Customer Care Lead

GoTo Foods • Sandy Springs, GA

9d

About The Position

The Customer Care Lead is responsible for the day-to-day operation of the Customer Care function and serves as the primary operational leader for customer service delivery. This role provides daily direction, coaching, and support to Customer Care Specialists and indirectly oversees the 10-person outsourced customer service vendor customer care team in Barranquilla, Colombia. The Customer Care Lead ensures established service levels, quality standards, productivity expectations, and guest satisfaction goals are consistently achieved across customer service, technology, social media, online reviews, loyalty, gift cards, and digital ordering support. The role partners with internal teams and outsourced customer service vendor leadership to resolve escalations, identify trends, improve processes, and deliver a consistent guest experience across the GoTo Foods portfolio of brands.

Requirements

• Experience in customer service operations.
• Leadership and coaching skills.
• Ability to manage outsourced teams.
• Understanding of service levels, quality standards, and productivity expectations.
• Experience with customer service technology, social media, online reviews, loyalty programs, gift cards, and digital ordering support.
• Strong problem-solving and analytical skills.
• Excellent communication and interpersonal skills.

Responsibilities

• Manage the day-to-day operations of the Customer Care function.
• Serve as the primary operational leader for customer service delivery.
• Provide daily direction, coaching, and support to Customer Care Specialists.
• Indirectly oversee the outsourced customer service vendor team.
• Ensure established service levels, quality standards, productivity expectations, and guest satisfaction goals are consistently achieved.
• Oversee customer service, technology, social media, online reviews, loyalty, gift cards, and digital ordering support.
• Partner with internal teams and outsourced customer service vendor leadership to resolve escalations.
• Identify trends and improve processes.
• Deliver a consistent guest experience across the GoTo Foods portfolio of brands.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed