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Business Development Representative

MarketingProvidence, RIFull-time

===== About Upserve =====
Upserve is the industry's leading full-service Restaurant Management Platform. In a single platform, Upserve offers the market-leading cloud point of sale for restaurants, actionable analytics, and seamless integration with leading third-party restaurant apps.  Thousands of restaurants use Upserve to manage relationships with more than 32 million active diners, and to serve over 23 million meals per month.

Upserve is headquartered in Providence with additional offices in San Francisco, New York City and Denver.  We believe that culture is a competitive advantage, and treat it as such -- our values of One Team, Impact, Empathy, Openness, Curiosity and Grit guide our daily actions.   Learn more about what that means from our blog - https://upserve.com/inside-upserve - or by following us on Twitter and Instagram (@InsideUpserve).

===== About the Role =====
Upserve is seeking Business Development Representatives (BDR) to join our sales team-- this is a phenomenal way to continue working with the hospitality industry, while also getting a 'Mini-MBA' from a growing and dynamic technology company! If you're a "roll up your sleeves, learn on the job" type that values teamwork, personal achievement, and good food - you'll fit right in!

As a BDR you will research prospective customers, create outreach strategies, and identify sales opportunities. You will conduct exploratory conversations with potential customers, use your business acumen to identify how Upserve's platform can help their restaurant succeed.  While doing so, you'll gain a deeper understanding of restaurant operations, and how the Upserve platform what challenges they face on a daily basis, and how technology can dramatically improve their businesses and employees' lives.

Day to day, this means:
-  Conduct high volume prospecting (60-100 activities/day) to qualify leads through calls, emails, and chat.
-  Work closely and collaboratively with our team to develop and implement appropriate prospecting strategies.
-  Schedule introductory meetings for our regional Sales Executives to further assess a restaurant's needs.

=====The Right Ingredients =====
For this role, we're looking for ambitious individuals, with a history of high achievement and the desire to work in a fast paced environment with peers who challenge them to be better, who also have the following qualifications:

- Bachelors degree in a related field such as Business or Liberal Arts or equivalent experience
- Excellent written and verbal communication skills
- The desire to meet and exceed measurable performance goals
- Naturally curious and passionate
- The technical aptitude to master our sales tools
- The ability to deal with and thrive on objections and rejection on a daily basis


===== Upserve's "Mise En Place" =====
Above all else, all Upserve employees are united in our shared passion for the hospitality industry, our product, and the impact we can have on the owners and operators we serve. We have a track record of success, with 100%+ growth in the last 3 years. How do we do it? By providing great value to our customers, and by relentlessly focusing on the details - our Mise En Place (everything in its place).
- Our Net Promoter Scores over the last six months are higher than any other SMB software company
- Our SaaS 'quick ratio' and LTV to CAC is exceeding 4x, making us leaders in the market
- Our newest product features enjoy ~70% weekly active users and nearly 50% daily active users.
- Our leadership hails from top companies like OpenTable, TellMe, BrightCove, Microsoft, and McKinsey.
- Our Board and Investment Partners include Vista Equity Partners, First Round, and Pritzker.

But our focus on excellence doesn't stop there. We offer competitive employee, including the following:
- 100% paid medical and dental coverage with the leading provider nation-wide
- Unlimited Time Off - our policy is "take the time you need, when you need it"       
- A "family first" culture, with generous paid parental and caregiver leave
- 401(k) with built-in financial advisory services
- Quarterly wellness weeks, focused on mental, emotional AND physical health
- Catered healthy lunches daily, as well as organic healthy snacks in our office.
- On-Site dry cleaning pick-up for those who want it...and a flexible "come dressed" policy for others!
- Multiple social clubs, including intramural sport leagues and a monthly "supper club"

Last but not least, Upserve is proud to be an Equal Opportunity Employer! Beyond that, we also care deeply about creating a culture of inclusion, and about improving diversity in tech. We believe in being color brave, not color blind, and partner with a number of local organizations working to improve access to the tech industry for underrepresented groups. These include Project Include, Girls Who Code, Providence IntraCity Geeks, #HackPVD, Code.org, PVD Lady Project, and Rosie's Girls to name a few.
Apply

Customer Marketing Manager

MarketingProvidence, RIFull-time

===== About Upserve =====
Upserve is the industry's leading full-service Restaurant Management Platform. In a single platform, Upserve offers the market-leading cloud point of sale for restaurants, actionable analytics, and seamless integration with leading third-party restaurant apps.  Thousands of restaurants use Upserve to manage relationships with more than 32 million active diners, and to serve over 23 million meals per month.

Upserve is headquartered in Providence with additional offices in San Francisco, New York City and Denver.  We believe that culture is a competitive advantage, and treat it as such -- our values of One Team, Impact, Empathy, Openness, Curiosity and Grit guide our daily actions.   Learn more about what that means from our blog - https://upserve.com/inside-upserve - or by following us on Twitter and Instagram (@InsideUpserve).

===== About the Role =====
Upserve is looking for a Customer Marketing (CM) Manager that will work closely with our Senior Director, Revenue Marketing and focus on building stronger relationships with our customers to create a community of brand advocates. The CM Manager will directly benefit our marketing and sales efforts by increasing customer advocacy (including referrals, testimonials, references, etc.), identifying cross-sell and upsell opportunities and increasing loyalty and retention. Success in this role is measured in terms of revenue growth from Upserve’s existing customer base, the number of public customer references on various third party review websites and customer opportunity referrals.

Day to day, this means:
- Develop and manage customer engagement and communication programs, such as onboarding campaigns, ongoing nurture campaigns, and workshops, to increase renewals
- Identify marketing, sales, and product opportunities to reduce customer churn and implement accordingly
- Identify opportunities to test and scale customer advocacy and loyalty programs to surprise and delight customers from day 1 throughout their entire lifecycle.
- Develop and implement programs for soliciting referrals and references
- Identify key customers to feature in video testimonials, speaking opportunities, and case studies
- Develop and implement a plan for recruiting and rewarding customers for reviews on third-party sites

===== The Right Ingredients =====
The ideal candidate is creative and strategic marketing professional with deep desire to engage and motivate our lively customer base of restaurateurs. You will be Upserve’s customer advocate and with the goal liaison between customers and the rest of the organization. While you need to be able to work independently, you understand the importance of collaborating with other departments to create an incredible customer experience and reach business goals.

- Bachelor’s degree with emphasis on communications, marketing, and business
- 3-5 years marketing experience, preferably at a SaaS company
- Previous Customer Service, Customer Success, or Account Management experience
- Technical knowledge of the latest digital marketing tools and channels, including Salesforce and Marketo.
- Experience creating and executing marketing campaigns and programs that drive customer engagement and advocacy
- Familiarity with B2B marketing, lead generation, and sales processes

===== Upserve's "Mise En Place" =====
Above all else, all Upserve employees are united in our shared passion for the hospitality industry, our product, and the impact we can have on the owners and operators we serve. We have a track record of success, with 100%+ growth in the last 3 years. How do we do it? By providing great value to our customers, and by relentlessly focusing on the details - our Mise En Place (everything in its place).
- Our Net Promoter Scores over the last six months are higher than any other SMB software company
- Our SaaS 'quick ratio' and LTV to CAC is exceeding 4x, making us leaders in the market
- Our newest product features enjoy ~70% weekly active users and nearly 50% daily active users.
- Our leadership hails from top companies like OpenTable, TellMe, BrightCove, Microsoft, and McKinsey.
- Our Board and Investment Partners include Vista Equity Partners, First Round, and Pritzker.

But our focus on excellence doesn't stop there. We offer competitive employee, including the following:
- 100% paid medical and dental coverage with the leading provider nation-wide
- Unlimited Time Off - our policy is "take the time you need, when you need it"       
- A "family first" culture, with generous paid parental and caregiver leave
- 401(k) with built-in financial advisory services
- Quarterly wellness weeks, focused on mental, emotional AND physical health
- Catered healthy lunches daily, as well as organic healthy snacks in our office.
- On-Site dry cleaning pick-up for those who want it...and a flexible "come dressed" policy for others!
- Multiple social clubs, including intramural sport leagues and a monthly "supper club"

Last but not least, Upserve is proud to be an Equal Opportunity Employer! Beyond that, we also care deeply about creating a culture of inclusion, and about improving diversity in tech. We believe in being color brave, not color blind, and partner with a number of local organizations working to improve access to the tech industry for underrepresented groups. These include Project Include, Girls Who Code, Providence IntraCity Geeks, #HackPVD, Code.org, PVD Lady Project, and Rosie's Girls to name a few.
Apply

Customer Success Manager

Customer Success and Account ManagementProvidence, RIFull-time

===== About Upserve =====
Upserve is the industry's leading full-service Restaurant Management Platform. In a single platform, Upserve offers the market-leading cloud point of sale for restaurants, actionable analytics, and seamless integration with leading third-party restaurant apps.  Thousands of restaurants use Upserve to manage relationships with more than 32 million active diners, and to serve over 23 million meals per month.

Upserve is headquartered in Providence with additional offices in San Francisco, New York City and Denver.  We believe that culture is a competitive advantage, and treat it as such -- our values of One Team, Impact, Empathy, Openness, Curiosity and Grit guide our daily actions.   Learn more about what that means from our blog - https://upserve.com/inside-upserve - or by following us on Twitter and Instagram (@InsideUpserve).

===== About the Role =====

Upserve’s Customer Success Team is responsible for an incredible customer experience, delivering joy and delight to our community of restaurateurs. At Upserve, our Customer Success Managers help build thriving customer relationships, ensuring high levels of customer satisfaction, successful engagement with our software, increased retention, and a consistently strong and positive experience with our brand. Reporting to our Senior Director of Customer Success, the Customer Success Manager is the trusted strategic advisor to our customers and an operations professional that executes across the entire Upserve organization to advocate for the customer relationship.  Day to Day this means:

- Manage clear and consistent communication with customers to ensure they are both aware and aligned with how they can be successful with our software.
- Understand deeply how customers use our product using Totango, Salesforce, and other systems.
- Develop and deliver solutions for customers using Upserve’s platform and service offerings.
- Build, maintain, and grow customer engagement to maximize user adoption and optimize product utilization. - -- Educate customers on new product features and functionality, as relevant to their usage patterns.
- Work collaboratively across the Upserve organization to ensure customer escalations are being resolved in a prompt and comprehensive manner.
- Design, develop, and deliver customer engagements that mitigate risk, reduce churn, drive referrals, and maximize account health.
- Advocate for customers in driving best practices in our work, aligning their business roadmap with our products and platform, and engaging them as a community.
===== The Right Ingredients =====

Whether you're a FOH/BOH veteran, or simply love the grit and determination of restaurateurs, we are looking for individuals who can empathize with our customers, are results-driven and intrigued by the use of data to inform decisions. You ought to value a high degree of autonomy and personal impact and manage through ambiguity with ease with the following qualifications:

- Proven track record of customer success management with a large SMB account portfolio (500+ accounts).
- Comfortable using tools such as Salesforce and Totango to manage your workflow.
- Prior experience modeling account health and forecasting churn driven by data.
- Excellent written and verbal communication skills, with the ability to convey highly technical information in an easy-to-understand manner.
- Excellent organizational skills and experience managing competing priorities.
- Proficiency developing and delivering awareness and education for customers.
- SaaS experience preferred.

===== Upserve's "Mise En Place" =====
Above all else, all Upserve employees are united in our shared passion for the hospitality industry, our product, and the impact we can have on the owners and operators we serve. We have a track record of success, with 100%+ growth in the last 3 years. How do we do it? By providing great value to our customers, and by relentlessly focusing on the details - our Mise En Place (everything in its place).
- Our Net Promoter Scores over the last six months are higher than any other SMB software company
- Our SaaS 'quick ratio' and LTV to CAC is exceeding 4x, making us leaders in the market
- Our newest product features enjoy ~70% weekly active users and nearly 50% daily active users.
- Our leadership hails from top companies like OpenTable, TellMe, BrightCove, Microsoft, and McKinsey.
- Our Board and Investment Partners include Vista Equity Partners, First Round, and Pritzker.

But our focus on excellence doesn't stop there. We offer competitive employee, including the following:
- 100% paid medical and dental coverage with the leading provider nation-wide
- Unlimited Time Off - our policy is "take the time you need, when you need it"       
- A "family first" culture, with generous paid parental and caregiver leave
- 401(k) with built-in financial advisory services
- Quarterly wellness weeks, focused on mental, emotional AND physical health
- Catered healthy lunches daily, as well as organic healthy snacks in our office.
- On-Site dry cleaning pick-up for those who want it...and a flexible "come dressed" policy for others!
- Multiple social clubs, including intramural sport leagues and a monthly "supper club"

Last but not least, Upserve is proud to be an Equal Opportunity Employer! Beyond that, we also care deeply about creating a culture of inclusion, and about improving diversity in tech. We believe in being color brave, not color blind, and partner with a number of local organizations working to improve access to the tech industry for underrepresented groups. These include Project Include, Girls Who Code, Providence IntraCity Geeks, #HackPVD, Code.org, PVD Lady Project, and Rosie's Girls to name a few.
Apply

Customer Support Specialist - Overnight Shift

Customer Implementation and SupportDenver, COFull-time

===== About Upserve =====
Upserve is the industry's leading full-service Restaurant Management Platform. In a single platform, Upserve offers the market-leading cloud point of sale for restaurants, actionable analytics, and seamless integration with leading third-party restaurant apps.  Thousands of restaurants use Upserve to manage relationships with more than 32 million active diners, and to serve over 23 million meals per month.

Upserve is headquartered in Providence with additional offices in San Francisco, New York City and Denver.  We believe that culture is a competitive advantage, and treat it as such -- our values of One Team, Impact, Empathy, Openness, Curiosity and Grit guide our daily actions.   Learn more about what that means from our blog - https://upserve.com/inside-upserve - or by following us on Twitter and Instagram (@InsideUpserve).

Our Customer Support Specialist understand that our Customers are the magic ingredient. They make it easier for restaurant owners to run their business while respecting their time. Customer Support Specialists are obsessed with problem-solving and efficiently resolving customer issues. They are highly empathetic and natural educators - understanding the stress restaurateurs encounter.  This is a fast-paced, collaborative environment all working towards common goals. Day to Day this means:

- Working the overnight shift - 11PM - 7AM approximately
- Fielding inbound customer phone, chat and email inquiries
- Listening and understanding customer needs and concerns
- Identifying technical issues and use appropriate troubleshooting steps leading to resolution
- Keeping detailed notes in SFDC on customer interactions
- Handling customer requests, provide appropriate solutions and alternatives
- Ability to achieve daily / weekly / monthly expectations
- Managing customer expectations regarding estimated response times for issue resolution 
- Expediting service in situations requiring urgent attention as determined by management
- Identifying opportunities for improvement, contributes to solutions and, enhance workflow efficiency to enhance the customer’s experience

This is an hourly and non-exempt role.
===== The Right Ingredients =====
Above all else, all Upserve employees are united in our shared optimism, passion, and enthusiasm for the customers we support through our innovative product. In our daily work, exemplify our values of grit, openness, empathy, Impact, and curiosity. It also means that you enjoy having a big impact, can operate autonomously and possess the following qualifications:

- Professional and effective communications skills – both verbal and written
- Effectively interact and maintain professionalism with customers via phone, email and chat
- Follow through on both verbal and written instructions and effectively adhere to Upserve’s processes and workflows
- Ability to multi-task, prioritize and organize multiple tasks concurrently while meeting deadlines
- High level of comfort workong independently and as part of a team in a customer-driven, fast-paced environment

===== Upserve's "Mise En Place" =====
Above all else, all Upserve employees are united in our shared passion for the hospitality industry, our product, and the impact we can have on the owners and operators we serve. We have a track record of success, with 100%+ growth in the last 3 years. How do we do it? By providing great value to our customers, and by relentlessly focusing on the details - our Mise En Place (everything in its place).
- Our Net Promoter Scores over the last six months are higher than any other SMB software company
- Our SaaS 'quick ratio' and LTV to CAC is exceeding 4x, making us leaders in the market
- Our newest product features enjoy ~70% weekly active users and nearly 50% daily active users.
- Our leadership hails from top companies like OpenTable, TellMe, BrightCove, Microsoft, and McKinsey.
- Our Board and Investment Partners include Vista Equity Partners, First Round, and Pritzker.

But our focus on excellence doesn't stop there. We offer competitive employee, including the following:
- 100% paid medical and dental coverage with the leading provider nation-wide
- Unlimited Time Off - our policy is "take the time you need, when you need it"       
- A "family first" culture, with generous paid parental and caregiver leave
- 401(k) with built-in financial advisory services
- Quarterly wellness weeks, focused on mental, emotional AND physical health
- Catered healthy lunches daily, as well as organic healthy snacks in our office.
- On-Site dry cleaning pick-up for those who want it...and a flexible "come dressed" policy for others!
- Multiple social clubs, including intramural sport leagues and a monthly "supper club"

Last but not least, Upserve is proud to be an Equal Opportunity Employer! Beyond that, we also care deeply about creating a culture of inclusion, and about improving diversity in tech. We believe in being color brave, not color blind, and partner with a number of local organizations working to improve access to the tech industry for underrepresented groups. These include Project Include, Girls Who Code, Providence IntraCity Geeks, #HackPVD, Code.org, PVD Lady Project, and Rosie's Girls to name a few.
Apply

Customer Support Specialist, Tier 1

Customer Implementation and SupportDenver, COFull-time

===== About Upserve =====
Upserve is the industry's leading full-service Restaurant Management Platform. In a single platform, Upserve offers the market-leading cloud point of sale for restaurants, actionable analytics, and seamless integration with leading third-party restaurant apps.  Thousands of restaurants use Upserve to manage relationships with more than 32 million active diners, and to serve over 23 million meals per month.

Upserve is headquartered in Providence with additional offices in San Francisco, New York City and Denver.  We believe that culture is a competitive advantage, and treat it as such -- our values of One Team, Impact, Empathy, Openness, Curiosity and Grit guide our daily actions.   Learn more about what that means from our blog - https://upserve.com/inside-upserve - or by following us on Twitter and Instagram (@InsideUpserve).

Our Customer Support Specialist understand that our Customers are the magic ingredient. They make it easier for restaurant owners to run their business while respecting their time. Customer Support Specialists are obsessed with problem-solving and efficiently resolving customer issues. They are highly empathetic and natural educators - understanding the stress restaurateurs encounter.  This is a fast-paced, collaborative environment all working towards common goals. Day to Day this means:

- Fielding inbound customer phone, chat and email inquiries
- Listening and understanding customer needs and concerns
- Identifying technical issues and use appropriate troubleshooting steps leading to resolution
- Keeping detailed notes in SFDC on customer interactions
- Handling customer requests, provide appropriate solutions and alternatives
- Ability to achieve daily / weekly / monthly expectations
- Managing customer expectations regarding estimated response times for issue resolution 
- Expediting service in situations requiring urgent attention as determined by management
- Identifying opportunities for improvement, contributes to solutions and, enhance workflow efficiency to enhance the customer’s experience

This is an hourly and non-exempt role.
===== The Right Ingredients =====
Above all else, all Upserve employees are united in our shared optimism, passion, and enthusiasm for the customers we support through our innovative product. In our daily work, exemplify our values of grit, openness, empathy, Impact, and curiosity. It also means that you enjoy having a big impact, can operate autonomously and possess the following qualifications:

- Professional and effective communications skills – both verbal and written
- Effectively interact and maintain professionalism with customers via phone, email and chat
- Follow through on both verbal and written instructions and effectively adhere to Upserve’s processes and workflows
- Ability to multi-task, prioritize and organize multiple tasks concurrently while meeting deadlines
- High level of comfort workong independently and as part of a team in a customer-driven, fast-paced environment

===== Upserve's "Mise En Place" =====
Above all else, all Upserve employees are united in our shared passion for the hospitality industry, our product, and the impact we can have on the owners and operators we serve. We have a track record of success, with 100%+ growth in the last 3 years. How do we do it? By providing great value to our customers, and by relentlessly focusing on the details - our Mise En Place (everything in its place).
- Our Net Promoter Scores over the last six months are higher than any other SMB software company
- Our SaaS 'quick ratio' and LTV to CAC is exceeding 4x, making us leaders in the market
- Our newest product features enjoy ~70% weekly active users and nearly 50% daily active users.
- Our leadership hails from top companies like OpenTable, TellMe, BrightCove, Microsoft, and McKinsey.
- Our Board and Investment Partners include Vista Equity Partners, First Round, and Pritzker.

But our focus on excellence doesn't stop there. We offer competitive employee, including the following:
- 100% paid medical and dental coverage with the leading provider nation-wide
- Unlimited Time Off - our policy is "take the time you need, when you need it"       
- A "family first" culture, with generous paid parental and caregiver leave
- 401(k) with built-in financial advisory services
- Quarterly wellness weeks, focused on mental, emotional AND physical health
- Catered healthy lunches daily, as well as organic healthy snacks in our office.
- On-Site dry cleaning pick-up for those who want it...and a flexible "come dressed" policy for others!
- Multiple social clubs, including intramural sport leagues and a monthly "supper club"

Last but not least, Upserve is proud to be an Equal Opportunity Employer! Beyond that, we also care deeply about creating a culture of inclusion, and about improving diversity in tech. We believe in being color brave, not color blind, and partner with a number of local organizations working to improve access to the tech industry for underrepresented groups. These include Project Include, Girls Who Code, Providence IntraCity Geeks, #HackPVD, Code.org, PVD Lady Project, and Rosie's Girls to name a few.
Apply

Customer Support Team Lead

Customer Implementation and SupportDenver, COFull-time

===== About Upserve =====
Upserve is the industry's leading full-service Restaurant Management Platform. In a single platform, Upserve offers the market-leading cloud point of sale for restaurants, actionable analytics, and seamless integration with leading third-party restaurant apps.  Thousands of restaurants use Upserve to manage relationships with more than 32 million active diners, and to serve over 23 million meals per month.

Upserve is headquartered in Providence with additional offices in San Francisco, New York City and Denver.  We believe that culture is a competitive advantage, and treat it as such -- our values of One Team, Impact, Empathy, Openness, Curiosity and Grit guide our daily actions.   Learn more about what that means from our blog - https://upserve.com/inside-upserve - or by following us on Twitter and Instagram (@InsideUpserve).

The Customer Support Team Lead is responsible for overseeing a team of Customer Support Specialists that deliver high quality support to Upserve’s customer base. Restaurateurs are stretched daily across a multitude of tasks - when they need help we want to make it hyper efficient and high quality. Day to Day this means:

- Providing oversight for Customer Support Specialists [Tier 1] including the triage, monitoring of tickets for completeness and timeliness of completion
- Manage customer escalations - leading customers to quality resolutions
- Analyzing customer data to make informed decisions about changes to the team, programming, shift scheduling and staffing
- Maintaining authority and ultimate last point of escalation for the Customer Support Specialists
- Coaching frontline Customer Support Specialists to help them achieve personal and professional goals
- Motivate and develop team of Customer Support Specialists to deliver the best possible issue resolutions to our restaurateurs in the least amount of time, while meeting SLAs
- Meet weekly and monthly call center evaluation metrics
- Ensure SLA commitments are consistently met
===== The Right Ingredients =====
Above all else, all Upserve employees are united in our shared optimism, passion, and enthusiasm for the customers we support through our innovative product. In our daily work, exemplify our values of grit, openness, empathy, Impact, and curiosity. It also means that you enjoy having a big impact, can operate autonomously and possess the following qualifications:

- 3+ years experience in a SaaS or customer service environment
- Exceptional understanding of customer service, technical issue resolution, and support best practices
- Experience with incident management (e.g. outages) and customer communication
- Ability to manage and develop a team of customer-facing employees
- Excellent communication skills, both written and verbal
- History of opportunistically identifying and implementing new programs that drive customer success and/or team development
- Superior data monitoring, analysis, and manipulation skills

===== Upserve's "Mise En Place" =====
Above all else, all Upserve employees are united in our shared passion for the hospitality industry, our product, and the impact we can have on the owners and operators we serve. We have a track record of success, with 100%+ growth in the last 3 years. How do we do it? By providing great value to our customers, and by relentlessly focusing on the details - our Mise En Place (everything in its place).
- Our Net Promoter Scores over the last six months are higher than any other SMB software company
- Our SaaS 'quick ratio' and LTV to CAC is exceeding 4x, making us leaders in the market
- Our newest product features enjoy ~70% weekly active users and nearly 50% daily active users.
- Our leadership hails from top companies like OpenTable, TellMe, BrightCove, Microsoft, and McKinsey.
- Our Board and Investment Partners include Vista Equity Partners, First Round, and Pritzker.

But our focus on excellence doesn't stop there. We offer competitive employee, including the following:
- 100% paid medical and dental coverage with the leading provider nation-wide
- Unlimited Time Off - our policy is "take the time you need, when you need it"       
- A "family first" culture, with generous paid parental and caregiver leave
- 401(k) with built-in financial advisory services
- Quarterly wellness weeks, focused on mental, emotional AND physical health
- Catered healthy lunches daily, as well as organic healthy snacks in our office.
- On-Site dry cleaning pick-up for those who want it...and a flexible "come dressed" policy for others!
- Multiple social clubs, including intramural sport leagues and a monthly "supper club"

Last but not least, Upserve is proud to be an Equal Opportunity Employer! Beyond that, we also care deeply about creating a culture of inclusion, and about improving diversity in tech. We believe in being color brave, not color blind, and partner with a number of local organizations working to improve access to the tech industry for underrepresented groups. These include Project Include, Girls Who Code, Providence IntraCity Geeks, #HackPVD, Code.org, PVD Lady Project, and Rosie's Girls to name a few.
Apply

Director of Customer Support

Customer Implementation and SupportDenver, COFull-time

===== About Upserve =====
Upserve is the industry's leading full-service Restaurant Management Platform. In a single platform, Upserve offers the market-leading cloud point of sale for restaurants, actionable analytics, and seamless integration with leading third-party restaurant apps.  Thousands of restaurants use Upserve to manage relationships with more than 32 million active diners, and to serve over 23 million meals per month.

Upserve is headquartered in Providence with additional offices in San Francisco, New York City and Denver.  We believe that culture is a competitive advantage, and treat it as such -- our values of One Team, Impact, Empathy, Openness, Curiosity and Grit guide our daily actions.   Learn more about what that means from our blog - https://upserve.com/inside-upserve - or by following us on Twitter and Instagram (@InsideUpserve).

===== About the Role =====
Upserve’s Customer Support team is responsible for an incredible customer support, delivering knowledgeable and efficient support to our community of restaurateurs. The Director of Customer Support reports into Mike Coar, Upserve's SVP of Operations.  In this role you'll lead a team of individual contributors and supervisors, considered to be highly knowledgeable, responsive, proactive and with an understanding that our customers are our top priority.

Day to day, this means:
- Develop training and processes based on best practices and innovative solutions to improve customer satisfaction and customer retention
- Define, track and report on key performance indicators to determine support effectiveness and efficiency
- Partner with Implementation and Customer Success on strategic initiatives to constantly improve the customer experience and our overall quality
- Collaborate with our Product and Engineering teams to resolve complex technical issues, document product bugs and influence our product roadmap
- Act as a liaison between Engineering, Customer Success and Sales on technical issues affecting our customers
- Mentoring, coaching, & developing frontline management to continuously exceed performance targets.

=====The Right Ingredients =====
Above all else, all Upserve employees are united in our shared optimism, passion, and enthusiasm for the customers we support through our innovative product. In our daily work, we exemplify our values of grit, openness, empathy, impact, and curiosity. It also means that you enjoy having a big impact, can operate autonomously and possess the following qualifications:

For this role, is responsible for ensuring that Upserve’s Customer Support team is providing a superior customer experience. You will also be adept at balancing short term gains versus a long term foundation for success. Lastly, you use data and metrics to drive decisions.

- 7+ years of experience leading and scaling small to medium call center operations
- Demonstrated success in managing call center functions, including hiring, scheduling, workforce management, quality assurance, and performance management
- Demonstrated understanding of CSAT / NPS drivers and survey methodology
- Understanding of call center technology applications and systems
- Ability to identify process gaps and drive improvements that scale.Experience using Salesforce.com as the case management platform
===== Upserve's "Mise En Place" =====
Above all else, all Upserve employees are united in our shared passion for the hospitality industry, our product, and the impact we can have on the owners and operators we serve. We have a track record of success, with 100%+ growth in the last 3 years. How do we do it? By providing great value to our customers, and by relentlessly focusing on the details - our Mise En Place (everything in its place).
- Our Net Promoter Scores over the last six months are higher than any other SMB software company
- Our SaaS 'quick ratio' and LTV to CAC is exceeding 4x, making us leaders in the market
- Our newest product features enjoy ~70% weekly active users and nearly 50% daily active users.
- Our leadership hails from top companies like OpenTable, TellMe, BrightCove, Microsoft, and McKinsey.
- Our Board and Investment Partners include Vista Equity Partners, First Round, and Pritzker.

But our focus on excellence doesn't stop there. We offer competitive employee, including the following:
- 100% paid medical and dental coverage with the leading provider nation-wide
- Unlimited Time Off - our policy is "take the time you need, when you need it"       
- A "family first" culture, with generous paid parental and caregiver leave
- 401(k) with built-in financial advisory services
- Quarterly wellness weeks, focused on mental, emotional AND physical health
- Catered healthy lunches daily, as well as organic healthy snacks in our office.
- On-Site dry cleaning pick-up for those who want it...and a flexible "come dressed" policy for others!
- Multiple social clubs, including intramural sport leagues and a monthly "supper club"

Last but not least, Upserve is proud to be an Equal Opportunity Employer! Beyond that, we also care deeply about creating a culture of inclusion, and about improving diversity in tech. We believe in being color brave, not color blind, and partner with a number of local organizations working to improve access to the tech industry for underrepresented groups. These include Project Include, Girls Who Code, Providence IntraCity Geeks, #HackPVD, Code.org, PVD Lady Project, and Rosie's Girls to name a few.
Apply

Implementation Specialist

Customer Implementation and SupportProvidence, RIFull-time

===== About Upserve =====
Upserve is the industry's leading full-service Restaurant Management Platform. In a single platform, Upserve offers the market-leading cloud point of sale for restaurants, actionable analytics, and seamless integration with leading third-party restaurant apps.  Thousands of restaurants use Upserve to manage relationships with more than 32 million active diners, and to serve over 23 million meals per month.

Upserve is headquartered in Providence with additional offices in San Francisco, New York City and Denver.  We believe that culture is a competitive advantage, and treat it as such -- our values of One Team, Impact, Empathy, Openness, Curiosity and Grit guide our daily actions.   Learn more about what that means from our blog - https://upserve.com/inside-upserve - or by following us on Twitter and Instagram (@InsideUpserve).

===== About the Role =====
The Implementation Specialist reports to our Director, Customer Implementation (Vinny Gebhart) and will provide an outstanding customer experience that is driven by technical expertise and urgency to meet our customers’ needs. As the face of Upserve post-sales, the Implementation Specialist is responsible for ensuring restaurants' smooth transition onto the Upserve platform.

Day to day this means:
- Working with our customers to launch with Upserve, communicating primarily via phone and email
- Assisting customers with menu configuration, hardware, network and payment set-up
- Using Salesforce, Desk.com, and other web-based dashboards to manage the implementation process
- Collaborating with internal teams to constantly improve onboarding processes and execution
- Ensuring a seamless transition for customers with world-class service and a positive user experience

===== The Right Ingredients =====
For a highly motivated individual this is a phenomenal way to continue working with the hospitality industry, while also getting a 'Mini-MBA' from a growing and dynamic technology company! If you're a "roll up your sleeves, learn on the job" type that values teamwork, personal achievement, and good food - you'll fit right in! Additionally an Implementation Specialist should possess the following:

- Bachelors of Arts or Bachelors of Science in a related field or equivalent experience
- Superb phone presence and exceptional written and email communication skills
- Ability to learn CRM technology such as Salesforce and web-based tools quickly
- Proficiency in basic technical support including router setup and general troubleshooting
- Ability to pay great attention to detail and manage competing priorities
- Thoughtful and proactive nature; you can listen beyond what is being asked
- Drive to exceed expectations by helping small businesses succeed with Upserve


===== Upserve's "Mise En Place" =====
Above all else, all Upserve employees are united in our shared passion for the hospitality industry, our product, and the impact we can have on the owners and operators we serve. We have a track record of success, with 100%+ growth in the last 3 years. How do we do it? By providing great value to our customers, and by relentlessly focusing on the details - our Mise En Place (everything in its place).
- Our Net Promoter Scores over the last six months are higher than any other SMB software company
- Our SaaS 'quick ratio' and LTV to CAC is exceeding 4x, making us leaders in the market
- Our newest product features enjoy ~70% weekly active users and nearly 50% daily active users.
- Our leadership hails from top companies like OpenTable, TellMe, BrightCove, Microsoft, and McKinsey.
- Our Board and Investment Partners include Vista Equity Partners, First Round, and Pritzker.

But our focus on excellence doesn't stop there. We offer competitive employee, including the following:
- 100% paid medical and dental coverage with the leading provider nation-wide
- Unlimited Time Off - our policy is "take the time you need, when you need it"       
- A "family first" culture, with generous paid parental and caregiver leave
- 401(k) with built-in financial advisory services
- Quarterly wellness weeks, focused on mental, emotional AND physical health
- Catered healthy lunches daily, as well as organic healthy snacks in our office.
- On-Site dry cleaning pick-up for those who want it...and a flexible "come dressed" policy for others!
- Multiple social clubs, including intramural sport leagues and a monthly "supper club"

Last but not least, Upserve is proud to be an Equal Opportunity Employer! Beyond that, we also care deeply about creating a culture of inclusion, and about improving diversity in tech. We believe in being color brave, not color blind, and partner with a number of local organizations working to improve access to the tech industry for underrepresented groups. These include Project Include, Girls Who Code, Providence IntraCity Geeks, #HackPVD, Code.org, PVD Lady Project, and Rosie's Girls to name a few.
Apply

IT Specialist

TalentDenver, COFull-time

===== About Upserve =====
Upserve is the industry's leading full-service Restaurant Management Platform. In a single platform, Upserve offers the market-leading cloud point of sale for restaurants, actionable analytics, and seamless integration with leading third-party restaurant apps.  Thousands of restaurants use Upserve to manage relationships with more than 32 million active diners, and to serve over 23 million meals per month.

Upserve is headquartered in Providence with additional offices in San Francisco, New York City and Denver.  We believe that culture is a competitive advantage, and treat it as such -- our values of One Team, Impact, Empathy, Openness, Curiosity and Grit guide our daily actions.   Learn more about what that means from our blog - https://upserve.com/inside-upserve - or by following us on Twitter and Instagram (@InsideUpserve).

===== About the Role =====

Upserve is hiring a talented and highly motivated IT Specialist to help us establish a new office in Denver! The IT Specialist will be the sole representative of the IT function in the Denver office and, as such, will have a high level of autonomy and influence. The ideal candidate for this role is someone who thrives in a fast-paced environment, is customer service oriented, has a proactive approach to problem-solving, and is passionate about continuous improvement.

Under the guidance of the IT Operations Manager, the IT Specialist plays a critical role in ensuring that Upserve’s employees have the technical resources required to adequately perform in their roles. The IT Specialist will be responsible for the full life-cycle of employee technical support including provisioning, technical support, networking, and security. Most importantly, the IT Specialist will serve as a key point of contact for Upserve's Talent and Operations team and will promote the team's primary mission of empowering employees to succeed through engaging and supportive internal customer service.

===== Requirements =====

EXPERIENCE
- 2+ years experience in IT support​ including HelpDesk and Networking responsibilities

TECHNICAL SKILLS
- Excellent technical troubleshooting skills
- Strong Mac OS and Hardware experience
- G-Suite, ZenDesk, Bettercloud, Jamf experience a plus
- Knowledge of LAN/WAN networks, TCP/IP protocols and network technologies preferred
 
NON-TECHNICAL SKILLS
- Ability to adapt quickly in a rapidly changing environment
- Excellent Communication skills- ability to communicate technical information to non-technical audiences
- Customer- service orientation
- Self motivated, autonomous approach to work
- Ability to appropriately triage competing priorities and adjust focus accordingly
- Orientation toward proactive problem-solving and continuous process improvement

OTHER REQUIREMENTS
- Must be able to lift and transfer monitors and desktop systems as required (~40 pounds)
===== Upserve's "Mise En Place" =====
Above all else, all Upserve employees are united in our shared passion for the hospitality industry, our product, and the impact we can have on the owners and operators we serve. We have a track record of success, with 100%+ growth in the last 3 years. How do we do it? By providing great value to our customers, and by relentlessly focusing on the details - our Mise En Place (everything in its place).
- Our Net Promoter Scores over the last six months are higher than any other SMB software company
- Our SaaS 'quick ratio' and LTV to CAC is exceeding 4x, making us leaders in the market
- Our newest product features enjoy ~70% weekly active users and nearly 50% daily active users.
- Our leadership hails from top companies like OpenTable, TellMe, BrightCove, Microsoft, and McKinsey.
- Our Board and Investment Partners include Vista Equity Partners, First Round, and Pritzker.

But our focus on excellence doesn't stop there. We offer competitive employee, including the following:
- 100% paid medical and dental coverage with the leading provider nation-wide
- Unlimited Time Off - our policy is "take the time you need, when you need it"       
- A "family first" culture, with generous paid parental and caregiver leave
- 401(k) with built-in financial advisory services
- Quarterly wellness weeks, focused on mental, emotional AND physical health
- Catered healthy lunches daily, as well as organic healthy snacks in our office.
- On-Site dry cleaning pick-up for those who want it...and a flexible "come dressed" policy for others!
- Multiple social clubs, including intramural sport leagues and a monthly "supper club"

Last but not least, Upserve is proud to be an Equal Opportunity Employer! Beyond that, we also care deeply about creating a culture of inclusion, and about improving diversity in tech. We believe in being color brave, not color blind, and partner with a number of local organizations working to improve access to the tech industry for underrepresented groups. These include Project Include, Girls Who Code, Providence IntraCity Geeks, #HackPVD, Code.org, PVD Lady Project, and Rosie's Girls to name a few.
Apply

IT Specialist

TalentProvidence, RIFull-time

===== About Upserve =====
Upserve is the industry's leading full-service Restaurant Management Platform. In a single platform, Upserve offers the market-leading cloud point of sale for restaurants, actionable analytics, and seamless integration with leading third-party restaurant apps.  Thousands of restaurants use Upserve to manage relationships with more than 32 million active diners, and to serve over 23 million meals per month.

Upserve is headquartered in Providence with additional offices in San Francisco, New York City and Denver.  We believe that culture is a competitive advantage, and treat it as such -- our values of One Team, Impact, Empathy, Openness, Curiosity and Grit guide our daily actions.   Learn more about what that means from our blog - https://upserve.com/inside-upserve - or by following us on Twitter and Instagram (@InsideUpserve).

===== About the Role =====

Upserve is hiring a talented and highly motivated IT Specialist to help us establish a new office in Denver! The IT Specialist will be the sole representative of the IT function in the Denver office and, as such, will have a high level of autonomy and influence. The ideal candidate for this role is someone who thrives in a fast-paced environment, is customer service oriented, has a proactive approach to problem-solving, and is passionate about continuous improvement.

Under the guidance of the IT Operations Manager, the IT Specialist plays a critical role in ensuring that Upserve’s employees have the technical resources required to adequately perform in their roles. The IT Specialist will be responsible for the full life-cycle of employee technical support including provisioning, technical support, networking, and security. Most importantly, the IT Specialist will serve as a key point of contact for Upserve's Talent and Operations team and will promote the team's primary mission of empowering employees to succeed through engaging and supportive internal customer service.

===== Requirements =====

EXPERIENCE
- 2+ years experience in IT support​ including HelpDesk and Networking responsibilities

TECHNICAL SKILLS
- Excellent technical troubleshooting skills
- Strong Mac OS and Hardware experience
- G-Suite, ZenDesk, Bettercloud, Jamf experience a plus
- Knowledge of LAN/WAN networks, TCP/IP protocols and network technologies preferred
 
NON-TECHNICAL SKILLS
- Ability to adapt quickly in a rapidly changing environment
- Excellent Communication skills- ability to communicate technical information to non-technical audiences
- Customer- service orientation
- Self motivated, autonomous approach to work
- Ability to appropriately triage competing priorities and adjust focus accordingly
- Orientation toward proactive problem-solving and continuous process improvement

OTHER REQUIREMENTS
- Must be able to lift and transfer monitors and desktop systems as required (~40 pounds)
===== Upserve's "Mise En Place" =====
Above all else, all Upserve employees are united in our shared passion for the hospitality industry, our product, and the impact we can have on the owners and operators we serve. We have a track record of success, with 100%+ growth in the last 3 years. How do we do it? By providing great value to our customers, and by relentlessly focusing on the details - our Mise En Place (everything in its place).
- Our Net Promoter Scores over the last six months are higher than any other SMB software company
- Our SaaS 'quick ratio' and LTV to CAC is exceeding 4x, making us leaders in the market
- Our newest product features enjoy ~70% weekly active users and nearly 50% daily active users.
- Our leadership hails from top companies like OpenTable, TellMe, BrightCove, Microsoft, and McKinsey.
- Our Board and Investment Partners include Vista Equity Partners, First Round, and Pritzker.

But our focus on excellence doesn't stop there. We offer competitive employee, including the following:
- 100% paid medical and dental coverage with the leading provider nation-wide
- Unlimited Time Off - our policy is "take the time you need, when you need it"       
- A "family first" culture, with generous paid parental and caregiver leave
- 401(k) with built-in financial advisory services
- Quarterly wellness weeks, focused on mental, emotional AND physical health
- Catered healthy lunches daily, as well as organic healthy snacks in our office.
- On-Site dry cleaning pick-up for those who want it...and a flexible "come dressed" policy for others!
- Multiple social clubs, including intramural sport leagues and a monthly "supper club"

Last but not least, Upserve is proud to be an Equal Opportunity Employer! Beyond that, we also care deeply about creating a culture of inclusion, and about improving diversity in tech. We believe in being color brave, not color blind, and partner with a number of local organizations working to improve access to the tech industry for underrepresented groups. These include Project Include, Girls Who Code, Providence IntraCity Geeks, #HackPVD, Code.org, PVD Lady Project, and Rosie's Girls to name a few.
Apply

Lead Marketo Specialist

Revenue OperationsMulti LocationFull-time

===== About Upserve =====
Upserve is the industry's leading full-service Restaurant Management Platform. In a single platform, Upserve offers the market-leading cloud point of sale for restaurants, actionable analytics, and seamless integration with leading third-party restaurant apps.  Thousands of restaurants use Upserve to manage relationships with more than 32 million active diners, and to serve over 23 million meals per month.

Upserve is headquartered in Providence with additional offices in San Francisco, New York City and Denver.  We believe that culture is a competitive advantage, and treat it as such -- our values of One Team, Impact, Empathy, Openness, Curiosity and Grit guide our daily actions.   Learn more about what that means from our blog - https://upserve.com/inside-upserve - or by following us on Twitter and Instagram (@InsideUpserve).

===== About this Role =====
Marketing Operations is the foundation of our demand generation programs. The Lead Marketo/Marketing Operations Specialist will work with our Director of Revenue Operations as well as other leaders in the organization to manage the systems, tools, and technology that enable efficient and effective marketing campaigns. You will enable our customer-facing teams to grow our pipeline, lift win rates and slash time out of the sales cycle, while delighting our existing installed base to drive up engagement, reduce churn, generate referrals and up-sell. You will make a direct contribution to continuing our rapid growth as a world-class revenue organization. This role can be based in our Providence or New York City offices.

Day to day, your responsibilities will include:
- Workflow Architecture and Automation: Collaborating with key stakeholders to identify gaps in current processes and systems, and optimizing workflows for revenue team productivity.
- Marketo Campaign Execution: Working with the demand generation team to operationalize marketing campaigns between Marketo and Salesforce.
- Measurement, Tracking, Reporting: Configure analytics tools to capture and analyze programmatic data. Extract and share actionable insights with team.
- Lead Management: Maintain, enhance and optimize our lead management process in coordination with the sales and marketing team leads.
- Database Hygiene: Work with team to maintain database health - ensure data cleanliness & completeness leveraging tools in Marketo, SalesForce & other third-party data providers.
- Revenue Tech Stack Management: Assessing, administering, and maintaining the wide variety of internal tools used by our customer-facing teams.
- Working closely with the other members of the Revenue Operations team on cross-functional, transformative projects

===== The Right Ingredients =====
You're a comprehensive problem solver who doesn’t just identify issues, but comes to the table with proposed solutions.  You have strong project management and superior communication skills, and you take ownership of your work.  You understand how to accelerate growth by creating scalable marketing programs through automation.  You enjoy working in a fast-paced environment and are committed to the Revenue Operations team’s goal of creating a reliable and consistently high-achieving Revenue organization.

- BA/BS or equivalent working experience
- 3+ years experience with marketing automation/email service provider or tool (Marketo preferred).
- A strong knowledge of marketing automation and email marketing best practices
- Strong knowledge of Salesforce.com (or other CRM tool), specifically how different SFDC objects interact with Marketo
- Thorough understanding of workflow processes and systems to optimize marketing and sales productivity.
-Understanding of SaaS B2B marketing metrics and funnels; comfort using math to make decisions
- Superior written and verbal communication skills, with the ability to convey highly technical information in an easy-to-understand manner.
- Excellent organizational skills and experience managing multiple, competing priorities
- Ability to work cooperatively across departments
- Working knowledge of HTML, CSS, and JavaScript development and constraints (don’t need you to code, just be able to work closely with developers)
- Up-to-date with the latest trends and best practices in lead nurturing and lifecycle marketing
===== Upserve's "Mise En Place" =====
Above all else, all Upserve employees are united in our shared passion for the hospitality industry, our product, and the impact we can have on the owners and operators we serve. We have a track record of success, with 100%+ growth in the last 3 years. How do we do it? By providing great value to our customers, and by relentlessly focusing on the details - our Mise En Place (everything in its place).
- Our Net Promoter Scores over the last six months are higher than any other SMB software company
- Our SaaS 'quick ratio' and LTV to CAC is exceeding 4x, making us leaders in the market
- Our newest product features enjoy ~70% weekly active users and nearly 50% daily active users.
- Our leadership hails from top companies like OpenTable, TellMe, BrightCove, Microsoft, and McKinsey.
- Our Board and Investment Partners include Vista Equity Partners, First Round, and Pritzker.

But our focus on excellence doesn't stop there. We offer competitive employee, including the following:
- 100% paid medical and dental coverage with the leading provider nation-wide
- Unlimited Time Off - our policy is "take the time you need, when you need it"       
- A "family first" culture, with generous paid parental and caregiver leave
- 401(k) with built-in financial advisory services
- Quarterly wellness weeks, focused on mental, emotional AND physical health
- Catered healthy lunches daily, as well as organic healthy snacks in our office.
- On-Site dry cleaning pick-up for those who want it...and a flexible "come dressed" policy for others!
- Multiple social clubs, including intramural sport leagues and a monthly "supper club"

Last but not least, Upserve is proud to be an Equal Opportunity Employer! Beyond that, we also care deeply about creating a culture of inclusion, and about improving diversity in tech. We believe in being color brave, not color blind, and partner with a number of local organizations working to improve access to the tech industry for underrepresented groups. These include Project Include, Girls Who Code, Providence IntraCity Geeks, #HackPVD, Code.org, PVD Lady Project, and Rosie's Girls to name a few.
Apply

Lead User Experience Designer

Product ManagementProvidence, RIFull-time

===== About Upserve =====
Upserve is the industry's leading full-service Restaurant Management Platform. In a single platform, Upserve offers the market-leading cloud point of sale for restaurants, actionable analytics, and seamless integration with leading third-party restaurant apps.  Thousands of restaurants use Upserve to manage relationships with more than 32 million active diners, and to serve over 23 million meals per month.

Upserve is headquartered in Providence with additional offices in San Francisco, New York City and Denver.  We believe that culture is a competitive advantage, and treat it as such -- our values of One Team, Impact, Empathy, Openness, Curiosity and Grit guide our daily actions.   Learn more about what that means from our blog - https://upserve.com/inside-upserve - or by following us on Twitter and Instagram (@InsideUpserve).

If you love making things happen, owning the product design lifecycle, and seeing people use your work, we’d love to hear from you.
As the lead product designer at Upserve, you will deliver great products to help thousands of restaurants across the US create great guest experiences. Our products are purpose-built for restaurants and include Breadcrumb Point of Sale, a Reporting and Analytics platform, diner loyalty and online ordering platforms, and more.  

Responsibilities
You’ll work closely with product managers, product marketing, and engineering to deliver experiences that help restaurants operate more efficiently, deliver better hospitality and generate more profit. You’ll own our design process, leading brainstorms, research and testing, user journey mapping,  design review sessions, and development of our design language. You’ll deliver thoughtful UI/UX experiences that are ready for engineering and you’ll work closely with our front end engineers to continuously improve our design and delivery processes.

This is a high-visibility, high-impact position reporting directly to the Vice President of Product.

Required Qualifications
- A strong portfolio featuring web and mobile interfaces with 3+ years of experience in visual design and or user experience design
- Knowledge of Lean Design, HCD, or Design Thinking principles.
- Proficiency in design and prototyping software (Balsamiq, Sketch, XD, Invision, Axure - tools for wireframing and prototyping).
- Understanding of the technologies that power our products (React, JS, native apps, CSS, etc. )  
- Experience managing design process and delivery end to end, including design asset management.  
 - Experience with user testing, A/B testing and funnel optimization (UserTesting.com, Optimizely, or others).
- Excellent communication, leadership and collaborative skills. (You will run brainstorming, training and design review sessions.)   
- Ability to incorporate both quantitative and qualitative feedback into design iterations  
- A passion for helping local merchants leverage big data to grow their businesses
- Experience with continuous improvement of processes

Preferred Qualifications/ Bonus Points
- An awesome Dribbble / behance / design blog / website
- SaaS / SMB software design experience  
- Experience in a fast-paced, high productivity, start-up environment

About the Team
We’re a small (6 PMs, 2 Designers), fast-moving team. In 2017, we’ve shipped 9 app releases, a new mobile app, diner-facing online ordering, and a dozen updates to reporting and analytics. We stay close to our partners in engineering, customer success, marketing, and sales. We stay even closer to our customers; it’s easy when your customer visits are at restaurants!  This role is based in beautiful Providence, Rhode Island.
===== Upserve's "Mise En Place" =====
Above all else, all Upserve employees are united in our shared passion for the hospitality industry, our product, and the impact we can have on the owners and operators we serve. We have a track record of success, with 100%+ growth in the last 3 years. How do we do it? By providing great value to our customers, and by relentlessly focusing on the details - our Mise En Place (everything in its place).
- Our Net Promoter Scores over the last six months are higher than any other SMB software company
- Our SaaS 'quick ratio' and LTV to CAC is exceeding 4x, making us leaders in the market
- Our newest product features enjoy ~70% weekly active users and nearly 50% daily active users.
- Our leadership hails from top companies like OpenTable, TellMe, BrightCove, Microsoft, and McKinsey.
- Our Board and Investment Partners include Vista Equity Partners, First Round, and Pritzker.

But our focus on excellence doesn't stop there. We offer competitive employee, including the following:
- 100% paid medical and dental coverage with the leading provider nation-wide
- Unlimited Time Off - our policy is "take the time you need, when you need it"       
- A "family first" culture, with generous paid parental and caregiver leave
- 401(k) with built-in financial advisory services
- Quarterly wellness weeks, focused on mental, emotional AND physical health
- Catered healthy lunches daily, as well as organic healthy snacks in our office.
- On-Site dry cleaning pick-up for those who want it...and a flexible "come dressed" policy for others!
- Multiple social clubs, including intramural sport leagues and a monthly "supper club"

Last but not least, Upserve is proud to be an Equal Opportunity Employer! Beyond that, we also care deeply about creating a culture of inclusion, and about improving diversity in tech. We believe in being color brave, not color blind, and partner with a number of local organizations working to improve access to the tech industry for underrepresented groups. These include Project Include, Girls Who Code, Providence IntraCity Geeks, #HackPVD, Code.org, PVD Lady Project, and Rosie's Girls to name a few.
Apply

Manager, Customer Success

Customer Success and Account ManagementProvidence, RIFull-time

===== About Upserve =====
Upserve is the industry's leading full-service Restaurant Management Platform. In a single platform, Upserve offers the market-leading cloud point of sale for restaurants, actionable analytics, and seamless integration with leading third-party restaurant apps.  Thousands of restaurants use Upserve to manage relationships with more than 32 million active diners, and to serve over 23 million meals per month.

Upserve is headquartered in Providence with additional offices in San Francisco, New York City and Denver.  We believe that culture is a competitive advantage, and treat it as such -- our values of One Team, Impact, Empathy, Openness, Curiosity and Grit guide our daily actions.   Learn more about what that means from our blog - https://upserve.com/inside-upserve - or by following us on Twitter and Instagram (@InsideUpserve).

===== About the Role =====
Upserve’s Customer Success team is responsible for an incredible customer experience, delivering joy and delight to our community of restaurateurs. At Upserve, our Customer Success Managers (CSMs) help build thriving customer relationships, ensuring high levels of customer satisfaction, successful engagement with our software, increased retention, and a consistently strong and positive experience with our brand. Reporting to our Senior Director of Customer Success, the Manager of Customer Success leads teams of CSMs, supervising and mentoring them to become trusted strategic advisors to our customers and high performance professionals that execute across the entire Upserve organization.  Day to day this means:

- Developing and mentoring a team of passionate and motivated customer success managers, building a culture of high performance and customer-focused results.
- Forecasting key performance indicators for account segments, including churn and referrals.
- Reporting on customer engagement with our products and services using Totango, Salesforce, and other systems.
- Managing usage and adoption programs, arming you and your team with the tactics to maximize customer business results.
- Working collaboratively across the Upserve organization to advocate for the customer, including escalations, product feedback, and strategic partnership opportunities.
- Design, develop, and deliver customer engagements that mitigate risk, reduce churn, drive referrals, and maximize account health.
- Advocate for customers in driving best practices in our work, aligning their business roadmap with our products and platform, and engaging them as a community.

===== The Right Ingredients =====
For a highly motivated emerging professional, this role provides an excellent opportunity with setting the customer success strategy and leading a team in a fast-paced and creative restaurant technology company. We are looking for a “roll up your sleeves and get it done” type that thrives in an environment where you are putting a framework around big initiatives. You should possess the following qualifications:

- 5 to 7 years of progressive experience in customer success or client services
- 3 to 5 years of people management experience
- Prior experience with restaurant technology and point-of-sale preferred
- Experience with teams of CSMs managing hundreds of customers
- Proficiency with revenue forecasting based on renewals and referrals
- Strong written and verbal communication skills
- Excellent organizational skills and experience managing competing priorities.
- Proficiency developing and delivering awareness and education for customers.


===== Upserve's "Mise En Place" =====
Above all else, all Upserve employees are united in our shared passion for the hospitality industry, our product, and the impact we can have on the owners and operators we serve. We have a track record of success, with 100%+ growth in the last 3 years. How do we do it? By providing great value to our customers, and by relentlessly focusing on the details - our Mise En Place (everything in its place).
- Our Net Promoter Scores over the last six months are higher than any other SMB software company
- Our SaaS 'quick ratio' and LTV to CAC is exceeding 4x, making us leaders in the market
- Our newest product features enjoy ~70% weekly active users and nearly 50% daily active users.
- Our leadership hails from top companies like OpenTable, TellMe, BrightCove, Microsoft, and McKinsey.
- Our Board and Investment Partners include Vista Equity Partners, First Round, and Pritzker.

But our focus on excellence doesn't stop there. We offer competitive employee, including the following:
- 100% paid medical and dental coverage with the leading provider nation-wide
- Unlimited Time Off - our policy is "take the time you need, when you need it"       
- A "family first" culture, with generous paid parental and caregiver leave
- 401(k) with built-in financial advisory services
- Quarterly wellness weeks, focused on mental, emotional AND physical health
- Catered healthy lunches daily, as well as organic healthy snacks in our office.
- On-Site dry cleaning pick-up for those who want it...and a flexible "come dressed" policy for others!
- Multiple social clubs, including intramural sport leagues and a monthly "supper club"

Last but not least, Upserve is proud to be an Equal Opportunity Employer! Beyond that, we also care deeply about creating a culture of inclusion, and about improving diversity in tech. We believe in being color brave, not color blind, and partner with a number of local organizations working to improve access to the tech industry for underrepresented groups. These include Project Include, Girls Who Code, Providence IntraCity Geeks, #HackPVD, Code.org, PVD Lady Project, and Rosie's Girls to name a few.
Apply

Network Support Specialist

Customer Implementation and SupportDenver, COFull-time

===== About Upserve =====
Upserve is the industry's leading full-service Restaurant Management Platform. In a single platform, Upserve offers the market-leading cloud point of sale for restaurants, actionable analytics, and seamless integration with leading third-party restaurant apps.  Thousands of restaurants use Upserve to manage relationships with more than 32 million active diners, and to serve over 23 million meals per month.

Upserve is headquartered in Providence with additional offices in San Francisco, New York City and Denver.  We believe that culture is a competitive advantage, and treat it as such -- our values of One Team, Impact, Empathy, Openness, Curiosity and Grit guide our daily actions.   Learn more about what that means from our blog - https://upserve.com/inside-upserve - or by following us on Twitter and Instagram (@InsideUpserve).

The Network Support Specialist [NSS] will provide support for the Upserve's product users and are key contributor to the Upserve customer experience. The NSS are specialists in networking technologies used by Upserve's Breadcrumb POS deployment. They will also provide escalation support to other team members on networking issues.

Day to Day this means:
- Act as a networking expert with Cisco Meraki equipment and serve as a mentor and critical escalation point for lower tiered support.
- Analyze alerts and data trends from monitoring systems which monitor our customer networks.
- Ensure SLA commitments are consistently met.
- Participate in an on call rotation and incident management tasks.
- Assist in the design, implementation, and maintenance of monitoring systems for customer networks.
- Interface directly with customers on complex, escalated issues needing specialist attention.
- Maintain a high level of professionalism and integrity while performing all tasks.
===== The Right Ingredients =====
Above all else, all Upserve employees are united in our shared optimism, passion, and enthusiasm for the customers we support through our innovative product. In our daily work, exemplify our values of grit, openness, empathy, Impact, and curiosity. It also means that you enjoy having a big impact, can operate autonomously and possess the following qualifications:
- Minimum of a 2 year technical degree or similar experience
- 3-5 years of IT experience with direct network management tasks
- Cisco certifications is a plus
- Understanding of TCP/IP networking, network security, firewalls, routing, and switching is required
- Prior experience in B2C or High Impact B2B platforms

===== Upserve's "Mise En Place" =====
Above all else, all Upserve employees are united in our shared passion for the hospitality industry, our product, and the impact we can have on the owners and operators we serve. We have a track record of success, with 100%+ growth in the last 3 years. How do we do it? By providing great value to our customers, and by relentlessly focusing on the details - our Mise En Place (everything in its place).
- Our Net Promoter Scores over the last six months are higher than any other SMB software company
- Our SaaS 'quick ratio' and LTV to CAC is exceeding 4x, making us leaders in the market
- Our newest product features enjoy ~70% weekly active users and nearly 50% daily active users.
- Our leadership hails from top companies like OpenTable, TellMe, BrightCove, Microsoft, and McKinsey.
- Our Board and Investment Partners include Vista Equity Partners, First Round, and Pritzker.

But our focus on excellence doesn't stop there. We offer competitive employee, including the following:
- 100% paid medical and dental coverage with the leading provider nation-wide
- Unlimited Time Off - our policy is "take the time you need, when you need it"       
- A "family first" culture, with generous paid parental and caregiver leave
- 401(k) with built-in financial advisory services
- Quarterly wellness weeks, focused on mental, emotional AND physical health
- Catered healthy lunches daily, as well as organic healthy snacks in our office.
- On-Site dry cleaning pick-up for those who want it...and a flexible "come dressed" policy for others!
- Multiple social clubs, including intramural sport leagues and a monthly "supper club"

Last but not least, Upserve is proud to be an Equal Opportunity Employer! Beyond that, we also care deeply about creating a culture of inclusion, and about improving diversity in tech. We believe in being color brave, not color blind, and partner with a number of local organizations working to improve access to the tech industry for underrepresented groups. These include Project Include, Girls Who Code, Providence IntraCity Geeks, #HackPVD, Code.org, PVD Lady Project, and Rosie's Girls to name a few.
Apply

Network Support Specialist

Customer Implementation and SupportProvidence, RIFull-time

===== About Upserve =====
Upserve is the industry's leading full-service Restaurant Management Platform. In a single platform, Upserve offers the market-leading cloud point of sale for restaurants, actionable analytics, and seamless integration with leading third-party restaurant apps.  Thousands of restaurants use Upserve to manage relationships with more than 32 million active diners, and to serve over 23 million meals per month.

Upserve is headquartered in Providence with additional offices in San Francisco, New York City and Denver.  We believe that culture is a competitive advantage, and treat it as such -- our values of One Team, Impact, Empathy, Openness, Curiosity and Grit guide our daily actions.   Learn more about what that means from our blog - https://upserve.com/inside-upserve - or by following us on Twitter and Instagram (@InsideUpserve).

The Network Support Specialist will provide support for the Upserve's product users and are key contributor to the Upserve customer experience. Network Support Specialist are specialists in networking technologies used by Upserve's Breadcrumb POS deployment. They will also provide escalation support to other team members on networking issues.

Day to Day this means:
- Act as a networking expert with Cisco Meraki equipment and serve as a mentor and critical escalation point for lower tiered support.
- Analyze alerts and data trends from monitoring systems which monitor our customer networks.
- Ensure SLA commitments are consistently met.
- Participate in an on call rotation and incident management tasks.
- Assist in the design, implementation, and maintenance of monitoring systems for customer networks.
- Interface directly with customers on complex, escalated issues needing specialist attention.
- Maintain a high level of professionalism and integrity while performing all tasks.
===== The Right Ingredients =====
Above all else, all Upserve employees are united in our shared optimism, passion, and enthusiasm for the customers we support through our innovative product. In our daily work, exemplify our values of grit, openness, empathy, Impact, and curiosity. It also means that you enjoy having a big impact, can operate autonomously and possess the following qualifications:
- Minimum of a 2 year technical degree or similar experience
- 3-5 years of IT experience with direct network management tasks
- Cisco certifications is a plus
- Understanding of TCP/IP networking, network security, firewalls, routing, and switching is required
- Prior experience in B2C or High Impact B2B platforms

===== Upserve's "Mise En Place" =====
Above all else, all Upserve employees are united in our shared passion for the hospitality industry, our product, and the impact we can have on the owners and operators we serve. We have a track record of success, with 100%+ growth in the last 3 years. How do we do it? By providing great value to our customers, and by relentlessly focusing on the details - our Mise En Place (everything in its place).
- Our Net Promoter Scores over the last six months are higher than any other SMB software company
- Our SaaS 'quick ratio' and LTV to CAC is exceeding 4x, making us leaders in the market
- Our newest product features enjoy ~70% weekly active users and nearly 50% daily active users.
- Our leadership hails from top companies like OpenTable, TellMe, BrightCove, Microsoft, and McKinsey.
- Our Board and Investment Partners include Vista Equity Partners, First Round, and Pritzker.

But our focus on excellence doesn't stop there. We offer competitive employee, including the following:
- 100% paid medical and dental coverage with the leading provider nation-wide
- Unlimited Time Off - our policy is "take the time you need, when you need it"       
- A "family first" culture, with generous paid parental and caregiver leave
- 401(k) with built-in financial advisory services
- Quarterly wellness weeks, focused on mental, emotional AND physical health
- Catered healthy lunches daily, as well as organic healthy snacks in our office.
- On-Site dry cleaning pick-up for those who want it...and a flexible "come dressed" policy for others!
- Multiple social clubs, including intramural sport leagues and a monthly "supper club"

Last but not least, Upserve is proud to be an Equal Opportunity Employer! Beyond that, we also care deeply about creating a culture of inclusion, and about improving diversity in tech. We believe in being color brave, not color blind, and partner with a number of local organizations working to improve access to the tech industry for underrepresented groups. These include Project Include, Girls Who Code, Providence IntraCity Geeks, #HackPVD, Code.org, PVD Lady Project, and Rosie's Girls to name a few.
Apply

Partner Sales Manager

Channel and Partner SalesProvidence, RIFull-time

===== About Upserve =====
Upserve is the industry's leading full-service Restaurant Management Platform. In a single platform, Upserve offers the market-leading cloud point of sale for restaurants, actionable analytics, and seamless integration with leading third-party restaurant apps.  Thousands of restaurants use Upserve to manage relationships with more than 32 million active diners, and to serve over 23 million meals per month.

Upserve is headquartered in Providence with additional offices in San Francisco, New York City and Denver.  We believe that culture is a competitive advantage, and treat it as such -- our values of One Team, Impact, Empathy, Openness, Curiosity and Grit guide our daily actions.   Learn more about what that means from our blog - https://upserve.com/inside-upserve - or by following us on Twitter and Instagram (@InsideUpserve).

===== About the Role =====
Our Partner Sales Managers are some of the strongest closers within our business. They report directly to our SVP Alliances and Partner Sales (Brad Kime), and are responsible for driving revenue generation activities from our 3rd party partners

For the true sales professional, this role provides an excellent opportunity to hone your skills while also gaining valuable experience influencing the achievement of others.  If you're a "roll up your sleeves, and get it done" type that thrives in a heavily achievement-oriented environment - we would love to have you on the team!

Day to day, this means:
• Acquiring new partners (typically restaurant consultants, payment ISAs and POS VARs).
• Ramping and educating new partners on Upserve's value proposition and our partner sales process.
• Completing sales demonstrations with customer referrals from dedicated partners.
• Driving expanded revenue production from partners, and accurately forecasting revenue by month.

=====The Right Ingredients =====
For this role, we're looking for ambitious individuals, with a history of achievement through direct and indirect influence, who also have the following qualifications:
            • 4-6 years selling in a Partner/VAR/Channel GTM, preferably in SaaS/Hospitality Tech industry.    
            • Deep understanding of the Restaurant Point-of-Sale VAR ecosystem preferred.
            • Track record of high achievement.
            • Proficiency with revenue forecasting and data reporting; Salesforce experience highly preferred.
            • Excellent written and verbal communication skills.
            • The ability and desire to work in a fast-paced, challenging environment that has high ambiguity.
            • Well defined personal organization system, with a desire to meet deliverables.
            • Comfort with contract negotiations with a partner. Excellent judgement on issues that may result.


===== Upserve's "Mise En Place" =====
Above all else, all Upserve employees are united in our shared passion for the hospitality industry, our product, and the impact we can have on the owners and operators we serve. We have a track record of success, with 100%+ growth in the last 3 years. How do we do it? By providing great value to our customers, and by relentlessly focusing on the details - our Mise En Place (everything in its place).
- Our Net Promoter Scores over the last six months are higher than any other SMB software company
- Our SaaS 'quick ratio' and LTV to CAC is exceeding 4x, making us leaders in the market
- Our newest product features enjoy ~70% weekly active users and nearly 50% daily active users.
- Our leadership hails from top companies like OpenTable, TellMe, BrightCove, Microsoft, and McKinsey.
- Our Board and Investment Partners include Vista Equity Partners, First Round, and Pritzker.

But our focus on excellence doesn't stop there. We offer competitive employee, including the following:
- 100% paid medical and dental coverage with the leading provider nation-wide
- Unlimited Time Off - our policy is "take the time you need, when you need it"       
- A "family first" culture, with generous paid parental and caregiver leave
- 401(k) with built-in financial advisory services
- Quarterly wellness weeks, focused on mental, emotional AND physical health
- Catered healthy lunches daily, as well as organic healthy snacks in our office.
- On-Site dry cleaning pick-up for those who want it...and a flexible "come dressed" policy for others!
- Multiple social clubs, including intramural sport leagues and a monthly "supper club"

Last but not least, Upserve is proud to be an Equal Opportunity Employer! Beyond that, we also care deeply about creating a culture of inclusion, and about improving diversity in tech. We believe in being color brave, not color blind, and partner with a number of local organizations working to improve access to the tech industry for underrepresented groups. These include Project Include, Girls Who Code, Providence IntraCity Geeks, #HackPVD, Code.org, PVD Lady Project, and Rosie's Girls to name a few.
Apply

SEM Manager

MarketingMulti LocationFull-time

===== About Upserve =====
Upserve is the industry's leading full-service Restaurant Management Platform. In a single platform, Upserve offers the market-leading cloud point of sale for restaurants, actionable analytics, and seamless integration with leading third-party restaurant apps.  Thousands of restaurants use Upserve to manage relationships with more than 32 million active diners, and to serve over 23 million meals per month.

Upserve is headquartered in Providence with additional offices in San Francisco, New York City and Denver.  We believe that culture is a competitive advantage, and treat it as such -- our values of One Team, Impact, Empathy, Openness, Curiosity and Grit guide our daily actions.   Learn more about what that means from our blog - https://upserve.com/inside-upserve - or by following us on Twitter and Instagram (@InsideUpserve).

===== About the role =====
Upserve is looking for an innovative SEM expert to manage all pay-per-click (PPC) marketing activities. The SEM Manager will report to our Senior Director, Revenue Marketing and will oversee all paid search campaigns on Google, Facebook and Instagram, as well as other search and display marketing engines. A successful SEM Manager will effectively manage the paid search budget and work with the SEO and greater marketing team to maximize ROI, drive traffic, and customers. This role can be based in our Providence or New York City offices.

Day to day, this means:
- Execute tests, collect and analyze data, identify trends and insights in order to achieve maximum ROI in paid search campaigns
- Manage campaign expenses, staying on budget, estimating monthly costs and reconciling discrepancies
- Track KPIs to assess performance and pinpoint issues including regular reporting and presentations to leadership
- Perform ongoing paid keyword discovery, expansion and optimization
- Optimize copy and landing pages for paid search engine marketing campaigns
- Collaborate with entire marketing organization and suggest and develop new campaigns across multiple channels
- Research and analyze competitor advertising links
- Maintain partnerships with PPC ad platforms and vendors
- Act as internal SEM thought leader and stay abreast on PPC and SEM trends

===== The Right Ingredients =====
The ideal candidate has a desire to apply his or her quantitative background in new and innovative ways to improve Upserve’s paid search strategy as we begin our next growth phase. You are the right person for this role if you have a laser focus on strategizing and executing PPC campaigns that communicate Upserve’s mission, story and products to targeted audiences on the various search and media platforms.

- BS degree in Marketing or a quantitative, test-driven field
- Proven SEM experience and success managing PPC campaigns across Google, Yahoo and Bing
- Well-versed in performance marketing, conversion, and online customer acquisition
- Up-to-date with the latest trends and best practices in search engine marketing
- In-depth experience with bid management tools (e.g., Double Click, Click Equations, Marin, Kenshoo, Search Ignite)
- Experience with website analytics tools (e.g, Google Analytics, NetInsight, Omniture, WebTrends)
- Strong analytical skills and experience generating SEM reports
- Familiarity with A/B and multivariate experiments, multi-touch attribution, and marketing automation systems
- Working knowledge of HTML, CSS, and JavaScript development and constraints, preferred
- AdWords / Bing certification is a plus
===== Upserve's "Mise En Place" =====
Above all else, all Upserve employees are united in our shared passion for the hospitality industry, our product, and the impact we can have on the owners and operators we serve. We have a track record of success, with 100%+ growth in the last 3 years. How do we do it? By providing great value to our customers, and by relentlessly focusing on the details - our Mise En Place (everything in its place).
- Our Net Promoter Scores over the last six months are higher than any other SMB software company
- Our SaaS 'quick ratio' and LTV to CAC is exceeding 4x, making us leaders in the market
- Our newest product features enjoy ~70% weekly active users and nearly 50% daily active users.
- Our leadership hails from top companies like OpenTable, TellMe, BrightCove, Microsoft, and McKinsey.
- Our Board and Investment Partners include Vista Equity Partners, First Round, and Pritzker.

But our focus on excellence doesn't stop there. We offer competitive employee, including the following:
- 100% paid medical and dental coverage with the leading provider nation-wide
- Unlimited Time Off - our policy is "take the time you need, when you need it"       
- A "family first" culture, with generous paid parental and caregiver leave
- 401(k) with built-in financial advisory services
- Quarterly wellness weeks, focused on mental, emotional AND physical health
- Catered healthy lunches daily, as well as organic healthy snacks in our office.
- On-Site dry cleaning pick-up for those who want it...and a flexible "come dressed" policy for others!
- Multiple social clubs, including intramural sport leagues and a monthly "supper club"

Last but not least, Upserve is proud to be an Equal Opportunity Employer! Beyond that, we also care deeply about creating a culture of inclusion, and about improving diversity in tech. We believe in being color brave, not color blind, and partner with a number of local organizations working to improve access to the tech industry for underrepresented groups. These include Project Include, Girls Who Code, Providence IntraCity Geeks, #HackPVD, Code.org, PVD Lady Project, and Rosie's Girls to name a few.
Apply

Senior IT Specialist

TalentDenver, COFull-time

===== About Upserve =====
Upserve is the industry's leading full-service Restaurant Management Platform. In a single platform, Upserve offers the market-leading cloud point of sale for restaurants, actionable analytics, and seamless integration with leading third-party restaurant apps.  Thousands of restaurants use Upserve to manage relationships with more than 32 million active diners, and to serve over 23 million meals per month.

Upserve is headquartered in Providence with additional offices in San Francisco, New York City and Denver.  We believe that culture is a competitive advantage, and treat it as such -- our values of One Team, Impact, Empathy, Openness, Curiosity and Grit guide our daily actions.   Learn more about what that means from our blog - https://upserve.com/inside-upserve - or by following us on Twitter and Instagram (@InsideUpserve).

===== About the Role =====

Upserve is looking for a talented and highly motivated Senior IT Specialist to help us establish a new office in Denver! The Senior IT Specialist will be the sole representative of the IT function in the Denver office and, as such, will have a high level of autonomy and influence. The ideal candidate for this role is someone who thrives in a fast-paced environment, is customer service oriented, has a proactive approach to problem-solving, and is passionate about continuous improvement.

Under the guidance of the IT Operations Manager, the Senior IT Specialist plays a critical role in ensuring that Upserve’s employees have the technical resources required to adequately perform in their roles. Initially, they will participate in the build-out of the office, advising on networking and equipment, communicating with vendors, and assisting in project managing the build. Once the office is established, the Senior IT Specialist will be responsible for the full life-cycle of employee technical support including provisioning, technical support, networking, and security. Most importantly, the Senior IT Specialist will serve as a key point of contact for Upserve's Talent and Operations team and will promote the team's primary mission of empowering employees to succeed through engaging and supportive internal customer service.

===== Requirements =====

EXPERIENCE
- 5+ years experience in IT support​ including HelpDesk and Networking responsibilities
- SaaS/ Call Center experience preferred

TECHNICAL SKILLS
- Excellent technical troubleshooting skills
- Knowledge of LAN/WAN networks, TCP/IP protocols and network technologies
- Strong Mac OS and Hardware experience
- G-Suite, ZenDesk, Bettercloud, Jamf experience a plus
 
NON-TECHNICAL SKILLS
- Ability to adapt quickly in a rapidly changing environment
- Excellent Communication skills- ability to communicate technical information to non-technical audiences
- Customer- service orientation
- Self motivated, autonomous approach to work
- Ability to appropriately triage competing priorities and adjust focus accordingly
- Orientation toward proactive problem-solving and continuous process improvement

OTHER REQUIREMENTS
- Must be able to lift and transfer monitors and desktop systems as required (~40 pounds)
===== Upserve's "Mise En Place" =====
Above all else, all Upserve employees are united in our shared passion for the hospitality industry, our product, and the impact we can have on the owners and operators we serve. We have a track record of success, with 100%+ growth in the last 3 years. How do we do it? By providing great value to our customers, and by relentlessly focusing on the details - our Mise En Place (everything in its place).
- Our Net Promoter Scores over the last six months are higher than any other SMB software company
- Our SaaS 'quick ratio' and LTV to CAC is exceeding 4x, making us leaders in the market
- Our newest product features enjoy ~70% weekly active users and nearly 50% daily active users.
- Our leadership hails from top companies like OpenTable, TellMe, BrightCove, Microsoft, and McKinsey.
- Our Board and Investment Partners include Vista Equity Partners, First Round, and Pritzker.

But our focus on excellence doesn't stop there. We offer competitive employee, including the following:
- 100% paid medical and dental coverage with the leading provider nation-wide
- Unlimited Time Off - our policy is "take the time you need, when you need it"       
- A "family first" culture, with generous paid parental and caregiver leave
- 401(k) with built-in financial advisory services
- Quarterly wellness weeks, focused on mental, emotional AND physical health
- Catered healthy lunches daily, as well as organic healthy snacks in our office.
- On-Site dry cleaning pick-up for those who want it...and a flexible "come dressed" policy for others!
- Multiple social clubs, including intramural sport leagues and a monthly "supper club"

Last but not least, Upserve is proud to be an Equal Opportunity Employer! Beyond that, we also care deeply about creating a culture of inclusion, and about improving diversity in tech. We believe in being color brave, not color blind, and partner with a number of local organizations working to improve access to the tech industry for underrepresented groups. These include Project Include, Girls Who Code, Providence IntraCity Geeks, #HackPVD, Code.org, PVD Lady Project, and Rosie's Girls to name a few.
Apply

SEO Manager

MarketingMulti LocationFull-time

===== About Upserve =====
Upserve is the industry's leading full-service Restaurant Management Platform. In a single platform, Upserve offers the market-leading cloud point of sale for restaurants, actionable analytics, and seamless integration with leading third-party restaurant apps.  Thousands of restaurants use Upserve to manage relationships with more than 32 million active diners, and to serve over 23 million meals per month.

Upserve is headquartered in Providence with additional offices in San Francisco, New York City and Denver.  We believe that culture is a competitive advantage, and treat it as such -- our values of One Team, Impact, Empathy, Openness, Curiosity and Grit guide our daily actions.   Learn more about what that means from our blog - https://upserve.com/inside-upserve - or by following us on Twitter and Instagram (@InsideUpserve).

===== About the role =====
Upserve is looking for a highly motivated SEO Manager to join the marketing team as we scale our business to the next growth phase. You’ll be working closely with the Director of Growth Marketing and the Organic Marketing Programs Manager to make our marketing site best-in-class. In this role, you’ll be a key player in expanding Upserve’s reach and customer acquisition efforts in a fast-growing, hyper competitive market. You’ll collaborate across roles and teams, and drive marketing efforts using your SEO experience and data-backed research. This role can be based in our Providence or New York City offices.

Day to day, this means:
- Monitor daily performance metrics to understand organic search performance across multiple marketing sites (including micro sites)
- Provide weekly and monthly performance for traffic, keyword/page/site level metrics and communicate to internal stakeholders
- Provide competitive intel and benchmark Upserve’s performance against our competition, and develop competitive campaigns to outrank and outgrow them
- Perform granular traffic and conversion analyses to gain insight into keyword and page performance
- Analyze multivariate results and make recommendations at a rapid pace
- Optimize internal linking structures to maximize our keyword portfolio rankings
- Provide recommendations for META data, headings, internal links and URLs
- Develop a training process for marketing stakeholders to ensure alignment of SEO across the brand
- Design monthly campaigns and initiatives to spearhead organic search traffic growth, rank and lead acquisition in partnership with our content marketing initiatives
- Aggressively grow our backlink profile while diligently ensuring quality to improve domain rating and URL rating
- Keep abreast of the latest SEO developments and news, especially as it pertains to technical aspects of sites such as JS and AJAX best practices
- Develop and maintain a world-class SEO analytics stack (rank tracking, crawl reports, competitive intelligence)
- Analyze and translate new industry trends quarterly objectives

===== The Right Ingredients =====
The ideal candidate is analytical but hypercompetitive. You should be comfortable jumping from tool to tool every day, seeking out new opportunities to grow in both greenfield and competitive spaces, and making recommendations across teams based on deep analysis of our customers’ research habits and preferences. You’re able to make technical changes that will increase onsite conversions while conducting keyword experiments and campaigns that deliver engaged traffic. For you, seeing badly coded metadata is like hearing fingernails on a chalkboard. If you wake up thinking about search ranking, then this is a good fit for you.

- BA or BS degree (preferably in a quantitative field of study)
- 5+ years SEO experience with an industry leading website.
- In-house SEO experience a plus.
- Experience with webmaster tools, reporting tools and optimization tools (examples: ahrefs, Moz, Optimizely, HotJar, Brightcove, BuzzSumo, WordPress, Omniture and others)
- Advanced skill with Excel and Google Sheets. Exposure to SQL. WordPress Experience a must.
- Advanced Experience with Google Analytics.
- SFDC experience a plus.
- Understanding of the variables that influence search traffic the most and how to optimize them.
- Strong writing skills.
- Knowledge of SEO best practices - specifically around on-site vs. off-site strategies/tactics.
- Proven track record of growing organic traffic and lead acquisition.
- Must be comfortable working in an open floor plan office environment.

Bonus Qualities
- Restaurant or Hospitality experience a plus.
- A sense of humor.
- Experience with Google Webmaster Tools (Search Console), Ahrefs, SEMrush, Brightcove, Google Analytics, WordPress, Yoast Premium, Kissmetrics/Mixpanel, Segment, SFDC, Marketo and Unbounce.
- Deep knowledge around schema.org, AMP, canonicals, mobile-friendly SEO design, etc.
- Experience working with remote colleagues a plus.
- Experience working with agencies or external vendors a plus.
===== Upserve's "Mise En Place" =====
Above all else, all Upserve employees are united in our shared passion for the hospitality industry, our product, and the impact we can have on the owners and operators we serve. We have a track record of success, with 100%+ growth in the last 3 years. How do we do it? By providing great value to our customers, and by relentlessly focusing on the details - our Mise En Place (everything in its place).
- Our Net Promoter Scores over the last six months are higher than any other SMB software company
- Our SaaS 'quick ratio' and LTV to CAC is exceeding 4x, making us leaders in the market
- Our newest product features enjoy ~70% weekly active users and nearly 50% daily active users.
- Our leadership hails from top companies like OpenTable, TellMe, BrightCove, Microsoft, and McKinsey.
- Our Board and Investment Partners include Vista Equity Partners, First Round, and Pritzker.

But our focus on excellence doesn't stop there. We offer competitive employee, including the following:
- 100% paid medical and dental coverage with the leading provider nation-wide
- Unlimited Time Off - our policy is "take the time you need, when you need it"       
- A "family first" culture, with generous paid parental and caregiver leave
- 401(k) with built-in financial advisory services
- Quarterly wellness weeks, focused on mental, emotional AND physical health
- Catered healthy lunches daily, as well as organic healthy snacks in our office.
- On-Site dry cleaning pick-up for those who want it...and a flexible "come dressed" policy for others!
- Multiple social clubs, including intramural sport leagues and a monthly "supper club"

Last but not least, Upserve is proud to be an Equal Opportunity Employer! Beyond that, we also care deeply about creating a culture of inclusion, and about improving diversity in tech. We believe in being color brave, not color blind, and partner with a number of local organizations working to improve access to the tech industry for underrepresented groups. These include Project Include, Girls Who Code, Providence IntraCity Geeks, #HackPVD, Code.org, PVD Lady Project, and Rosie's Girls to name a few.
Apply

Workforce Management Analyst

Customer Implementation and SupportDenver, COFull-time

===== About Upserve =====
Upserve is the industry's leading full-service Restaurant Management Platform. In a single platform, Upserve offers the market-leading cloud point of sale for restaurants, actionable analytics, and seamless integration with leading third-party restaurant apps.  Thousands of restaurants use Upserve to manage relationships with more than 32 million active diners, and to serve over 23 million meals per month.

Upserve is headquartered in Providence with additional offices in San Francisco, New York City and Denver.  We believe that culture is a competitive advantage, and treat it as such -- our values of One Team, Impact, Empathy, Openness, Curiosity and Grit guide our daily actions.   Learn more about what that means from our blog - https://upserve.com/inside-upserve - or by following us on Twitter and Instagram (@InsideUpserve).

The Workforce Management Analyst is responsible for analyzing and administering operational performance in the Denver Customer Support Center utilizing workforce management systems to ensure optimum productivity.  Using the WFM system, you’ll manage all things scheduling, from forecasting call volume/patterns and proactively recommending adjustments, to running a shift bidding process, to handling day-to-day scheduling needs. Day to Day this means:

- Monitor contact flows, volumes, staffing, and service level, to adjust staffing and scheduled events to ensure SLAs are met
- Advise and Collaborate with leadership about anticipated concerns, recommending solutions, and implementing resolutions quickly and accurately
- Conduct and communicate regular shift bidding process
- Document processes clearly and thoroughly
- Produce call center reporting that is consumable by various levels of key stakeholders
===== The Right Ingredients =====
Above all else, all Upserve employees are united in our shared optimism, passion, and enthusiasm for the customers we support through our innovative product. In our daily work, exemplify our values of grit, openness, empathy, Impact, and curiosity. It also means that you enjoy having a big impact, can operate autonomously and possess the following qualifications:

- 3- 5 years of demonstrated success managing a Tier 1 Support Center workforce planning applications
- Functional experience with forecasting and scheduling for call centers
- Strong analytical and organization skills, including trend analysis.
- Ability to plan, prioritize and organize effectively / detail-oriented.
- Demonstrated ability to work independently, take initiative, problem solve, handle multiple tasks, and prioritize daily responsibilities.

===== Upserve's "Mise En Place" =====
Above all else, all Upserve employees are united in our shared passion for the hospitality industry, our product, and the impact we can have on the owners and operators we serve. We have a track record of success, with 100%+ growth in the last 3 years. How do we do it? By providing great value to our customers, and by relentlessly focusing on the details - our Mise En Place (everything in its place).
- Our Net Promoter Scores over the last six months are higher than any other SMB software company
- Our SaaS 'quick ratio' and LTV to CAC is exceeding 4x, making us leaders in the market
- Our newest product features enjoy ~70% weekly active users and nearly 50% daily active users.
- Our leadership hails from top companies like OpenTable, TellMe, BrightCove, Microsoft, and McKinsey.
- Our Board and Investment Partners include Vista Equity Partners, First Round, and Pritzker.

But our focus on excellence doesn't stop there. We offer competitive employee, including the following:
- 100% paid medical and dental coverage with the leading provider nation-wide
- Unlimited Time Off - our policy is "take the time you need, when you need it"       
- A "family first" culture, with generous paid parental and caregiver leave
- 401(k) with built-in financial advisory services
- Quarterly wellness weeks, focused on mental, emotional AND physical health
- Catered healthy lunches daily, as well as organic healthy snacks in our office.
- On-Site dry cleaning pick-up for those who want it...and a flexible "come dressed" policy for others!
- Multiple social clubs, including intramural sport leagues and a monthly "supper club"

Last but not least, Upserve is proud to be an Equal Opportunity Employer! Beyond that, we also care deeply about creating a culture of inclusion, and about improving diversity in tech. We believe in being color brave, not color blind, and partner with a number of local organizations working to improve access to the tech industry for underrepresented groups. These include Project Include, Girls Who Code, Providence IntraCity Geeks, #HackPVD, Code.org, PVD Lady Project, and Rosie's Girls to name a few.
Apply