Customer Care Lead: Guest Experience & Ops

GoTo Foods, LLC; Atlanta (GA); In loco; USD 90.000 - 120.000; Tempo pieno

Descrizione del lavoro

GoTo Foods, LLC is seeking a Customer Care Lead to manage the day-to-day operations of the Customer Care function and to lead a ten-person outsourced vendor team in Barranquilla, Colombia. You will coach specialists, align workloads, and ensure service levels and guest satisfaction across all touchpoints.

The role partners with internal teams and vendor leadership to resolve escalations, identify trends, and drive process improvements for a consistent guest experience across the GoTo Foods

Competenze

• 5-7 years in customer care, guest relations, or related areas.
• Experience leading teams and coaching staff.
• Experience with outsourced service providers.
• Restaurant, hospitality, retail, or consumer services experience preferred.

Mansioni

• Provide daily operational leadership to Customer Care Specialists and the outsourced vendor team.
• Direct daily work queues, workload priorities, channel coverage, and escalation activity to meet service levels.
• Coach and provide performance feedback; conduct quality reviews and follow-ups.
• Monitor performance metrics and ensure guest satisfaction goals are met across channels.
• Collaborate with internal teams and outsourced vendor leadership to resolve escalations and drive process improvements.

Conoscenze

Leadership

Coaching

Communication

Conflict resolution

Operational oversight

Customer service metrics

Analytical thinking

Formazione

Bachelor's Degree

Strumenti

Microsoft Office

Descrizione del lavoro

GoTo Foods, LLC is seeking a Customer Care Lead to manage the day-to-day operations of the Customer Care function and to lead a ten-person outsourced vendor team in Barranquilla, Colombia. You will coach specialists, align workloads, and ensure service levels and guest satisfaction across all touchpoints.

The role partners with internal teams and vendor leadership to resolve escalations, identify trends, and drive process improvements for a consistent guest experience across the GoTo Foods