Supervisor, Phone Operations

Supervisor, Phone Operations

Location: North Macedonia & Pristina, Kosovo

We believe independent restaurants deserve the same advantages as big chains without giving up their independence.

Ilir Sela started Slice in his family’s pizzerias, where he saw firsthand what it takes to run a local shop. Now we’re taking everything we’ve learned beyond pizza, to taquerias, delis, burger joints, and other neighborhood staples.

We put technology, marketing, buying power, and support to work for more than 15,000 restaurants, so owners spend less time on admin, marketing, and order management and more time growing their business. They remain independent, but never alone.

We’re growing our team to help bring this next chapter to life. That’s where you come in.

The Challenge to Solve

Build and lead customer-obsessed teams that help thousands of independent pizzerias never miss an order.

The Role

As a Supervisor for our Phone team, you'll lead a team of Community Team Leads and oversee day-to-day operations across multiple pods and shifts. You'll be responsible for driving performance, building accountability, and creating consistency across the operation so every team delivers a great experience to both our restaurant partners and their customers.

This is a hands-on leadership role for someone who loves coaching people, solving problems, and using data to drive results. You'll spend your time developing Team Leads, improving operational performance, managing escalations, and ensuring the systems, processes, and expectations that drive a high-performing operation are consistently executed.

Most importantly, you'll be relentlessly focused on the customer experience. Every missed call is a missed opportunity for one of our restaurant partners. You'll lead teams that understand what's at stake and take pride in delivering a great experience on every interaction.

Key focus areas include:

• Coaching, developing, and holding Team Leads accountable through regular 1:1s, feedback, and performance management.
• Driving operational performance across pods and shifts, including service levels, answer rates, staffing execution, and adherence.
• Creating consistency across coaching, QA, scorecards, and performance expectations.
• Managing escalations across teams and shifts while identifying root causes and driving long-term solutions.
• Partnering with GTM, Implementations, Product, and Operations teams to improve the experience for our restaurant partners.
• Supporting onboarding and hypercare efforts for new Phones customers.
• Monitoring timecards, attendance, and workforce management metrics to ensure operational reliability.
• Building a culture of accountability, ownership, teamwork, and customer obsession.
• Partnering with People Business Partners to address employee relations and performance matters.
• Providing feedback and recommendations that improve processes, tools, and the overall Phones experience.

The Team

The Phone team exists to make life easier for independent pizzeria owners. By handling phone orders on their behalf, we help restaurants focus on making great food, serving customers, and growing their businesses. You'll play a critical role in helping us deliver on that promise every day.

The Winning Recipe

Customer obsessed. You understand that every missed call can mean a missed order for a small business owner, and you build teams that treat every interaction accordingly.

2+ years of operational leadership experience with a strong track record of coaching and developing people.

Experience leading frontline teams in a contact center, customer support, operations, or service environment.

Strong performance management skills and experience holding teams accountable to high standards.

Comfortable using operational metrics and dashboards to identify issues, spot trends, and drive action.

Experience managing Team Leads, Supervisors, or other frontline leaders.

Strong organizational skills and the ability to manage competing priorities in a fast-paced environment.

Excellent written and verbal communication skills, including the ability to engage effectively with senior leaders and restaurant owners.

Familiarity with contact center technology, including phone systems, CRMs, workforce management, or messaging tools.

Intermediate proficiency with Google Workspace tools, including Sheets, Docs, Gmail, and Slack.

English proficiency at C1 level or higher, both written and spoken.

Willingness to work flexible hours, including evenings and weekends as needed.

Nice to Have

Experience managing organizations of 50+ employees through multiple layers of leadership.

Experience in workforce management, scheduling, or capacity planning.

Experience supporting operational process improvement initiatives.

Experience in a high-growth technology, marketplace, or customer operations environment.

The Extras

At Slice, you'll have the opportunity to make a direct impact on thousands of independent businesses while building your career alongside talented teammates who care deeply about our mission.

Pizza brings people together. Slice is no different. We are committed to building a diverse and inclusive workplace where everyone has the opportunity to thrive.