Job Description
Senior Manager, Customer Service Corporate Solutions (Remote)
BOSTON, MA
CUSTOMER OPERATIONS OPERATIONS, EFFICIENCY AND WORK FORCE MANAGEMENT
FULL-TIME
REMOTE
ezCater is the most trusted provider of corporate food solutions a $300+ billion market in the US alone. ezCater is purpose-built for business. ezCater’s corporate food platform and flexible, scalable food solutions allow organizations to centralize and track their food spend, and fulfill everything from daily employee meals to client meetings and company all-hands. ezCater backs this up with business-grade, best-in-class, customer service and an unmatched nationwide footprint. We’re backed by top investors including Insight, Iconiq, Lightspeed, GIC, SoftBank, and Quadrille, and had an up-round in December of 2021 when we were valued at $1.6 billion.
The ezCater Customer Service team plays a critical role in creating delightful, positive experiences for each of our customers, caterers and delivery drivers. The Senior Manager of Corporate Solutions Customer Service will be responsible for building out ezCater’s high value account service strategy.
The Senior Manager will ensure that our Corporate Solutions Service team is empowered and enabled to create these incredible experiences, and oversee the operations of how we support our customers, build and grow a best-in-class customer service organization, and continuously evolve the team based on our changing customers’ needs.
What you’ll do:
- Design and Implement a best-in-class, scalable customer service model supporting our high value accounts, including B2B ecommerce or marketplace platforms.
- Co-own and drive improvements to policies, processes and procedures.
- Provide mentoring, leadership and organization to managers and supervisors.
- Oversee the creation and implementation of efficient and balanced workflows that maximize efficiency and produce a high level of service and client satisfaction.
- Be the voice of the customer across ezCater, advocating (with a loudspeaker) for our customers in our product, our marketing, and every step of the customer experience.
- Gain knowledge about the company’s products/ services to assist the customer service team to resolve any escalations.
- Partner with product & engineering to reduce friction, eliminate inbound contacts and identify opportunities for optimization and efficiencies.
- Monitor and measure service metrics and volume to develop standards, improvements, or changes to workflow and resource allocation.
- Focus on shifting from reactive to proactive solutions.
- Translate the long term vision of ezCater Customer Service in a way that helps the Corporate Solutions Service team connect it to their day-to-day work, and feel part of the overall mission.
- Establish partnerships cross-functionally to quickly engage appropriate stakeholders to address customers requirements and ensure the customer service department is prepared to support future product offerings.
- Develop team members through coaching, mentorship, and career pathing.
- Create a fun and engaging environment where everyone feels valued and welcomed.
- Partner with our Operations team to measure and track critical KPIs, and utilize reporting to ensure the organization meets or exceeds performance expectations.
- Proactively identify, manage, and or escalate risks that may impact the business.
What you have:
- 5+ years of experience in customer service management leading customer service teams in high-growth B2B e-commerce or marketplace companies.
- Experience leading remote/distributed teams.
- Experience in Business process improvement (BPI), analyzing business processes, identifying areas of improvement including accuracy, effectiveness and efficiency and implementing changes within the processes to realize these improvements.
- Experience using and introducing new technologies and a proven ability to drive operational efficiency and automation/optimization of technology, people and processes.
- Experience with project management, as well as complex problem solving, critical thinking and decision making.
- High comfort level with data – you are able to find trends and use data to drive progress and innovation, and embrace our Try it and Track it mindset.
- Comfort building cases and prioritizing needs for engineering teams.
- Proven experience thriving in ambiguity & change.
- Capable of resolving escalated issues arising from operations and requiring coordination with other departments.
- Experience in cost and budget analysis with a strong bottom line orientation.
The national cash compensation range for this role is $115,000-$181,000* per year.
*Please note: Final offer amounts are determined by multiple factors, including prior experience, expertise and region & may vary from the amount above. This range does not represent additional compensation benefits (such as equity, 401K or medical, dental or vision insurance).
ezCater does not sponsor applicants for work visas or legal permanent residence.
What you’ll get from us:
You’ll get a terrifically compelling opportunity, in an environment of radical transparency, open access to all the data, and collaborative colleagues at every level of our organization. You’ll also get sane working hours and great flexibility around work/life balance.
Have people in your life of any age who always, often, or sometimes need your help? We make room for that. Have a bad thing or a good thing happen to you? We make room for that, too.
Oh, and you’ll get all this: Market salary, stock options that you’ll help make worth a lot, the usual holidays, all-you-can-eat vacation, 401K with ezCater match, health/dental/FSA, long-term disability insurance, remote-hybrid work from our awesome Boston or Denver offices OR your home OR a mixture of both home and office (you choose!), a tremendous amount of responsibility and autonomy, wicked awesome co-workers, cupcakes (and many more goodies) when you’re in one of our offices, and knowing that you helped get this rocket ship to the moon.
ezCater is an equal opportunity employer. We embrace humans of every background, appearance, race, religion, color, national origin, gender, gender identity, sexual orientation, age, marital status, veteran status, and disability status. At the same time, we do not employ jerks, even brilliant ones.