Job Description
Lead ezCater’s in-house customer support organization, including Frontline, Escalations/Retention, Enterprise & Specialty Services teams. Responsible for day-to-day customer support execution, ensuring the team delivers a best-in-class customer experience and efficiency. Accountable for overall performance against SLAs and key operational metrics; working closely with BPO Governance and WFM leads to ensure optimal staffing and performance across all teams.
Manage and optimize day-to-day operations for frontline and enterprise/specialty services; across voice, chat, email, and digital self-service channels. Own execution against key operational KPIs, including CSAT (Customer Satisfaction), ASA (Average Speed of Answer), FCR (First Contact Resolution), TTR (Time to Resolution), backlog/aging, and cost per contact.
Drive continuous improvement, coordinating with cross-functional teams on escalations, root-cause analysis, and implementing preventions (policy, process, tooling, training). Lead, mentor, and develop a high-performing and engaged operations team, fostering a data-driven, customer-obsessed culture. Provide weekly/monthly reporting and business reviews to Operations leadership, highlighting CS health, performance, initiatives, risks, and resource needs.
About EzCater
ezCater is the leading food for work technology company in the US, connecting anyone who needs food for their workplace to over 100,000 restaurants nationwide.