Customer Care Lead Associate

7 Brew Coffee; Springdale (AR); On-site; USD 90,000 - 120,000; Full time

Job summary

7 Brew Coffee is seeking a Salesforce Lead to partner with Customer Care, Operations, IT, and other teams to deliver an exceptional customer experience. You will maintain resources, reporting, and processes within Salesforce, driving continuous improvement across the org.

The role requires strong analytical ability, organizational skills, and experience with CRM systems. You will enable scalable solutions, document processes, and support onboarding, training, and high-volume initiatives.

Qualifications

• 2+ years in customer care, customer experience, operations, Salesforce administration or support, business systems, or related field.
• Experience with Salesforce or another CRM in a customer-support, operations, or service environment.
• Strong analytical skills and ability to identify trends and turn data into actionable recommendations.
• Strong organizational skills and attention to detail with documentation and reporting tools.
• Clear written and verbal communication, ability to create practical guides and updates for diverse audiences.
• Ability to manage multiple priorities and partner across teams in a fast-paced, high-growth environment.
• Strong problem-solving skills and continuous-improvement mindset.
• Proficiency with Microsoft Excel or Google Sheets.

Responsibilities

• Serve as the primary Salesforce resource for the Customer Care team, supporting daily workflows, processes, and best practices.
• Partner with IT to identify, test, and implement Salesforce enhancements that improve efficiency, visibility, reporting, and customer support experience.
• Act as SME for Salesforce and Customer Care processes, identifying scalable solutions and continuous improvement.
• Support Salesforce process documentation, user guidance, testing, and adoption of new functionality.
• Troubleshoot system and workflow issues, elevating technical needs and ensuring timely resolution.
• Maintain and update Customer Care FAQs, response templates, resources, and internal documentation.
• Ensure reporting tools, dashboards, and knowledge resources are accurate and up to date.
• Develop resources to help Customer Care team provide consistent and effective support.
• Stay informed on promotions, changes, launches, and initiatives to prepare the team for support.
• Analyze customer-contact data and trends to identify issues and insights.
• Collaborate with Leadership, IT, Operations, Marketing to align tools and communications.
• Provide reporting and insights supporting decision-making, readiness, and improvement.

Skills

Salesforce administration

Analytics

Organization

Communication

Multitasking

Problem solving

Excel/Sheets

Tools

Salesforce

Microsoft Excel

Google Sheets

Job description

7 Brew is a rapidly expanding drive-through beverage experience with over 850+ locations across 38 states in the U.S. We are one of the fastest-growing QSR brands in the world, with plans to open more domestic locations in 2026.

We're passionate about crafting delicious and unique beverages while providing a fast and friendly customer experience. We believe in creating a vibrant and energetic work environment where our team members can thrive and grow.

Our mission is to cultivate kindness one tasty drink at a time.

WHAT’S BREWING IN THIS ROLE...

As the Salesforce Lead, you’ll serve as a critical partner to the Customer Care Manager, ensuring the Customer Care team has the tools, resources, and information needed to deliver an exceptional customer experience.

You’ll act as the bridge between Customer Care, Operations, IT, and other cross-functional teams supporting day-to-day operations, improving processes, and driving continuous improvement within Salesforce. From maintaining knowledge resources and reporting tools to identifying Salesforce enhancements and analyzing customer-contact trends, you’ll help build scalable systems that enable the Customer Care team to respond quickly, consistently, and effectively.

This role is ideal for someone who is highly organized, analytically minded, comfortable with technology, and passionate about improving the customer and team-member experience.

THE FLAVOR YOU ADD...

Salesforce Support & Continuous Improvement

• Serve as the primary Salesforce resource for the Customer Care team, supporting daily workflows, processes, and best practices.
• Partner closely with IT to identify, prioritize, test, and implement Salesforce enhancements that improve efficiency, visibility, reporting, and the customer support experience.
• Act as a subject-matter expert for Salesforce and Customer Care processes, identifying opportunities for scalable solutions and continuous improvement.
• Support Salesforce process documentation, user guidance, testing, and adoption of new functionality.
• Troubleshoot system and workflow issues, elevate technical needs appropriately, and help ensure timely resolution.

Customer Care Tools & Knowledge Management

• Maintain and update Customer Care FAQs, response templates, troubleshooting resources, promotional information, and internal documentation.
• Ensure reporting tools, spreadsheets, dashboards, and knowledge resources are accurate, organized, accessible, and up to date.
• Develop clear, practical resources that help Customer Care team members provide consistent and effective support.
• Maintain a proactive understanding of current and upcoming promotions, operational changes, product launches, and company initiatives to ensure the team is prepared to support customers.

Operational Readiness & Team Enablement

• Support the onboarding and training of new Customer Care team members, including Salesforce processes, workflows, tools, and customer service best practices.
• Partner with Customer Care leadership to develop support strategies for high-volume periods, promotions, product launches, and other key business initiatives.
• Lead and support operational rollouts and customer-facing implementations, including gift card procedures, nutrition resources, digital tools, and other new programs.
• Communicate updates, process changes, and resources clearly across the Customer Care team and relevant business partners.

Data Analysis & Cross-Functional Partnership

• Analyze customer-contact data, Salesforce case trends, and operational feedback to identify recurring issues, opportunities, and insights.
• Partner with Operations to share trends and help drive solutions that improve the customer experience across the system.
• Collaborate with Customer Care leadership, IT, Operations, Marketing, and other teams to align tools, processes, and communications.
• Provide reporting and insights that support informed decision-making, operational readiness, and continuous improvement.

MUST-HAVE INGREDIENTS...

• 2+ years of experience in customer care, customer experience, operations, Salesforce administration or support, business systems, or a related field.
• Experience working with Salesforce or another CRM platform in a customer-support, operations, or service environment.
• Strong analytical skills and the ability to identify trends, interpret data, and turn findings into actionable recommendations.
• Strong organizational skills and attention to detail, with the ability to maintain accurate resources, documentation, and reporting tools.
• Clear written and verbal communication skills, including the ability to create practical guides and communicate updates to diverse audiences.
• Ability to manage multiple priorities and partner effectively across teams in a fast-paced, high-growth environment.
• Strong problem-solving skills and a continuous-improvement mindset.
• Proficiency with Microsoft Excel or Google Sheets.

BONUS...

• Salesforce Administrator certification or hands-on experience supporting Salesforce configuration, reports, dashboards, workflows, or case management.
• Experience in a high-growth, multi-location retail, restaurant, hospitality, or franchise environment.
• Experience building customer-support knowledge bases, response libraries, training materials, or operational documentation.
• Experience supporting promotions, product launches, digital tools, or other customer-facing operational rollouts.
• Familiarity with customer-care metrics, case management, contact-center operations, and customer-experience analytics.

Why Join 7 Brew?

At 7 Brew, you’ll be part of one of the fastest-growing QSR brands in the U.S. We offer opportunities for career development, a supportive team culture, and the chance to make a difference while having fun at work.

If you’re excited to join a team that values kindness, speed, and great drinks, we’d love to hear from you!