Close Icon Seasoned App Logo

Faster interviews, only in the app.

Download the App
Waitr App logo

Customer Support and Dispatch Manager Waitr App 100 City Square, Charlestown, MA 02129

Job Description

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 and dispatch functions.

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. This role will also cross-functionally oversee a team of Dispatch agents.

The Customer Support and Dispatch Team Lead will set the tone for identifying opportunities and coaching team members. 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.

Responsibilities

  • 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/Preferred Education and Experience
  • At least 30 days of experience in Waitr or BSQ Support.
  • Prior management or supervisory experience.
  • Associate’s or Bachelor’s degree.
  • Experience in Operations Management, Strategy Consulting, or program with similar quantitative rigor.
  • Core Competencies
  • Nimble: You move fast and accurately in a dynamic environment
  • Customer-Focused: Proactively seeks and finds ways to provide the highest standards of service.
  • 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.
  • 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.
  • Travel
  • Limited travel (10%) as required.

About this location

100 City Square Charlestown, MA 02129
Directions

About Waitr App

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.
Quick Apply Faster than you can demolish a slice of pizza.
Apply Now

Similar jobs near Charlestown, MA