Caviar Support Strategy and Operations Lead

  • San Francisco, CA
  • Full-time

Company Description

Caviar is changing the way businesses and consumers order food from restaurants. We believe that everyone should have access to the best eateries in their city without any hassles. Want your favorite burger joint, but hate the traffic and long lines? We're a team of passionate foodies solving that exact problem for your home and office. At Caviar, we believe in an environment that allows you to be creative and go beyond the call of duty. We're looking for exceptionally talented individuals who want to learn and grow with the company. Each and every day counts - you'll make a direct impact to the business starting from Day 1.

Job Description

On-demand food delivery is an incredibly difficult logistical challenge. Our Support team ensures that all of Caviar's customers - whether they are couriers, diners, or restaurants - receive prompt and effective assistance when they have questions along the way.

 

The Support Strategy & Operations Lead will scale Caviar Supports operations to help ensure every Supporter delivers the best customer experience possible. We are looking for an experienced professional with a strong track record using data-driven analysis to improve processes and drive results, especially with outsourced vendors. You will manage and improve the day-to-day operations of our front-line support agents, with an emphasis on staffing and metrics. You will drive improvements in customer experience via optimizing vendor and contact channel strategy, leveraging unique strengths of each vendor and channel. The ideal candidate feels a deep sense of ownership over the quality of our support experience, has a keen nose for value in analyzing improvement opportunities, and works collaboratively across teams and vendors to drive changes.

This role requires international travel 10-20% of the year.

Qualifications

You have:

  • Work experience: 5+ years of related work experience, ideally 3+ years in management consulting and 2+ years in an operational role at a high-growth company. Bonus points for experience in customer support or BPO vendor management.

  • Education: Bachelors degree required with a major in an analytical field preferred; MBA preferred (or equivalent work experience)

  • Deep strategic problem solving skills: You love to break down ambiguous problems and translate them into specific recommendations and execution plans.

  • Expertise in data analytics: You enjoy getting your hands on a gnarly data set and applying Sheets / Excel / SQL wizardry to find the insights.

  • Gets things done: You thrive on rolling up your sleeves and diving in. You understand that getting results sometimes means doing unglamorous work. You identify and remove blockers. You have the judgment to execute autonomously.

  • Prioritization: You have a knack for 80/20 and can provide a 1-hour, 1-day, or 1-week answer to any problem. Time constraints excite you because it enables you to focus only on the most important things.

  • Sheer horsepower: You've consistently surprised people with how much you can take on and how quickly you work.

  • Experience managing partners and stakeholders: You know how to drive results with other teams. You easily identify what the implications of your work are on other teams, and collaborate with them to both drive accountability and manage the relationship.

  • Communication: You have excellent verbal and written communication skills. You are equally comfortable giving a 1-minute elevator pitch as diving deep into an hour long presentation.

  • Growth mindset: You are always looking for ways to improve yourself and the company.

  • Passion: You have a deep love of amazing food and restaurants, and a strong interest in the on-demand space.

Additional Information

At Square, our purpose is to empower – within and outside of our walls. In order to build the best tools for the businesses and customers we support all over the world, we have to start at home with a workforce as diverse and empowered as our sellers. To this end, we take great care to evaluate all employees and job applicants equally, based on merit, competence, and qualifications. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, disability status, or any other characteristic protected by law. We encourage candidates from all backgrounds to apply and always consider qualified applicants with arrest and conviction records, in accordance with the San Francisco Fair Chance Ordinance. Applicants in need of special assistance or accommodation during the interview process or in accessing our website may contact us by sending an email to assistance(at)squareup.com. We will treat your request as confidentially as possible. In your email, please include your name and preferred method of contact, and we will respond as soon as possible.