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Customer Support Team Leader

Waitr Lafayette, LA
  • Expired: 5 days ago. Applications are no longer accepted.

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.

Essential Functions

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.

Waitr

WAITR is an app based restaurant platform that connects restaurants and guests. Guests scroll restaurant menus, customize an order, modify any item, add people to a group order, split the check, choose delivery or carryout, and with the push of a button, have an order in their hands. WAITR has transformed the way restaurants reach people & the way people choose restaurants. The WAITR delivery team & on-demand delivery platform differentiates itself from the pack by being built by hospitality professionals for hospitality professionals. Over half a million orders have been handed to happy people by smiling WAITRs.

Address

1100 Bertrand Dr Suite B Lafayette, LA 70506
Lafayette, LA
USA