.At SpotOn, we're helping restaurants and small businesses compete and win with flexible payment and software technology—backed by real people who really care. From seamless point-of-sale systems to integrated restaurant management solutions, every SpotOn tool is designed to help local businesses increase profits and create better experiences for their customers and employees. Recently, SpotOn was: Named one of Fast Company's Most Innovative Companies of 2024 Awarded Great Places to Work and Built In's Best Workplaces for the third year in a row Selected as the Best Overall Restaurant POS by NerdWallet Rated the top-rated point-of-sale (POS) for restaurants, bars, retail, and small businesses by Capterra users We're committed to caring hard and moving fast so that we can continue to grow and make a positive impact together. That's where you come in. Job Summary: We are currently seeking an Associate Manager to provide administrative support and enhance operational excellence within our technical support department. In this role, you will work closely with the Client Experience Sr. Manager to oversee projects, streamline processes, and maintain strong relationships with key stakeholders. Your main responsibilities will include ensuring the smooth execution of operational and administrative tasks, facilitating communication across departments, and contributing to the department's overall success. If you are skilled in organization, collaboration, and achieving results, this role will be crucial. Roles & Responsibilities: Provide strategic support and high-level leadership to contact center operations, ensuring optimal performance based on relevant business KPIs. Manage follow-ups, documentation, and data analytics for all business needs, ensuring a data-driven approach to decision-making and strategy. Collaborate with senior leadership to align customer experience strategies with overall business objectives, ensuring flawless execution. Drive the development and implementation of comprehensive customer experience strategies, focusing on exceeding customer expectations and achieving industry-leading service levels. Analyze and interpret customer feedback and market trends to identify opportunities for enhancing the customer experience and differentiating our brand. Work closely with cross-functional teams, including senior management, product, order admin, training, workforce management, quality assurance, and all other relevant stakeholders to client experience to align efforts and drive a consistent and exceptional customer service experience. Provide coaching, mentoring, and training to team members, ensuring they meet or exceed performance goals, customer satisfaction metrics, and quality assurance assessments. Ensure efficient and effective case management. Monitor Pod's business performance, identifying trends and opportunities for improvement to ensure the delivery of top-tier customer service