Sharebite - Senior Customer Care Lead
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.
Responsibilities
• 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.
Benefits
• Salary is just one component of Sharebite's total compensation package, which includes equity, multiple health insurance options, and a wide range of benefits. This is a remote position. • At Sharebite, we're passionate about our mission to alleviate hunger and inspire employees to connect their work to a larger purpose. We know being well fed is an essential ingredient for employee wellbeing, team performance, and company culture - we've seen the results! Sharebite is proud to have been recognized as Inc. Magazine's Best in Business, Fast Company's Best Workplaces for Innovators, and Inc 5000's Fastest Growing Companies. • If you are a resident of the State of California and would like a copy of our CA privacy notice, please email [email protected].
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