Senior Care Specialist
About The Position
The Internal Large Order Team (iLOT) is a specialized operations team responsible for managing high-value, high-touch orders end to end. The team proactively monitors live dashboards, ticket queues, and escalation channels to ensure successful delivery outcomes, prioritizing real-time resolution and operational excellence over volume. As a Senior Care Specialist on the Internal Large Order Team, you will own the coordination and resolution of complex orders, including large catering orders, and autonomous vehicle (robot) deliveries. You will act as a central point of contact across Care, Operations, merchants, diners, couriers, and external partners to mitigate risk, resolve issues in real time, and deliver a consistent, high-quality experience. This role requires strong operational judgment, comfort in fast-paced and ambiguous environments, and the ability to stay calm and decisive during time-sensitive, high-impact situations.
Requirements
- Strong business judgment and interpersonal communication skills
- Process driven approach with proven problem solving ability
- Ability to work independently while collaborating across teams
- 2+ years of experience in operations, customer support, logistics, account management, or technical support
- Ability to adapt quickly to real-time operational demands and changing priorities
- Interest in customer and operations facing roles within a technology company
- Ability to work flexible schedules including evenings, weekends, and holidays
Responsibilities
- Own end-to-end support for high-value and large orders, ensuring successful delivery outcomes through proactive monitoring and real-time issue resolution
- Manage escalations across large, complex, and time-sensitive orders, including autonomous vehicle (robot) deliveries
- Coordinate with diners, merchants, couriers, internal teams, and external partners to resolve operational and technical issues
- Execute customer- and merchant-facing outreach to prevent delivery failures and communicate clear next steps
- Apply policy-driven decision-making for cancellations, refunds, concessions, reassignments, and escalations
- Escalate and document product, platform, or partner issues while ensuring accountability and follow-through
Benefits
- competitive salary package including equity
- 401K
- multiple medical, dental, and vision plans
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What This Job Offers
Job Type
Full-time
Career Level
Senior
Education Level
No Education Listed
