高级客户关怀负责人
Senior Customer Care Lead
关于Sharebite
Sharebite是专为公司为其员工提供餐饮服务而打造的领先食品订购平台。我们的平台让员工可以与他们喜爱的餐厅下单订餐，同时帮助解决本地社区的粮食不安全问题。通过与Feeding America和City Harvest等本地合作伙伴合作，Sharebite每笔订单都会捐赠一份餐食，截至目前，我们已捐赠超过1500万份餐食。
关于这个职位
作为高级客户关怀负责人，你的工作将结合对客户和餐厅合作伙伴的直接支持，以及对推动团队高效扩展的运营计划的管理。你将直接参与实时运营，同时帮助改进内部流程、文档、报告和产品工作流。
这个职位主要涉及两个关键领域：团体订单运营，你将负责实时订单执行和与客户的高程度自主管理关系；客户关怀团队运营项目，你将参与各种产品和流程改进计划。
如果你在快节奏的环境中如鱼得水，喜欢在运营与创新的交汇点解决问题，并希望在一个以使命驱动的公司中成长为更广泛的运营角色，那么这个职位适合你。
你将负责
· 在实时订单窗口期间，作为团体订单客户的高级联系人，以紧迫性和专业性处理实时问题。
· 管理并解决订单升级和客户投诉，为团队树立质量和速度的标准。
· 以快速且时间敏感的方式响应支持请求、电话、邮件和聊天，展示一流的客服行为。
· 与客户运营项目经理协作执行项目——对定义的工作流负责，跟踪交付成果，并与相关方协调以确保计划按时进行。
· 管理并维护面向外部的知识库内容，包括帮助中心文章和聊天机器人材料，保持其最新、准确，并反映最常见的客户问题。
· 支持客户关怀团队使用的第三方工具和系统的范围界定、实施和持续维护，从上线到稳定运行阶段。
· 与客户关怀团队主管合作，识别需要文档、流程变更或产品反馈的常见问题和缺口。
· 跟踪
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About Sharebite
Sharebite 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 Sharebite 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 Sharebite, 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 Sharebite's total compensation package, which includes equity, multiple health insurance options, and a wide range of benefits. This is a remote position.
At Sharebite, 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! Sharebite 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.
Sharebite 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 accessibility@sharebite.com.
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.