Senior Customer Care Lead

About the Company

Sharebite is the leading food ordering platform built for companies to feed their employees. Every meal ordered on Sharebite results in a meal donation through local partners like Feeding America and City Harvest.

Responsibilities

• Serve as a senior point of contact for Group Order clients and restaurant partners during live order windows
• Manage and resolve order escalations and customer complaints
• Respond to inbound support requests via phone, email, and chat in a time-critical manner
• Contribute to project execution and track deliverables for operational workstreams
• Own and maintain external-facing knowledge base content and Help Center articles
• Support the implementation and maintenance of third-party tools used by the Care team
• Surface operational insights and trends to inform product and process improvements

Requirements

• 5+ years in customer support, customer success, or operations roles
• Experience in a high-growth tech company preferred
• Ability to review support and operational data to spot trends
• Excellent phone and written communication skills
• Strong problem-solving instincts and ability to act decisively under pressure
• Demonstrated ability to handle escalations and difficult conversations with empathy
• Experience managing tasks and deadlines for cross-functional initiatives