The mission for the VP, Reliability and Customer Success is to make it so customers, Catering Partners, and drivers never need to contact us, yet when they want to, we are extremely helpful and cost effective.

To achieve this mission, you will:

    • Be the voice of the customer across ezCater, advocating (with a loudspeaker) for our customers in our product, our marketing, and every step of the customer experience
    • Operate a distributed organization of thousands of people, to support those folk who still want support
    • Realize the vision of clever tooling that obviates the need to contact ezCater
    • Partner with Product, Engineering, Partner Sales and Operations and outsourced partners to get all the right data to all the right parties at all the right times
    • Rely on data and experimentation to optimize everything all the time
    • Deeply believe that customer service is not a call center. At ezCater, it’s a calling

What you’ll do:

    • Be a visible leader in our culture of decency, empowerment, helpfulness – and technical strength and clever pragmatism
    • Expand our vision for how technology and people operate together to deliver 100% reliability and 5-star customer support
    • Scale and lead  a 24/7 service operation from hundreds of Customer Service Representatives,  Workforce Managers, Quality Assurance Specialists, Trainers, and more to deliver ezCater quality service at 4X the volume. Our service people are powerful professionals, justifiably proud and highly engaged. Many of them are outsourced – but no less professional, proud, and engaged
    • Partner with our Product and Engineering teams to make or buy features and tools that increase reliability, decrease support requests, and increase service efficiency
    • Stay calm during – and stay ahead of – our habit of  doubling annually. Expand our reliability, ease of use, and efficiency, so support costs do not double annually yet customer and our own agents’ satisfaction stay sky-high. Support the growth of our representatives: individually, with great career paths; and collectively, as we continue to expand
    • Identify and present trade offs at the executive and board level about customer service investment vs. enablement investments

What we hope you have:

    • 5+ years heading customer service at a $1B+ company, on top of 15+ years of operating experience in roles with increasing scope. Meaningful stints in human resources, product management, operations research, and/or sales are a plus
    • Experience with high-growth B2B or consumer e-commerce or marketplace companies, supported by omnichannel contact center(s) with 2000+ internal and BPO service agents
    • A proclivity for software and tools. Please have successfully installed systems used by hundreds (at least) of people. If some of those systems were proprietary and you helped invent them, it would be even better
    • A head for measurements and data-driven decision-making. If you used a spreadsheet to track whether rice or burgers made you more sluggish after lunch, it wouldn’t be too much
    • A love of fast experimentation. “Try it and track it” is our m.o..
    • Proof of your genuine respect for customers, customer service, and customer service agents. Show us your off-the-charts customer and agent satisfaction scores, and we’ll show you ours
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