Senior Customer Care Lead

Emploi pas sur LinkedIn

🕒 il y a 11 jours

🇺🇸 États-Unis – Télétravail

💵 $65 000 - $75 000 / an

⏰ Temps Plein

🟠 Senior

💝 Support Client

🦅 Parrain de Visa H1B

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Sharebite

Site WebLinkedInTous les Emplois

51 - 200 employés

🤝 B2B

🛍️ eCommerce

🌍 Impact social

💰 €39 000 000 Series B en 2022-06

B2B • eCommerce • Social Impact

Sharebite est une plateforme de prestations alimentaires leader conçue pour booster l'engagement des employés à travers la nourriture. Elle offre aux entreprises un moyen simple de fournir des repas aux employés présents au bureau comme à distance, en s'appuyant sur une multitude de restaurants populaires. Sharebite se démarque en collaborant avec des restaurants pour proposer une diversité d'options culinaires tout en contribuant au bien social ; chaque repas commandé entraîne un don de repas pour aider à combattre l'insécurité alimentaire. La plateforme comprend des fonctionnalités telles que des stations de commande groupées au bureau et des cartes d'allocation de repas, le tout géré via un tableau de bord centralisé. Ses solutions innovantes visent à augmenter la présence au bureau et renforcer la cohésion d'équipe.

Description

• Serve as a senior point of contact for Group Order clients and restaurant partners during live order windows, handling real-time issues with urgency and professionalism. • Manage and resolve order escalations and customer complaints, setting the standard for quality and speed across the team. • Respond to inbound support requests, phone, email, and chat, in a fast-paced, time critical manner, modeling best in class support behaviors. • Contribute to project execution alongside the Customer Operations Project Manager — taking ownership of defined workstreams, tracking deliverables, and coordinating with stakeholders to keep initiatives on schedule. • Own and maintain external-facing knowledge base content, including Help Center articles and chatbot materials, keeping them current, accurate, and reflective of the most common client issues. • Support the scoping, implementation, and ongoing maintenance of third-party tools and systems used by the Care team, from launch through steady-state operations. • Collaborate with Care team leads to identify recurring issues and gaps that would benefit from documentation, process changes, or product feedback. • Surface operational insights and trends from your live ops work to inform product and process improvement efforts.

🎯 Exigences

• 5+ years in a customer support, customer success, or operations role, preferably at a high-growth tech company. • Comfortable reviewing support and operational data, spotting trends, and turning them into actionable insights for product and process decisions. • Excellent phone and written communication skills; you are confident, clear, and professional under pressure. • Strong problem-solving instincts, you can assess a situation quickly, act decisively, and communicate your decisions effectively. • Demonstrated ability to handle escalations and difficult conversations with composure and empathy. • Experience contributing to projects or cross-functional initiatives, with an ability to manage tasks and deadlines independently. • Collaborative and team-oriented, with a track record of going beyond your own role to support others.

🏖️ Avantages

• equity • multiple health insurance options • a wide range of benefits