We’re Redefining Hospitality From the Ground Up

Union is the venue operating system for America’s busiest bars and restaurants. We connect 1,500+ venues with 5M+ consumers and leading beverage brands through real-time consumption data, processing $2B+ in annual transactions. While competitors sell generic POS systems with a hospitality sticker slapped on, we built something different: technology that delivers 28% higher checks, 80% faster service, and next-gen experiences where venues thrive, guests become regulars, and brands connect with consumers on-premise in entirely new ways.

Position Overview: Head of Support

We’re looking for a Head of Support who understands that in hospitality, support isn’t about closing tickets, it’s about enabling our partners to win. Every night, our 1,500+ venues are packed with guests expecting seamless experiences. When something goes wrong, it’s not just a technical issue, it’s a Friday night with frustrated staff and disappointed guests. You’ll build a proactive, customer-obsessed support organization that anticipates problems, prevents them, and empowers our customers to maximize every shift. Lead our Call Center and Customer Success teams with one goal: ensure every venue has what they need to deliver outstanding hospitality.

What You’ll Do

Build a Proactive Support Culture

• Lead team to be proactive problem-solvers, not ticket processors
• Create a culture obsessed with customer satisfaction
• Coach your team to think like operators: anticipate issues, resolve problems before they impact service, and always ask “how can we help them win tonight?”

Drive Operational Excellence

• Build systems for workload management, ticket prioritization, and resource allocation that scale
• Establish processes that ensure fast, accurate resolution without sacrificing personal touch
• Monitor key metrics: response times, resolution rates, CSAT scores, first-contact resolution
• Create escalation protocols for critical issues because when a venue has an issue at 10pm on Saturday, minutes matter

Enable Success Through Training & Systems

• Develop training programs that turn your team into Union platform experts
• Build knowledge bases, SOPs, and resources that empower your team and customers
• Partner with Product and Engineering to stay ahead of platform updates
• Turn support ticket patterns into training opportunities that prevent future issues

Be the Voice of Our Customers

• Analyze support data to identify trends and improvement opportunities
• Work cross-functionally to solve systemic issues and drive product improvements
• Advocate for customer needs, you’re their champion internally
• Ensure accurate CRM documentation for proactive outreach
• Handle executive escalations and build relationships with key venues

Lead With Hospitality in Mind

• Maintain Union’s white-glove service approach in every interaction
• Be available for occasional late evenings and weekends, because we work when the industry works
• Make decisions through the lens of: “Does this help our partners deliver better guest experiences?”
  
  

What You Bring

Must-Haves

• 5-7+ years of customer support experience with at least 3 years leading teams of 10+ people
• Deep CRM and ticketing system expertise (Salesforce, HubSpot, Zendesk, or similar)
• Proactive problem-solving mindset, you hunt down issues and eliminate them
• Exceptional leadership and communication skills
• Customer obsession, you measure your success by theirs
• Operational rigor, you build processes that work at scale
• Weekend and night availability when needed

Bonus Points

• Experience in hospitality, restaurant tech, or service industry software
• Knowledge of POS systems or hospitality operations
• Background in technical support or SaaS customer success
• Experience with knowledge base platforms
• Track record of process improvement
  
  

Why This Role Matters

When you do this job well, a bartender in Brooklyn raves about how our team always has their back no matter the time of day. A restaurant owner in Austin sees check averages climb because your team helped them utilize mobile ordering when they got slammed. A venue manager in LA calls at 11 PM with an issue, and it’s resolved in minutes. You’re ensuring the technology powering America’s busiest venues works flawlessly, so operators can focus on creating incredible hospitality experiences.