Senior Customer Care Lead

This is a fully remote position, open to applicants in United States.

📋 Description

• Act as the primary senior contact for Group Order clients and restaurant partners during live order periods, addressing real-time issues with urgency and professionalism.

• Oversee and resolve order escalations and customer complaints, establishing a benchmark for quality and speed within the team.

• Address inbound support inquiries via phone, email, and chat promptly and efficiently, exemplifying best-in-class support practices.

• Assist in project execution with the Customer Operations Project Manager by taking ownership of defined workstreams, monitoring deliverables, and coordinating with stakeholders to ensure initiatives remain on track.

• Manage and update external-facing knowledge base content, including Help Center articles and chatbot materials, ensuring they are current, accurate, and representative of the most common client issues.

• Aid in the scoping, implementation, and ongoing maintenance of third-party tools and systems utilized by the Care team, from launch through to regular operations.

• Work together with Care team leads to identify recurring issues and gaps that could benefit from improved documentation, process revisions, or product feedback.

• Highlight operational insights and trends from your live operations work to support product and process enhancement initiatives.

⛳️ Requirements

• A minimum of 5 years in a customer support, customer success, or operations role, ideally within a high-growth tech environment.

• Proficient in analyzing support and operational data, identifying trends, and converting them into actionable insights for product and process decisions.

• Exceptional verbal and written communication skills; you are confident, articulate, and professional, even under pressure.

• Strong problem-solving abilities, enabling you to quickly assess situations, make informed decisions, and communicate your choices effectively.

• Proven capability to manage escalations and engage in challenging conversations with poise and empathy.

• Experience in contributing to projects or cross-functional initiatives, with the ability to independently manage tasks and meet deadlines.

• Team-oriented and collaborative, with a history of going above and beyond your own role to assist others.

🏝️ Benefits

• Equity

• Multiple health insurance options

• A wide range of benefits