MealSuite is a fully integrated, end to end, dietary, food production, inventory, kitchen management and point of sale solution on a mission to revolutionize the continuum of care through food service technology. 

Since 1989, our industry leading innovations have empowered food service operators across North America to streamline administrative labor, cut down on food waste, reduce risk and meet regulatory requirements, so they can spend more time focusing on what matters most: improving the quality of life for their patients and residents. 

Dedicated to delivering SMILES & SATISFACTION to healthcare & senior living communities, we pride ourselves on providing personalized solutions matched with unparalleled customer service.

Industry: Nursing Homes and Residential Care Facilities
Company Size: 51-200 employees

MealSuite

Savvy Admin PROD

**About MealSuite**

MealSuite builds end-to-end foodservice technology for healthcare and senior living organizations. Our mission is to help care teams deliver better dining experiences with less effort. We're a fast-growing team working on meaningful problems that directly impact patient and resident care.

**About The Role**

We're looking for a **hands-on, people-first Team Lead, Customer Support ** to join our **Customer Support **team. Reporting to the **Manager, Customer Support **,you'll be leading and developing a high-performing support team while helping healthcare and senior living partners enhance their foodservice operations through our technology, driving operational improvements and resolving complex challenges along the way

**What You'll Do**

- Be a Leader - Mentor, coach, and develop both existing and new team members through regular training, weekly 1:1s, performance reviews, and targeted professional development planning.

- Develop Process Improvements - Implement and continuously optimize support workflows, escalations processes, and operational procedures to drive efficiency and reduce resolution time across the team

- Be an Escalation Point - Handle support calls, chats, and emails from internal and external users, ensuring timely triage and resolution of high-priority or complex issues and reassign tickets based on subject matter and skill level

- Collaborate Cross-Functionally - Communicate cross-functionally with Product, Engineering, and other stakeholders to surface customer-reported trends, advocate for product improvements, and close the feedback loop with the support team

- Make Data-Driven Decisions - Run reports, gather metrics, and monitor SLAs and KPIs to enhance decision-making and remove workflow blockers.

- Help Develop the Product - Troubleshoot issues and document defects to ensure seamless resolutions and assist in overall product growth

**What You Bring**

- 2-4 years of experience in technical support, customer success, or client relationship management, preferably within a SaaS environment

- Strong working knowledge of MealSuite products or comparable complex software systems is highly desirable

- Experience in the foodservice, acute care, or tech industry strongly preferred

- 2+ years of experience in a people management or team lead capacity

- Experience with CRM/Support or Project Management tools, such as Zendesk, Jira, Salesforce, Intercom, PlanHat or equivalent.

- Working fluency is both written and spoken French is considered an asset

- Astute communication skills with a strong ability to translate complex technical issues into clear, simple to understand language for both internal and external stakeholders

- A proven dedication to coaching and mentorship who is comfortable developing talent and providing actionable feedback

- Detail-oriented approach to problem solving, a strong desire to build relationships with customers and cross-functional teams alike, and the ability to maintain composure when handling high-priority escalations or competing demands.

- Ability to thrive in a collaborative, fast-moving environment

- Willingness to travel occasionally; valid passport with no travel restrictions (Canada/USA; Vietnam if required)

**Compensation: ** $72,200-$86,600 CAD per year / $62,800-$75,300 USD per year

This role requires working onsite in our **Cambridge ** or **Dallas **office two days per week. If you're more than an hour away, apply anyway we're open to discussing options.

**Why You'll Love Working Here**

- Unlimited paid time off - yeah, you read that right! We trust our employees to build their own version of balance so they can feel rejuvenated to bring their best every day.

- Retirement savings support - we invest in your future with RRSP/401(k) matching at 100% up to 3%, because long-term security matters just as much as day-to-day balance.

- Health benefits - this includes day one medical, dental, and vision options, life & disability insurance, & paid maternity and parental leave.

- Hybrid flexibility - we value the collaboration, mentorship and learning that come from physically working next to one another, as well as the benefits that remote work can offer.

- Work-life balance - this is supported by the fact that more than 90% of current employees agree that their leader supports their wellbeing.

- Participation in our equity program - we'd love for you to share in MealSuite's success as we continue to grow!

- Opportunities for career development and advancement - we support our employees in pursuing and achieving their professional goals.

- Purposeful work with a positive community impact - more than 90% of our North American employees agree that the company's purpose aligns with their personal values. Learn more about our values at  mealsuite.com/careers.

~~We want to ensure that every qualified individual has an equal opportunity to work with us. If you require accommodation to our application process, please contact ~~~~accommodations@mealsuite.com.~~

~~MealSuite uses AI-assisted tools during parts of the hiring process, including screening and workflow automation. All final hiring decisions are made by people.~~

~~This is a current vacancy, and we are actively hiring for this position. ~~

Team Lead, Customer Support

Banville Wine Merchants was founded in 2004 by Lia Tolaini-Banville and her father Pier Luigi “Louie” Tolaini. We are proudly family-owned. Banville meticulously selects leading wine, beer, and spirits partners who share our commitments to integrity, authenticity, and family.

Industry: Beverage Manufacturing
Company Size: 51-200 employees

Banville Wine Merchants

Join our team as a **Customer Service Specialist ** and help create positive, seamless experiences for our customers. You’ll handle inquiries, support orders, and provide helpful recommendations while ensuring every interaction is friendly and efficient. Ideal for someone who enjoys helping others, pays attention to detail, and takes pride in great service. See job description below.

**Company Description **

Banville Wine Merchants is a family-owned company founded in 2004 by Lia Tolaini-Banville and her father Pier Luigi “Louie” Tolaini. The company is dedicated to providing exceptional wine, beer, and spirits, partnering with producers who share their values of integrity, authenticity, and family. Banville is committed to delivering premium products and cultivating strong relationships within the beverage industry. Join a team that values quality and tradition.

**Position Summary: **

Reporting to the Customer Service Manager, the Customer Service Specialist is responsible for the processing of orders from the point of receipt through shipment from our warehouse(s), including review and resolution of allocation and inventory problems with managers. The ideal candidate will provide exceptional customer service by answering questions, resolving problems, and offering problem-solving resources. This position is on-site, based in the NYC office, primarily supporting our local NY/NJ sales team and providing secondary support to our national team.

**Key Responsibilities: **

**Sales Order Processing **

- Process orders and respond to customer requests via phone and email.

- Modify orders as needed to enter voids, add-ons, adjustments, or holds.

- Process and communicate order confirmations and invoices, providing totals, credit terms, and other information to sales reps and customers.

- Collaborate with the sales team and other departments to confirm orders are processed accurately and efficiently.

**Customer Service & Administration **

- Resolve product or service problems by clarifying the customer's issues, determining the cause, selecting and explaining the best solution to solve the problem, expediting the correction or adjustment, and following up to ensure resolution.

- Communicate and work closely with our warehouse to alleviate and correct delivery issues, ideally before they occur.

- Track deliveries, contacting dispatch for ETAs or re-routing as needed, communicating potential delays/breakages/issues to the sales team in a timely manner.

- Process pick-up requests as needed for erroneous shipments.

- Enter and manage allocations, assisting with inventory management.

- Assist with new account creation, processing credit applications as they come to us via the client or the sales team.

- Provide support to the Accounts Receivable team as needed, answering phone calls, providing customers or sales reps with requested invoices, statements.

- Create and communicate daily, weekly, and monthly reports on time.

- Maintain department files, tracking breakages, Bill & Hold inventory, etc.

- Offer support to the Office Assistant, helping to sort sample deliveries and assist with press shipments as needed.

**Qualifications: **

Education/Experience: Associate’s degree or higher, and 1-2 years of relevant experience is required. Hospitality/wine industry experience/interest is a plus.

**Skills: ** Excellent analytical skills, accuracy, and reliability. Attention to detail and thoroughness in identifying and resolving problems in a proactive and positive manner. Must be patient and take full responsibility for resolving problems using empathy and knowledge. Strong organizational and coordination skills, with the ability to manage and prioritize multiple projects and meet deadlines. Able to work as part of a team and coordinate team activities when needed. Excellent verbal and written English communication skills.

**Knowledge: ** Strong computer skills (Excel, Word, etc.) with willingness to learn new program(s) as needed. Basic math and calculator skills.

**Other: ** Ability to sit at a computer 6+ hours a day.

**Compensation: ** $52K - $57K (Non-Exempt)

Customer Service Specialist

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