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About the role
Key responsibilities & impact- 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
What you’ll need- 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
Comp & perks- equity
- multiple health insurance options
- a wide range of benefits
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Soft Skills
communication skillsproblem-solvingcollaborationcustomer supportcustomer successtime managementempathydecisivenessprofessionalismteam-oriented