to-order breakfast, brunch and lunch using fresh ingredients. A recipient of hundreds of local “Best Breakfast” and “Best Brunch” accolades, First Watch's chef-driven menu rotates five times a year and includes elevated executions of classic favorites alongside specialties such as its Quinoa Power Bowl, Lemon Ricotta Pancakes, Chickichanga, Morning Meditation fresh juice and signature Million Dollar Bacon. After first appearing on the list in 2022 and 2023, First Watch was named 2024’s #1 Most Loved Workplace® in America by Newsweek and the Best Practice Institute. In 2023, First Watch was named the top restaurant brand in Yelp’s inaugural list of the top 50 most-loved brands in the U.S. In 2022, First Watch was awarded a sought-after MenuMasters honor by Nation's Restaurant News for its seasonal Braised Short Rib Omelet. First Watch operates more than 580 First Watch restaurants in 31 states. For more information, visit www.firstwatch.com.

First Watch is an equal opportunity employer. In compliance with the Americans with Disabilities Act, First Watch will provide reasonable accommodations to qualified individuals with disabilities and encourages both prospective and current employees to discuss potential accommodations with the employer.

• Bachelor’s degree or equivalent experience required
• 3-5 years of substantial restaurant or hospitality experience, preferably in a management role
• Effective, people-centered leadership skills
• Demonstrate a spirit of hospitality, customer service orientation and maintain a positive presence
• Demonstrate a “brand ambassador” orientation
• Strong organizational, priority management, problem-solving and critical thinking skills
• Effective oral and written communication skills to all levels; from hourly employees to senior management
• MS Office (Outlook, Word, Excel and PowerPoint)

The essential functions in this job description are not all-inclusive of this position’s duties and responsibilities. Reliable and dependable attendance is required.

• Oversee the Customer Support team, ensuring prompt support is provided to our customer community in a professional and polite manner
• Hire, train and develop strong and team-oriented Customer Support team members
• Perform regular one on one meetings with direct reports focused on developing and growing individuals and ensuring team and company goals are met or exceeded
• Maintain documentation on all support procedures, opening checklists and standards
• Communicate regularly with management to ensure projects and objectives are prioritized and completed on time
• Manage the end-to-end customer support process for all customer touchpoints including email, reputation management, traditional mail and phone correspondence
• Manage New Restaurant Opening (NRO) set up for corporate restaurants
• Lead community management on social media channels, including but not limited to Facebook and Instagram
• Provide local Marketing support, helping to fulfill sponsorships and donation requests when appropriate