--- title: 'Supervisor, Phone Operations at Slice' canonical: 'https://feeny.ai/job/supervisor-phone-operations-slice-debar-x2kyv4vrs8vv' type: 'job' last_seen: '2026-10-18' --- # Supervisor, Phone Operations at Slice - **Company:** Slice - **Location:** Debar, North Macedonia / Pristina, Kosovo - **Posted:** 2026-10-16 - **Last confirmed live:** 2026-10-18 - **Apply:** https://slice.careers/careers-listing?gh_jid=8016588 ## Job description 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. ## About Slice ## Company Overview - **One-liner**: Slice provides zero-cost credit card processing, POS systems, merchant cash advances, and digital tools to help small and medium businesses accept payments and grow. - **Entity Type**: Private (Bootstrapped) – no disclosed funding rounds; privately held. - **Headquarters**: Holmdel, New Jersey, United States - **Founded**: Approximately 2011 (based on “Fifteen years ago” from 2026) - **Founders**: Alex Groyzburg (CEO), Nataly Chayka (COO) ## Core Business - **Primary industry**: Payment processing / Merchant services (Fintech) - **Target customers**: B2B – small and medium businesses, restaurants, retail stores - **Mission statement**: “To simplify payment processing and unlock financial opportunities for every business — no matter its size, history, or location.” ## Products & Services - **Zero Cost Processing (Dual Pricing)**: Merchants can accept credit cards without paying processing fees by offering a cash discount to card-paying customers. Enabled by recent law changes and Slice’s proprietary software. - **Clover POS Systems**: Countertop, handheld, and mobile devices for dip, tap, swipe, and mobile wallet payments. Includes lifetime hardware warranty and next-day replacement. - **Slice Capital (Merchant Cash Advance)**: Fast, flexible funding based on future revenue, not credit score. Simple terms and tailored repayment. - **Loyalty & Gift Card Services**: Built-in loyalty programs and gift card systems integrated with Clover. - **EZ-QR Menu & Website Showcase**: Smart QR menus, online ordering, and branded websites optimized for mobile. - **SliceCare™ Support**: 24/7 customer service with under-20-second response time, instant issue tracking via app, and next-day hardware replacement. ## Market Standing - **Valuation/Market Cap**: Not disclosed - **Key Metric**: Over $300 billion in payments processed in 2025 (company-claimed); 20,000+ satisfied clients; 146 employees (as of mid-2026) - **Notable Investors/Partners**: No external investors disclosed; partners include Clover (device provider) and various charitable organizations (Tunnels to Towers, American Cancer Society, etc.) - **Growth Signals**: - Named to Inc. Magazine’s Fastest-Growing Companies in 2026 - Year-over-year employee growth of +35.3% (from ~108 to 146) - LinkedIn follower growth of +107.3% year-over-year - Active job postings up +200% year-over-year ## Competitive Advantages - **Zero-cost processing model**: Allows merchants to eliminate processing fees legally, a strong differentiator in the commoditized payments space. - **Proprietary software & hardware**: Slice’s Dual Pricing Program and Clover integration create a sticky ecosystem. - **Customer support speed**: Claims under-20-second response time and next-day hardware replacement. - **Revenue-based funding**: Slice Capital offers fast cash without traditional credit checks, appealing to underserved SMBs. ## Strategic Focus - Expand merchant base (currently over 20,000) by emphasizing zero-cost processing and all-in-one solutions. - Deepen product suite with digital ordering, loyalty, and capital offerings to become a full growth partner. - Scale headcount and sales force (active roles in sales, support, and technology). - Continue leveraging recent regulatory changes that favor dual-pricing models. ## Why Work Here - **Culture**: Described as “family-like” with collaboration, transparency, and integrity. Open office with standing desks. Employees are celebrated with bonuses and monetary incentives. - **Remote/Hybrid**: Some roles are remote (e.g., Technical Support Specialist); sales and installation roles are field-based. Headquarters in Holmdel, NJ with an additional office in New York City. - **Growth**: Fast-growing company (Inc. 5000 honoree) with 35%+ annual headcount increase. Opportunities for advancement in sales, support, and management. - **Employee Ratings**: 4.2/5.0 on Glassdoor (80 reviews) – Culture 4.2, Compensation 4.0, Work-Life 3.9, Career 4.1. - **Notable Perks**: Lifetime hardware warranty, next-day replacements, 24/7 support team; charitable donation per new merchant account. ## Sources 1. [Slice Official Website](https://startslice.com/) 2. [Slice About Page](https://startslice.com/about) 3. [Slice Careers Page](https://startslice.com/careers) 4. [LinkedIn Company Page](https://www.linkedin.com/company/slice-eliminate-processing-fees) 5. [LeadIQ Company Profile](https://leadiq.com/c/slice-merchant-services/5df261889ba577ddcc948492) ## Other roles at Slice - [Restaurant Support Representative](https://feeny.ai/job/restaurant-support-representative-slice-debar-qfmcc9a6pqr6) — Debar, North Macedonia / Ohrid, North Macedonia / Skopje, North Macedonia - [Software Developer, Web](https://feeny.ai/job/software-developer-web-slice-canada-united-kingdom-north-macedonia-bx77xp03pspc) — Canada / United Kingdom / North Macedonia - [Social Media Coordinator (Part-time)](https://feeny.ai/job/social-media-coordinator-part-time-slice-debar-4bx7agh39800) — Debar, North Macedonia / Ohrid, North Macedonia / Skopje, North Macedonia - [Software Developer, DevEx (Deploy & Run)](https://feeny.ai/job/software-developer-devex-deploy-run-slice-canada-united-kingdom-north-macedonia-ghf5hgr81e1h) — Canada / United Kingdom / North Macedonia - [Engineering Manager, DevEx](https://feeny.ai/job/engineering-manager-devex-slice-united-kingdom-north-macedonia-qa715nbax7t5) — United Kingdom North Macedonia, Canada - [Delivery & Warehouse Associate - CT (Seasonal— 2 months)](https://feeny.ai/job/delivery-warehouse-associate-ct-seasonal-2-months-slice-north-haven-28vsnnfvxbdw) — North Haven, CT - [Salesforce Developer](https://feeny.ai/job/salesforce-developer-slice-skopje-debar-ohrid-pristina-jnkynxh5svyc) — Skopje Debar Ohrid Pristina, United Kingdom - [Account Management Team Lead](https://feeny.ai/job/account-management-team-lead-slice-pristina-ps7hqfe0yset) — Pristina, Kosovo - [Online Ordering Onboarding Representative - Spanish/English](https://feeny.ai/job/online-ordering-onboarding-representative-spanish-english-slice-ohrid-dg91nemkdan2) — Ohrid, North Macedonia / Skopje, North Macedonia - [People Operations Specialist](https://feeny.ai/job/people-operations-specialist-slice-skopje-wfvvrms4n1hv) — Skopje, North Macedonia / Debar, North Macedonia / Ohrid, North Macedonia