Waitr seeks a Customer Support Team Lead.
Required Education and Experience
- Bachelor’s degree (B.A) or commensurate work experience.
Preferred Education and Experience
- Bachelor’s degree.
- Experience in Operations Management, Strategy Consulting, or program with similar quantitative rigor.
- Prior management experience.
The Customer Support Team Lead will set the tone for identifying and coaching. Previous experience with large, hourly workforces is a positive for this role. Strong analytical abilities, team management, and a history of execution will be critical to succeeding. The success of this person will be measured by the performance of their direct reports and operations management ability.
Employee Development & Leadership - Continuous employee development and exceptional leadership enhances employee engagement, knowledge, skills, and morale, ultimately leading to excellent customer service. The Supervisor leads and develops Customer Support Representatives by setting clear performance expectations and holding Representatives accountable. In addition, he/she identifies and provides feedback to direct reports through one-on-one meetings, personal development plans, and coaching opportunities.
Quality Management - Structures for performance management are enforced. The Supervisor keeps track of Customer Support performance metrics uses performance data to identify trends, guiding process improvement. The Team Lead also leverages this information to provide appropriate coaching to Representatives.
Customer Care - Waitr Customer Support aspires to provide world-class southern hospitality for our awesome customers, which include diners, drivers, and restaurant partners. After initiating contact, diners, drivers, and restaurant partners feel satisfied with issue resolution and therefore continue to use Waitr. The Team Lead coaches Representatives to produce higher quality outcomes for all customers and maintains existing processes to ensure customers are addressed promptly and effectively.