Electric, ventless commercial coffee roasting machines for cafés. Roast in-house on demand, serve fresher coffee, and cut coffee costs by up to 50%. Backed by Congruent Ventures.
About the role
The role requires on-site presence at Bellwether’s Berkeley HQ. Found on 1752vc Careers, the job board for startup and VC roles.
What they're looking for
- Lead the Technical Services team across remote diagnosis and on-site coordination. Support owns the customer relationship, Technical Services owns diagnosis, the fix decision, and execution
- Define the operating standard for the team: what a complete handover looks like, what is documented on every case, and when work is complete
- Set service targets (acknowledgement, time to diagnosis, first-time fix, remote resolution rate), run the operating cadence against them, and report performance to leadership
- Develop the team through coaching, clear expectations and cross-training
- Partner with the Customer Experience leader on escalations for machine-down customers and high-visibility accounts, owning the technical resolution
- Own the diagnostic framework: a structured, consistent troubleshooting method the whole team follows
More about this role
Role: Senior Manager, Technical Services
About Us
Headquartered in Berkeley, CA, Bellwether Coffee is working to positively transform the coffee industry by making coffee roasting more accessible and sustainable.
Our revolutionary electric, ventless commercial coffee roaster does not require gas lines or expensive ventilation. It’s the most consistent and controllable roaster available, has the lowest carbon footprint of any commercial roaster ever made, and was designed by coffee people who want a better future. Our roasting platform allows Bellwether customers to easily and responsibly source green coffee from incredible coffee farms around the world, expertly roast using artisan-crafted roast profiles, and share fresh, delicious coffee!
About this Role
The Senior Manager, Technical Services leads the Technical Services team and is responsible for how it operates: the diagnostic process, the documentation standard, the partner network, the information flow back to Engineering, Operations and Finance. The right candidate is a problem solver by nature, data-driven in how they make decisions, and business-minded in how they weigh cost against customer outcome. They are as...
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