Senior Customer Care Lead

Job not on LinkedIn

🔥 0 minutes ago

🇺🇸 United States – Remote

💵 $65k - $75k / year

⏰ Full Time

🟠 Senior

💝 Customer Support

🦅 H1B Visa Sponsor

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Sharebite

WebsiteLinkedInAll Job Openings

51 - 200 employees

🤝 B2B

🛍️ eCommerce

🌍 Social Impact

💰 $39M Series B on 2022-06

B2B • eCommerce • Social Impact

Sharebite is a leading meal benefit platform aimed at enhancing employee engagement through food. It offers businesses an easy way to provide meals to both in-office and remote employees from a variety of popular restaurants. Sharebite stands out by partnering with restaurants to deliver diverse meal options while contributing to social good; every meal ordered results in a meal donation to help combat food insecurity. The platform includes features such as in-office group ordering stations and meal allowance cards, all managed from a central dashboard. Its innovative solutions aim to boost workplace attendance and team cohesion.

📋 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.

🎯 Requirements

• 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.

🏖️ Benefits

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