Robot Support Supervisor

Company: Miso Robotics
Location: Pasadena
Posted on: March 13, 2023

Job Description:

-Our CompanyMiso Robotics is transforming the restaurant industry and making a real impact on the world. We've developed a robotic kitchen assistant, Flippy, that can perform a variety of kitchen tasks including flipping burgers and running the deep fryer. Our product is a robotic arm on a rail that fits into existing kitchens along existing cook lines and is designed to work with existing equipment alongside kitchen workers. Under the hood, Flippy relies on our platform which combines deep learning and other computer vision technologies with optimization-based scheduling and nonlinear control to adapt quickly to a variety of kitchen workflows, while achieving graceful and efficient motion.The challenge of bringing robotics into commercial kitchens requires many disciplines to come together. The compositions of teams at Miso Robotics reflect this multidisciplinary nature of our work. We have built a world-class team and we are looking for more exceptional people to join us. If you believe, like we do, that the future of the kitchen involves robotics and artificial intelligence (HINT: It definitely does) and if you want to count yourself among the handful of lucky people who've found themselves with the opportunity to solve this problem, then Miso Robotics might be the right place for you! -Our Values

• We live with a TEAM mindset - we win together. - Individual performance serves the bigger goal of working as a team.
• We are easy on people, - hard on problems. - We work relentlessly to solve issues.
• We use Candor - ego has no place here. - Always polite and extremely direct.
• We operate with Rigor - - superb execution is a core skill.
• We are bought in - each of us is dedicated to the mission.
• Innovation is in our blood - we are intrepid. - -
• We think big - we're here to make an impact. Miso plays large ball.Benefits and Perks We Offer
  • Unlimited Vacation -
  • Comprehensive benefits -
  • 401K plan
  • Competitive pay
  • Accelerated growth opportunities -The RoleIf you're passionate about providing outstanding customer service and interested in joining a fast-growing tech company, this role may be for you! In this role, you will be primarily responsible for managing and developing a team of Robot Support Agents to ensure we deliver a world-class customer experience. Your expertise will be used in training, managing, and expanding the team to provide exceptional customer support to our customers by solving problems in a timely manner. - As the company grows, this role will continue to evolve, so we're looking for someone who wants to grow their career in Customer Service at Miso Robotics.
    Additional Information: The pay range for this position is $65,000 - $75,000 + equity + benefits. Our salary ranges are determined by the experience and education required, and level of responsibility. The range posted for this role represents a range that Miso Robotics, in good faith, believes it is willing to pay at the time of this posting. The pay is determined by job related skills, training, education, and experience.What You'll Do
    Supervise the operations of our 24/7/365 customer support team, ensuring that SLAs are constantly met per department KPIs. This role has an alternative work schedule.Lead support meetings with customers to provide updates and collect feedback. - Escalate action items and product requests internally.Assist in troubleshooting, escalating, and communicating with Product and Engineering teams as needed to resolve tickets.Coordinate remote software updates and repairs and preventative maintenance visits with external and internal technical support resources.Track and communicate trends with issues reported and hardware and application performance using existing reporting tools.Generate and socialize an inclusive, on-call rotation schedule providing coverage for our customers.Provide guidance and best practices to the customer support team to ensure customer satisfaction and prompt resolution of issues.Assist with the development and distribution of training documentation, SOPs, and work instructions.Ensure that all processes used by the support team are thoroughly documented, consistently audited, and regularly improved.Work within the Customer Experience team on the vision, direction, and structure of all systems and processes to meet the current and future needs as we rapidly scale. -Requirements

    Bachelor's degree, or similar experience required.At least 3+ years of progressive leadership experience in supervising a team of remote and/or on-site support staff.Proven experience developing direct reports, and providing training and tools for advancement in a customer-facing environment. Experience working on deployments in a live environment is a plus.Previous experience managing a ticketing system is preferred (we use Zendesk and Jira).Ability to work various shifts and be available on call when needed.Ability to work in our HQ in Pasadena, CA.Preferred Requirements

    The ideal candidate must be proactive, be able to prioritize tasks based on the level of urgency, and maintain a calm demeanor under pressure.Proactively collaborates with internal teams/departments to promote a culture of inclusiveness and cooperation.Strong problem-solving capability and customer focus.Superb verbal and written communication skills.Willingness to read the documentation and do the research to create the highest quality solution.Great at managing multiple tasks and getting stuff done in a fast-paced environment.Strong attention to detail, analytical skills, and ability to learn at hyper speed. -Powered by JazzHR

Keywords: Miso Robotics, Pasadena , Robot Support Supervisor, Other , Pasadena, California