ezCater is the world’s largest online marketplace for catering – a $60+ billion market just in the U.S. Businesspeople use us to find and order great food for meetings and events; restaurants and caterers use us to grow their catering business. We’re backed by Insight Partners, Iconiq Capital, Wellington, Lightspeed, and GIC, and in early 2019 were valued at $1.25 billion. COVID slammed us, but we responded by finding new customer segments and seizing the rare opportunity COVID offered: when in life does a very successful operation get a do-over? Come help us power Food For Work even better than we did it the first time.
The ezCater Specialty Services teams are focused on providing the best possible experience to both our highest-spend and internal customers. The Specialty Services Supervisor is charged with the oversight of daily operations for the Customer Specialty Services and Leads teams. This role is focused on providing real time support and project management to ensure a consistent adherence to procedures with high quality results.
The Customer Specialty Services team is responsible for providing high touch support to our top 3% of customers with a goal of increasing overall loyalty and optimizing utilization. The Leads team is responsible for delivering quality day-to-day support to the internal Ninjas teams with a goal of driving efficiency and engagement. We're looking for someone who will embrace and embody our culture of Insane Helpfulness, Transparency, and a Work Hard/Play Hard mentality. If you love to work hard as a team, find technological solutions for customer problems, and end the day with a Nerf gun fight, you are exactly what we are looking for.
-Manage a team of Customer Service 2 Ninjas
-Meet and exceed the expectations for both our top-tier customers, known as Whales, and internal customers, our Frontline Ninjas, by achieving service level and efficiency goals
-Exercise creative license to identify opportunities and implement operational improvements for improving customer service processes
-Work in alignment with other departments whose efforts overlap with CSS and Leads (sales, product, frontline leadership, training, enablement) by effectively communicating with all impacted teams
-Develop team members to think autonomously and creatively about how they can play a role in not just helping the customer through the current issue but also future issues
-Achievement of certification and enrollment in Ninja Level II upskills, or comparable experience
-Previous project management and/or team leadership
-A strong team player attitude & passion for trying new approaches to creating solutions
-Know how to motivate and inspire teams to aim high in a generalist leadership role
-Excellent verbal and written skills
*Please provide a cover letter describing why you're a good fit for this role and why this role is a good fit for you!
Starting Salary Range: $50,000-$73,000
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, a great office in the heart of Boston or Denver that you can’t use till COVID lightens up, a tremendous amount of responsibility and autonomy, wicked awesome co-workers, cupcakes (and many more goodies) once we get back to 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.
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