ezCater

Customer Support

• Take a lead role in developing the technical architecture and roadmap driving the transformation of our customer service tech stack.
• Build architectural standards and best practices for ezCater’s software platform.
• Set the technical strategy and vision for the Customer Service roadmap.
• Strike a balance of quality and speed while working on company-level priorities.
• Be a visionary leader providing guidance and mentorship to your teammates.
• Raise the bar for software quality, architecture, and expectations in the engineering organization.

Staff Software Engineer, Customer Service

• Define the Future of Service & Operations: Drive the 2-year vision and develop the strategic roadmap for a highly automated Customer Service and Operations Platform. This vision must leverage AI/ML to deliver superior outcomes for customers while significantly reducing Cost-to-Serve.
• Be the Automation Driver: Lead the discovery and implementation of end-to-end process improvements and automation opportunities across customer support and internal operations. Your primary goal is to contain, resolve, or automate the highest volume issues, freeing up human agents for complex, high-value interactions.
• Drive AI Adoption and Change Management: Identify high-impact use cases for generative and predictive AI (e.g., agent assistance, self-service, proactive issue resolution). You will be responsible for the change management strategy, ensuring new tools and processes are successfully adopted by the Operations and Customer Service agents.
• Establish First Principles Thinking: Approach complex organizational and technical challenges by defaulting to first principles thinking, constantly questioning the why and how to ensure we are building the minimal, most effective solution instead of digitizing existing, inefficient processes.
• Articulate Vision & Strategy: Use data analysis, business modeling, and excellent communication to tell a compelling story, gain executive buy-in, and articulate the vision and roadmap across all levels of the organization (Product, Engineering, Operations, and Sales).
• Lead Strategic Initiatives: Lead cross-functional initiatives across Design, Research, Engineering, Data Analysis, and other Product teams to define, prioritize, and build foundational platform capabilities that enable rapid iteration and innovation (e.g., API services, internal tooling).
• Define Success by Business Impact: Create and monitor a clear set of metrics focused on business outcomes (e.g., Cost-to-Serve, Customer Effort Score, Automation Rate, Containment Rate), not just feature delivery.
• Travel to Boston quarterly for planning and business reviews.
• Have fun building impactful software with awesome people.

Principal Product Manager – Customer Service

• Take a lead role in designing and building services and features that will drive the transformation of our customer service tech stack, in collaboration with Staff Engineers, Product, and Salesforce experts.
• Strike a balance of quality and speed while working on company-level priorities.
• Mentor developing engineers and contribute to engineering excellence across the organization.
• Have fun building meaningful software with awesome people.

Senior Software Engineer, Customer Service

Marketing

• Qualify leads from form fills, events and content downloads by quickly following up via calls and emails.
• Effectively hand off leads to sales and implementation teams to help ensure a great customer experience.
• Write and deploy 1:1 email communications to leads captured through marketing channels.
• Maintain a laser focus on our qualified lead conversion rate, surfacing ideas to continually improve time to contact and contact rate.
• Share learnings from prospect interactions, using that knowledge to improve our lead nurture strategy and provide valuable insights to both sales and marketing teams.
• Attend trade shows and events on behalf of ezCater, capturing and following up with prospective clients in a timely manner.
• Facilitate close alignment between marketing and sales, contributing to a data-driven decision making process.
• Collaborate with cross-functional teams including Demand Sales, Sales Operations, Marketing Operations, and Product Marketing.

Marketing Development Representative

Account Executive

• Manage a book of between 40 and 60 prioritized accounts, with the ability to generate an account development plan, execute a successful playbook, and prioritize accounts within your book, which is comprised of accounts across acquisition, retention, and development lifecycles.
• Build and execute an Account Plan with the goal of acquiring net new orderers, locations, product adoption, and retention of existing spend, either in new or existing account relationships.
• Own Account relationships from end to end, ultimately driving full adoption and utilization of ezCater solutions, including leveraging product specialists when appropriate.
• Build pipeline by identifying new sales opportunities with your assigned book of business through both self prospecting and working inbound leads to meet sales targets.
• Deliver accurate weekly reporting on pipeline and customer spend adoption, including account status updates and insights learned during deployment and account maintenance.
• Provide strategic account engagement that helps customers implement solutions that solve industry-specific procurement and general workplace food challenges.
• Drive and accelerate spend adoption by advising customers on best practices for using ezCater solutions.
• Relay market needs and requirements back to internal ezCater teams, including Product, Technical, and Supply teams.
• Represent ezCater at various customer facing events, including but not limited to industry-focused conferences, tradeshows or other general opportunities.
• Be required to travel 25% of the year; including Sales Kick Off, Together Weeks, and customer visits when applicable.
• Other duties and responsibilities as assigned.

Staff Software Engineer, Customer Service

Principal Product Manager – Customer Service

Senior Software Engineer, Customer Service

Marketing Development Representative

Strategic Account Executive