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Get lunch at work, without the work.

Customer Support Team Lead

$5k – $7k
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Great operations are at the heart of LUNCH:ON and the driving force behind our simplicity. To achieve success, we need to bring together our customers, our restaurants, and an incredible lunch experience perfectly every single time. On a daily basis, we have to manage the logistics of thousands of moving parts and therefore standardization and automation of our operations is key.

We’re looking for a Customer Support Team Lead to ensure that our customers and restaurants have an amazing experience with each and every order and that their experience is always improving. The key portions of this role will be to assess and improve the quality and performance of our customer service team. This position requires enthusiasm and the ability to work on tight deadlines in a fun and fast paced environment.

Responsibilities
- Maintain SLAs and KPIs set by the organization.
-Responsible for managing the team and day-to-day operations.
-Responsible for reviews and quality checks of all customer support interactions.
-Solve complex operational problems to give the best customer experience and improve our business model.
-Communicate cross-functionally with our teams to ensure top customer experience and on time delivery
- Aims to achieve quality requirements and improve current processes and standards.
-Ensures the completion of tasks assigned to the team on a daily/weekly basis.
- Work with Operations managers to develop, implement, and monitor action plans.
- Monitor and evaluate agent performance, provide learning or coaching opportunities, and take corrective action, if necessary.
- Develops and executes all training related plans and processes.
-Train new team members to ensure they are up to speed with all operational processes.

Requirements

- 4-6 years experience in a combination of call center, operations or an equivalent field.
- 2-3 years managerial experience.
- Outstanding customer service skills and dedication to providing exceptional customer care.
-Quality Assurance experience is a plus.
-You are able to effectively work with people at all levels inside and outside the organization.
- You are a problem solver. You love being challenged and are able to figure things out and make everything better as a result.
- You show ownership. You hate leaving things incomplete and are hugely satisfied when a list of tasks is completed.
- You thrive in a high-paced environment. Operations and Customer Service can be intense during the lunch rush, as we solve our customers and restaurant partner's problems in real time.
- You have great attention to detail. You make sure to cross your t's and dot your i's and know how to operate without mistakes.
- You are process-oriented. You find it hugely satisfying to build a process and see things fall into place.
- You have strong written and verbal communication skills for internal and external stakeholders.
- You manage ambiguity well. We are a rapidly growing startup in a new market which means that we are constantly finding new and better ways of running the business.
- F&B experience is a plus, understanding and passion for cuisines and food generally is a must.

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