Customer Support, Team Lead

At Zerocater, we believe food is one of the most effective ways to increase employee productivity. We build custom corporate catering and cafeteria solutions employees’ love while saving companies millions of dollars as they transition to the hybrid workplace. Our corporate catering and cafeteria products are powered by revolutionary technology that learns employees’ unique tastes and preferences to customize meals for every company we feed. We’re building a once in a generation company that’s disrupting the $186 billion dollar industry.

Our Support Team Lead will help guide our fast growing Customer Support team that is responsible for ensuring smooth day-to-day meal operations for all Zerocater markets nationally. We are seeking a structured and process-oriented individual who enjoys talking and listening to people, and who seizes every chance to impress customers with service that goes above and beyond. This is an exciting opportunity for a dedicated individual to help scale an essential function at a rapidly growing startup and be poised to lead teams on their own. Our ideal candidate is a self-motivated team player with the intuition, skills, loyalty, and a willingness to roll up your sleeves and do what it takes to get the job done. To be successful in this role you must be graceful under pressure, empathetic, and have a relentless passion for creating exceptional customer experiences.

What you will do:

• Provide mentorship, direction and coaching to other support associates to demonstrate what best in class service is to both our clients and our vendors
• Assist in scheduling for the support team, ensuring all shifts are covered, and creating/updating support playbooks for resolving daily operational issues via phone, text and email support
• Utilize phone, SMS, internal messaging, and a CRM platform to provide support for external stakeholders while functioning as the first point of escalation for service issues and communicate with operations and sales teams to identify and implement process improvements
• Assist in tracking and reporting KPIs for the support team while acting as an enabler of consistent performance
• Assist with interviewing, onboarding, and training of new support team members

Qualifications for success:

• 3+ years of experience in customer service/customer success
• 1+ years of Team Lead experience or 2+ years of proven performance in a Sr. Support Associate role 
• Experience in workforce management and data analysis using data management tools (Excel, Domo, etc)
• Proven track record of resolving complex issues and de-escalating difficult situations, while working cross-functional to ensure smooth business operations
• After hours + weekend availability for emergency coverage

Please Note: This position is a hybrid position based in Austin, TX

What we offer: 

Not only will you have the opportunity to grow your career with other food-obsessed colleagues who have a shared passion for creating delight for customers, but you will also work alongside a highly collaborative team that values leading with trust and respect, and taking smart risks.

• 401k match with immediate vesting
• 2 weeks of PTO, 11 paid holidays, 5 days of sick time, plus 8 hours of volunteer time 
• Low to no-cost comprehensive health insurance (Anthem Blue Cross) 
• Dental & vision coverage
• Employer-paid life, short-term and long-term disability insurance 
• $100 monthly gym stipend
• Equity

“The shared meal elevates eating from a mechanical process of fueling the body to a ritual of family and community, from the mere animal biology to an act of culture.”

- Michael Pollan

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

If you need assistance or an accommodation due to a disability, please contact us at accommodations@zerocater.com.

Zerocater builds revolutionary corporate catering and cafeteria solutions employees love while saving companies millions of dollars as they transition to the hybrid workplace. With its Cloud Cafe, Hybrid Cafe, Managed Cafe, and Event Cafe products; Zerocater has built corporate cafeteria and office catering programs for companies of all sizes from growing startups to the Fortune 500. Thousands of companies like Robinhood, Datadog, Airtable, and McKinsey choose Zerocater for the customized, consistent, and diverse meal experiences its products offer, while also reducing costs by giving companies the flexibility to only pay for the employees who come into the office. Zerocater currently offers its corporate cafeteria and office catering products in the San Francisco Bay Area, New York, Chicago, Los Angeles, Boston, Austin, Denver, Seattle, and Washington D.C. with additional markets in the U.S. and Canada coming online every month. Since completing YCombinator in Winter 2011, Zerocater has raised $38.5M from leading investors including Cleveland Avenue, Remus Capital, Romulus Capital, Struck Capital, SV Angel, Keith Rabois, Yuri Milner, Paul Buchheit, and Justin Kan. For more information visit zerocater.com and follow @Zerocater on Facebook, Instagram, LinkedIn, and Twitter.
For more information, please visit: zerocater.com.