Customer Support Team Lead - Lake Charles - job 853375

Waitr Holdings Inc.

Date: 06/11/2021

City: Lake Charles, Louisiana

Employment type: Full-time

Founded in 2013 and based in Lafayette, Louisiana, Waitr is a leader in on-demand food ordering and delivery. Waitr, along with Bite Squad and Delivery Dudes, connect local restaurants to hungry diners in underserved U.S. markets across three "local's favorite" brands. Together they are a convenient way to discover, order and receive great food from local restaurants, national chains and grocery stores. As of June 30, 2020, Waitr and Bite Squad operated in small and medium sized markets in the United States in over 725 cities.

Job Summary

We're redefining the dining experience by building a world-class mobile ordering and delivery platform. Waitr's marketplace is helping small businesses grow and acquire new customers while also bringing concierge level convenience to thousands of consumers. Waitr's growth has been off the charts and has no signs of slowing down. We are launching dozens of new markets around the US each quarter, and we are experiencing massive organic growth in our existing markets. This growth has warranted a renewed focus on the customer experience. Waitr's Customer Support team is the front line in providing top-shelf quality support for our awesome customers; and, at Waitr we have three customers: Diners, Restaurants, and Drivers. This team owns all strategy behind the customer experience.

This role will report to a Customer Support Associate Manager at Waitr and the individual will help manage the customer experience, including the customer support flow from start to finish. Customer experience encapsulates the recruitment, hiring, training, and retention of our Customer Support Representatives, as well as the processes that the team uses to provide quick support and problem resolution. 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.

Required Education and Experience

  • At least 30 days of experience in Waitr or BSQ Support.

  • Prior management or supervisory experience.

Preferred Education and Experience

Associate's or Bachelor's degree. Experience in Operations Management, Strategy Consulting, or program with similar quantitative rigor.

Supervisory Responsibility

  • of direct reports: 8-10

  • of indirect reports: 100+

Physical Demands

Requires sitting at a desk for long periods of time and using a computer and headset.

Position Type/Expected Hours of Work

This is a full-time position. Typical days and hours of work will vary from Monday through Sunday, as the needs of the company are met. Evening and weekend work are required as job duties demand.

Core Competencies

Nimble: You move fast and accurately in a dynamic environment.

Logistical: Proactively seeks and finds ways to provide the highest standards of efficiency.

Innovator: Generates and recognizes creative solutions in varying work situations.

Team Player: Collaboration and strong communication skills.

Effective Communicator: Demonstrates open, honest and respectful written and verbal communication.

Results-Oriented: Productively focuses time and resources on activities to produce quality results.

Forward-Thinking: Problem solver, do whatever it takes attitude.

Strategic Thinker: Views events and possibilities from multiple perspectives. Understands the bigger picture and the interdependencies and effects of other systems.

Ethical: Maintains and promotes individual and organization integrity and values in the conduct of all activities.

AAP/EEO Statement

Waitr, Inc. is an Equal Opportunity Employer and Prohibits Discrimination and Harassment of Any Kind: Waitr, Inc. is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. All employment decisions at Waitr, Inc. are based on business needs, job requirements and individual qualifications, without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristics protected by federal, state or local laws.

Other Duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

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