Senior Customer Care Lead

Job Summary

Working remotely, the full-time Senior Customer Care Lead will manage real-time order execution and client relationships while contributing to operational initiatives that enhance internal processes and workflows.

Key responsibilities

• Serve as the primary contact for Group Order clients and restaurant partners during live order windows, addressing real-time issues with urgency
• Manage order escalations and customer complaints, ensuring high standards of quality and speed in support
• Contribute to project execution by tracking deliverables and collaborating with stakeholders on process improvement initiatives

Required qualifications

• 5+ years in a customer support, customer success, or operations role, preferably in a high-growth tech environment
• Experience analyzing support and operational data to derive actionable insights
• Demonstrated ability to handle escalations and difficult conversations with composure
• Proven track record of contributing to cross-functional projects and managing tasks independently
• Collaborative mindset with a focus on supporting team goals beyond individual responsibilities