AI & Self-Serve Experience Manager

7shifts is a scheduling and payroll platform designed to help restaurant teams thrive. With an easy-to-use app and industry-specific solutions, 7shifts saves time, reduces errors, and helps keep costs in check for over 55,000 restaurants. Our mission is to simplify team management and improve performance for restaurants, with a long-term vision of creating a thriving restaurant industry through the power of connected & engaged teams.

As the AI & Self-Serve Experience Manager at 7shifts, you’ll be the key driver of how AI takes shape within our Service Experience team. Reporting to the Director, Support, you’ll bring our AI self-serve strategy to life by managing bot performance, shaping how our teams work with AI, and guiding the people side of this transformation. You’ll train and coach our CSRs and Leads to work confidently with the bot, help close knowledge gaps, and make sure the AI is learning from real customer interactions. A big part of your work will be leading change across the team, so our CSRs grow into bot leads and AI coaches. Your focus is simple: help us move from a basic AI tool to a true co-pilot that improves customer experiences and makes our agents’ work easier and more efficient.

What you’ll do:

• Improve the AI agent by monitoring responses, validating accuracy, and strengthening the human-in-the-loop framework

• Build the skills of CSRs and Leads so they can coach the bot and work effectively in an AI-supported workflow

• Lead change management to ensure CSRs feel equipped, informed, and engaged in continuous AI improvement

• Work with Knowledge Management and CSR teams to close knowledge gaps and keep the bot trained on accurate, up-to-date information

• Partner with the CX Systems Manager to shape and refine the bot’s conversational journey so it drives stronger customer outcomes

• Analyse performance data to surface insights, recommend improvements, and uncover new opportunities for automation and efficiency

What you bring:

• You bring real SaaS support experience and know what great service looks like in a fast-moving product environment

• You know how to turn an AI chatbot into a trusted part of the support experience rather than a basic tool

• Support workflows make sense to you end-to-end, and you can spot where AI can make things faster, clearer, or easier

• Designing natural, helpful conversational journeys is something you do with intention and customer empathy

• Strong feedback loops are part of how you work, and you use real interactions to help AI learn and improve

• Coaching frontline teams comes naturally, and you can help them build confidence working alongside AI

• You’ve led teams through tech-driven change and know how to bring people with you in a calm, practical way

It’d be even cooler if you had:

• Previous experience in the restaurant-tech industry

• Familiarity with AI support tools like Ultimate, Ada or similar

• Comfort working with engineering or data teams on light technical troubleshooting

Our commitment to our Shifties:

• Opportunity: Our product is evolving in exciting ways, and we’re focused on delivering even more value to restaurants. This momentum creates real opportunities to learn and grow. Whether you’re honing your craft or exploring new paths, you’ll be supported and empowered to own your growth and impact a product shaping the future of the restaurant industry.

• Challenge: We’re tackling real problems in a fast-moving, complex industry. The work is scrappy and ambiguous, but meaningful. You’ll think critically, act with intention, and shape solutions that make a real difference for restaurant teams.

• Culture: We’re proud to be recognized among the best workplaces in North America. Guided by our mission and values, we move fast to solve meaningful problems and celebrate wins together. Whether through in-office and remote events, team offsites like Sparks, or everyday moments of connection, we create space for shared growth, collaboration, and fun.

• Equity: We’re a Series C, VC-backed SaaS company, and we believe everyone should share in the success they help create. When we build together, we grow together.

• Health and Wellness: We support Shifties in and outside of work, knowing that what people need can change over time. From day one, you’ll have access to benefits like health and dental, lifestyle spending accounts to a parental leave program built with flexibility in mind, to help you bring your best self to work.

• Flexibility: Our team is intentional around how and where we work, whether remotely, in person, or a mix of both. We prioritize candidates who thrive in a hybrid work environment with offices in Saskatoon and Toronto, ensuring in-person collaboration and connection when possible. Plus, we offer a flexible vacation policy to encourage everyone to recharge when needed. Oh, and our ‘90 Day Shift’ program lets Shift work from (almost) anywhere because who wouldn’t want to trade their desk for a beach view once in a while?

• Support: We set Shifties up for success with the tools they need, like the latest Apple tech, a home office setup, and some 7shifts swag to make it official. But support goes beyond day one. We’re serious about professional growth, offering coaching, feedback, development planning, and opportunities to grow from within.

We know you might not check every box, and that’s okay. If you’re excited about this role, inspired to contribute to a meaningful product, and eager to share ideas that drive real change, we’d love to hear from you. We’re building an inclusive team that reflects the diverse industry we serve, and we welcome applicants from all backgrounds.

We thank you for your interest in joining the 7shifts team!

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