Senior Customer Care Lead
Core
Senior point of contact for Group Order clients and restaurant partners, managing real-time order execution, resolving escalations, and driving operational process improvements.
Role type
Senior Customer Care Lead (Operations)
Builds
Group Order operations workflows and internal process improvements
Domain
Food tech / B2B SaaS
Required skills
Real-time issue resolution, escalation management, data analysis for insights, cross-functional project execution, knowledge base maintenance, third-party tool implementation
Preferred skills
Experience at high-growth tech companies, comfort with fast-paced environments, empathy in difficult conversations
Technologies
Third-party support tools, chatbot platforms, help center systems
Responsibilities
Handle real-time order issues and escalations for clients and partners, respond to inbound support requests via phone/email/chat, manage project workstreams with the Operations Project Manager, maintain external-facing knowledge base content, support implementation of third-party tools, surface operational insights to inform product changes
Seniority
Senior, hands-on IC