Full-Time

Team Manager

Product Support

Posted on 10/4/2025

TouchBistro

TouchBistro

201-500 employees

All-in-one POS and restaurant management

No salary listed

Toronto, ON, Canada

In Person

Category
Customer Experience & Support (2)
,
Required Skills
Zendesk
Salesforce
Requirements
  • 2–3 years of leadership experience in customer support or contact center operations, ideally in SaaS or B2B environments.
  • A track record of coaching and developing high-performing support teams.
  • Working knowledge of contact center metrics (e.g., CSAT, AHT, FCR) and how to apply them to team performance.
  • Familiarity with support platforms like Zendesk, Salesforce, or similar.
  • Strong communication skills and the ability to motivate teams through change and challenges.
Responsibilities
  • Lead, coach, and develop a team of frontline support agents, fostering a positive, customer-first culture.
  • Provide structured coaching, feedback, and performance management to help team members meet and exceed goals for service quality, CSAT, and productivity.
  • Monitor team metrics (response times, resolution speed, service levels) and take action to maintain or improve results.
  • Support daily scheduling, workload distribution, and real-time adjustments to ensure customer coverage.
  • Run regular team meetings, huddles, and 1:1s to reinforce priorities, address challenges, and celebrate wins.
  • Handle escalated customer issues from your team, ensuring timely resolution and clear communication.
  • Partner with Senior Managers and cross-functional teams to share frontline feedback and help improve processes and tools.
  • Ability to work a fixed Tuesday–Saturday schedule on a weekly basis.
Desired Qualifications
  • Experience managing teams in a 24/7 support environment.
  • Exposure to workforce management tools or quality assurance programs.
  • Interest in process improvement and continuous team development.

TouchBistro provides an all-in-one POS and restaurant management system designed for running a restaurant. It combines front-of-house operations, back-of-house management, and guest engagement on a single platform so restaurants can manage orders, payments, menus, inventory, staff, and analytics from one place. The product works by integrating core restaurant tasks into one system that can handle table service, order flow, kitchen communication, payments, and customer interactions, helping staff stay coordinated and gather data in real time. Compared with competitors, TouchBistro differentiates itself by offering a single integrated solution that covers both front-of-house and back-of-house needs plus guest engagement, reducing the need to juggle multiple tools and ensuring smoother operations. The company’s goal is to help restaurateurs simplify operations, save time, and grow their business by delivering better guest experiences and actionable insights through its unified platform.

Company Size

201-500

Company Stage

Growth Equity (Venture Capital)

Total Funding

$335.5M

Headquarters

Toronto, Canada

Founded

2011

Simplify Jobs

Simplify's Take

What believers are saying

  • Moneris Oct 2025 partnership targets small quick-service restaurants with integrated payments.
  • TD Bank integration meets 84% Canadian diner card payment preference.
  • MarginEdge Sept 2023 powers real-time food cost tracking and inventory automation.

What critics are saying

  • Moneris Go Restaurant at $30/month captures small independents in 6-12 months.
  • App Store bugs cause outages, driving churn to Lightspeed in 3-6 months.
  • Toast displaces TouchBistro in Canadian chains within 18-24 months.

What makes TouchBistro unique

  • iPad-based POS enables tableside ordering without server-terminal trips.
  • Comprehensive suite integrates front-of-house, back-of-house, and guest engagement.
  • Hybrid system operates offline via local WiFi for reliable service.

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Benefits

Generous Time Off Program

Health Insurance

Dental Insurance

Vision Insurance

Flexible Health and Wellness Plan

Parental Leave

Employee Assistance Program

Professional Development

Volunteer Program

Monthly Lunches

Growth & Insights and Company News

Headcount

6 month growth

-1%

1 year growth

0%

2 year growth

1%
Yahoo Finance
Oct 6th, 2025
Moneris launches new Go Restaurant point-of-sale solution and extends partnership with TouchBistro for full restaurant solution delivery

Moneris launches new Go Restaurant point-of-sale solution and extends partnership with TouchBistro for full restaurant solution delivery. A new all-in-one POS solution streamlines operations for small restaurants, while a deeper TouchBistro partnership brings full-service restaurant management capabilities to expanding operators. TORONTO, Oct. 6, 2025 /CNW/ - Moneris Solutions Corporation ("Moneris"), a leading Canadian commerce solutions provider, has launched Moneris Go Restaurant, an all-in-one, cost-effective point-of-sale (POS) solution designed for small and independent quick-service restaurants. Moneris also announced an expanded strategic partnership with TouchBistro, a leading provider of restaurant management solutions, to introduce full integration with Moneris Go payment devices and new functionality for restaurateurs. Moneris Go Restaurant streamlines front- and back-of-house operations, delivers actionable insights from payment data and empowers restaurateurs to optimize performance and drive growth. For restaurants seeking more advanced capabilities, TouchBistro's platform integrates Moneris payment technology with a robust suite of tools for operations and guest engagement - ideal for businesses expanding beyond quick-service. "Moneris Go Restaurant is purpose-built for small, single-location restaurants - offering reliability, security and affordability in one streamlined package," said Gad Elharrar, VP, Small-to-Medium Business Product at Moneris. "Our expanded partnership with TouchBistro allows us to support full-service restaurants and those scaling up, forming a powerful alliance between two Canadian leaders to serve the full spectrum of foodservice businesses." Moneris Go Restaurant Tailored for cafés, bakeries, dessert shops and counter-service restaurants, Moneris Go Restaurant offers a powerful yet affordable business management solution. Features include an integrated Kitchen Display System (KDS), unified reporting and a user-friendly POS that ensures order accuracy and timely service. "Moneris Go Restaurant has simplified our daily operations. Custom tax rules and colour-coded buttons make it easy for staff to ring in items confidently," said Erin Nocent, Owner of The Sweetest Thing, Oakville, ON. "The system is intuitive - no extra steps or workarounds. I especially love checking sales from my phone to make quick, informed decisions. It's clearly built with small businesses in mind." The Moneris Go Restaurant app runs on all Moneris Go devices, with pricing starting at $30/month, and the KDS add-on is available for $9/month. For more information, visit moneris.com/gorestaurant.

Cision
Mar 12th, 2025
Mtech Mobility Unveils Cutting-Edge Solution At Murtec To Streamline Restaurant Operations

"With operators navigating tighter margins than ever and employees facing mounting pressure, the need for innovative solutions has never been greater—making efficiency-focused technologies like TouchTab a timely and essential investment." — Tony Fernandez, CEO of MTech Mobility

Journal of Cyber Policy
Jan 21st, 2025
The Top Restaurant Management Software Vendors According to the FeaturedCustomers Winter 2025 Customer Success Report

Market Leaders - Altametrics, Jolt, Lightspeed Restaurant, Restaurant365, Toast, and TouchBistro were given the highest "Market Leader" award.

FF News
Nov 8th, 2024
Td Integrates With Touchbistro To Provide Payment Solution To Canadian Restaurant Owners

TD Bank Group (TD) is pleased to announce a collaboration with independent software vendor, TouchBistro, enabling Canadian restaurant and food service entrepreneurs to consolidate all management and payment services into one, easy to use POS and restaurant management system. Available to all TD customers, TouchBistro provides restaurateurs with everything they need to drive sales and streamline operations through their comprehensive suite of front of house, back of house, and guest engagement technology.“Collaborating with TouchBistro gives our merchants the ability to integrate their TD payment devices and benefit from the restaurant POS functionality and features that TouchBistro has to offer,” says Alec Morley, Senior Vice President, Canadian Small Business Banking at TD. “In turn, Merchants have the peace of mind being supported by a bank and software vendor that they know and trust, helping entrepreneurs feel at ease while managing their restaurant business.”When it comes to paying for meals, TouchBistro’s 2024 Canadian Diner Trends Report found that 84 percent of Canadian diners prefer to settle up by using either a credit or debit card, and 76 percent of patrons prefer using a handheld payment terminal that is brought to the table.“Offering merchants the ability to integrate their TD payment device directly with a restaurant management tool allows them to deliver what Canadian diners are looking for – ease of payment combined with enhanced customer service,” says Morley. “When things like reservations, managing orders and floor plans, plus the ability to reconcile bills are offered in one platform, restaurant staff can focus their attention on diners and delivering the quality customer service that we know Canadians are looking for.”“TouchBistro is constantly evolving to offer best-in-class solutions to operators, and we are excited to work with TD as one of our integrated payments providers,” said Samir Zabaneh, Chairman and CEO of TouchBistro. “As we continue to be the most comprehensive all-in-one POS and restaurant management system, this collaboration is a natural fit as we expand our portfolio to offer diverse solutions that cater to Canadian operators’ unique needs.”Offering an integrated payment solution allows merchants to improve efficiencies, generate insights about their business, ensure that payment data is secure and provide a pleasant customer experience

Hypepotamus
Oct 7th, 2024
Following Acquisition, This Tampa Founder Is Ready To Help Restaurants Combat Rising Food Costs With New Startup

Building any type of business is hard. But keeping a restaurant afloat can be particularly grueling.20 percent of restaurants close within a year and 60 percent shutter within five years, according to the U Bureau of Labor Statistics. On top of that, the average full-service restaurant carried $51,863 in debt at the end of last year.The culprits? Labor, overhead…and importantly, the rising cost of food. Restaurant operators are spending up to 13 percent more on food costs alone since the start of last year.“Labor and overhead are largely dictated by the market and regulation, but restaurants can do something about their food spend,” says Florida-based entrepreneur Michael Otis.Otis is working on this food pricing problem with FareFood, a newly-launched app-based startup that allows restaurants to order from multiple food distributors in one place. This helps streamline how suppliers and restaurants connect, making the ordering process easier and more affordable.Know FareFood Fights Food CostsEvery restaurant is different, Otis explained. But each restaurant owner can work with a handful or more of different suppliers which each have their own sales reps, invoicing systems, and processes

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