Bellwether

Administrative Assistant

• Responsible for overseeing daily office operations to ensure efficiency, organization and a productive work environment.
• Manages administrative functions, office supplies, vendor relationships, and facility maintenance while supporting internal and executive teams as needed.
• Ensures compliance with office policies and protocol, coordinates internal events and communications, and optimizes operational workflows proactively to enhance overall workplace efficiency.
• Acts as a key point of contact for employees, external partners, and guests, fostering an inviting, well-organized and professional office environment.

Office Manager

Operations

• Build and lead the Technical Support team (Tier 1–3 support, escalation, and outsourced partners).
• Develop KPIs, SLAs, and reporting to drive continuous improvement and customer satisfaction.
• Own the strategy for scaling global support operations as Bellwether expands for customers, partners, service partners and distributors across 15+ countries.
• Oversee triage and resolution of all customer trouble tickets, cases, and escalations.
• Establish clear escalation paths and ensure timely communication with customers.
• Maintain high CSAT and NPS through proactive support and issue prevention.
• Manage the dispatching of Bellwether service technicians and third-party service partners.
• Ensure there are service partners within 2 hours of every roaster installation.
• Lead and manage service partner strategy globally.
• Build, maintain and manage the relationships with outsourced service providers.
• Ensure quality, cost-effectiveness, and consistent customer experience.
• Partner with Supply Chain and Parts teams to ensure timely shipment of replacement parts.
• Track and optimize parts usage, warranty claims, and repair cycles.
• Create documentation and knowledge bases for repeatable solutions.
• Oversee CRM/ticketing platform setup, workflows, and integrations.
• Drive automation and self-service options to reduce case load.
• Implement reporting dashboards for real-time visibility into support operations.
• Provide structured feedback to Engineering, Product, and Operations based on support insights.
• Partner with Customer Success to ensure a seamless customer journey post delivery.
• Collaborate with Marketing and Training to improve documentation and education.
• Ensure all the technical documentation is up-to-date and accessible.

Office Manager

Head of Global Service Operations