Senior Customer Care Lead

About the company

The company is the leading food ordering platform built for companies to feed their employees. Our platform allows their employees to place meal orders with their favorite restaurants while helping to combat food insecurity in local communities. Every meal ordered on the company results in a meal donation through local partners like Feeding America and City Harvest, and to date, we have donated over 15 million meals.

About This Role

As a Senior Customer Care Lead, your role combines hands-on support for our customers and restaurant partners with ownership of operational initiatives that help our teams scale efficiently. You’ll maintain direct involvement in live operations while also helping improve internal processes, documentation, reporting, and product workflows.

This role is split across two key areas: Group Order Operations, where you will manage real-time order execution and client relationships with a high degree of ownership, and Care Team Operations Projects, where you will contribute to a variety of product and process improvement initiatives.

If you thrive in a fast-paced environment, love solving problems at the intersection of operations and innovation, and want to grow into a broader operational role at a mission-driven company, this is the role for you.

What You’ll Do

• 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.

Required Skills & Experience

• 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.

At the company, we are committed to providing competitive pay and benefits that are in line with industry and market standards. The base compensation range for this role is $65,000 - $75,000 per year, however actual compensation packages are based on a wide array of factors unique to each candidate including but not limited to skill set, years & depth of experience, and location.

Salary is just one component of the company's total compensation package, which includes equity, multiple health insurance options, and a wide range of benefits. This is a remote position.

At the company, 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! The company 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.

Join our team and help bring do-good, feel-good eating to the world.

The company is proud to be an Equal Opportunity Employer building a diverse and inclusive workforce. If you need additional accommodations to feel comfortable during your interview process, please email us at [link for members] .

If you are a resident of the State of California and would like a copy of our CA privacy notice, you may find it here .