Caviar For Companies Dispatch Team Agent

  • San Francisco, CA, USA
  • Contract
  • Current Square Employee?: Apply via go/jobs

Company Description

Caviar for Companies (CFC) is changing the way businesses and employees order food from restaurants. We believe that everyone should have access to the best eateries in their city without any hassles. Every day our Catering Captains pick up supplies from our Inventory Hubs, then pick up food from restaurant partners and deliver catered meals to thousands of diners at the some of the world’s hottest startups and well known brands. Our Scheduling and Dispatch team sits at the center of our entire Operations organization and is the command center of live operations in the field.

 

Job Description

The Support & Dispatch team is the triage center of our Operations organization - you’ll see what’s working and what isn’t before anyone else.  As a Dispatch Team Agent, you will be the first point of contact for Captains, fielding their calls, concerns and questions and providing prompt, personable solutions for any issues that may arise. You’ll ensure the right people in the organization get visibility into the problem and you’ll be the person who provides answers in real-time to ensure hundreds of meals go off without a hitch daily. Our Captains, Restaurant Partners and Inventory Hub managers rely on you to communicate constantly to handle the unpredictable and unexpected challenges that arise in a complex and coordinated operation. Your goal and ours is to ensure Clients are happy and Captains are supported every single day.

 

Responsibilities:

  • Prioritize and respond to multiple rapid-fire text messages, Slack messages, phone calls and emails during live support daily

  • Creatively resolve questions, issues and concerns from our employees in the field, restaurant partners and internal account managers in real time

  • Learn and use our various communication channels to interact with Captains and Inventory Hubs

  • Check problem logs and notes left by people in the organization and ensure they are acted upon for the upcoming days of meal service

  • Build strong relationships with our Catering Captains as their primary point of contact

  • Become familiar with the flow of business and build on your experience each week to provide faster, more helpful answers to help in real-time

  • Complete outstanding tasks assigned to the Support team to ensure better service for the week ahead

  • Reach out to Captains to find replacements and ‘fill holes’ in the schedule as they arise

  • Recommend product and process improvements where you see areas we can be better

 

Qualifications

 

You are:

  • Crisp, direct and clear in your verbal and written communication

  • Action oriented and calm under pressure - you’re great in an emergency, and know how to de-escalate a situation

  • Proactive - if you don’t know the answer, you’ll find someone who does. You don’t wait to be told how to solve problems

  • A master multi-tasker - you’re able to juggle multiple projects at once

  • A stickler for details - you don’t like it when things aren’t finished or resolved

  • Excited by constant stimulus - you like fast paced environments where every day brings a new challenge

  • A helper by nature - you like to make people happy

  • A problem solver - you get a jolt of energy every time you ‘figure out the answer’

  • A team player - you’re motivated by working in a team environment to overcome challenges and like interacting with people constantly

  • Curious - you like to understand how things work

 

Bonus:

  • Experience working in startups before

  • BA/BS degree or higher

  • Exposure to restaurant industry, food delivery, or logistics

  • Customer support experience

“This is a 6 month contract, with an option to extend to Full-Time

Additional Information

At Square, we value diversity and always treat all employees and job applicants based on merit, qualifications, competence, and talent. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. We will consider for employment qualified applicants with criminal histories in a manner consistent with the requirements of the San Francisco Fair Chance Ordinance.