Customer Support Lead at Sysco LABS (Remote)

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About Sysco LABS

Sysco LABS is the innovation office of Sysco, the No. 1 foodservice distributor in the world. We make the software behind foodservice. Sysco customers use our ecommerce platform—Sysco Shop—to order everything from a dozen eggs to a dozen commercial ovens. With our software, chefs can click, order, and watch their deliveries en route, anytime, anywhere.
At Sysco LABS, our work matters: It carries food across the country. It sets 18-wheeler trucks in motion. It moves billions of dollars of fresh produce, meat, and restaurant supplies around the world. Here, your work matters too. You can have an immediate, global impact on our customers, on the way they run their food businesses, and on the way their food reaches the plate. Within our small, agile teams, you can own not just a small feature of a product—but a product itself.
You own the work. You own the outcome. Join Sysco LABS today.

Provide superior customer support to all end-users across the entire Sysco LABS Customer Experience (CX) product suite, with an emphasis on accuracy, engagement and efficiency. Respond to and resolve inbound requests via email, chat and other channels providing the highest level of support quality and engagement to Sysco customers and associates.Coach support team members on Customer Experience (CX) products and overall culture. Create a culture and an environment of high-level customer service.
Essential Functions:
  • Professional fluency in French.
  • Provide exceptional service and advanced technical support to all users of the Sysco LABS CX product suite. Deliver procedural documentation, operational reporting and analysis to management.
  • Document all incoming requests and outbound contacts using designated internal tracking systems.
  • Lead the Customer Support Team to standardize and capture Problem Determination Procedures (PDP).
  • Triage and handle a diverse set of customer requests and inquiries. Accurately resolve, proactively engage in de-escalation steps and serve as an escalation point for customers requiring interaction with a manager.
  • Lead and mentor team members on customer service skills, internal systems and tools, and other concepts, as required.
  • Maintain team accountability for customer satisfaction and overall team performance to include adherence to service level agreements, resolution times and queue management.
  • Create delightful customer experiences by setting proper expectations and consistently following up.
  • Champion overall team performance and adherence to company and departmental processes and procedures. Maintain strong working knowledge of the CX product suite, including updates and functionality, features and roadmap for future functions.
  • Maintain intermediate+ level working knowledge of the CX product suite, including updates and functionality, features and roadmap for future functions including weekly training and bi-weekly product release cadence.
  • Ultimately responsible for ALL CSR training material, training new CSRs and holding weekly hands-on training sessions.
  • Plays a more prominent role in scheduled maintenance and unscheduled CODERED situations assisting leadership with in-app messaging, special tagging and collaboration with L2+.
  • Participates in specialty programs and pilots and additional “white glove” service areas.
  • Other duties as assigned.

Minimum qualifications:
  • 5 years’ of customer service experience in a chat-center environment.
  • Experience in a medium to large call or chat center environment.

Preferred qualifications:
  • Bachelor’s in English, creative writing, journalism or related field.
  • 1 year of experience leading or managing a customer-facing team.
  • Experience in customer service, training, hospitality, or related field.
  • Proficient with Microsoft Office Suite.
  • Experience with mobile application function and customer facing browser-based application functions.
  • IT Certification such as A+, CSP, MCP, or similar.
  • Professional fluency in French.
  • 60 WPM with 100% accuracy.
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Candidate Location Eligibility:
Albuquerque, NM
Ann Arbor, MI
Atlanta, GA
Austin, TX
Baltimore, MD
Baton Rouge, LA
Birmingham, AL
Boise, ID
Boston, MA
Buffalo, NY
Charleston, SC
Charlotte, NC
Chicago, IL
Cincinnati, OH
Cleveland, OH
Colorado, CO
Columbus, OH
Dallas-Fort Worth, TX
Dayton, OH
Des Moines, IA
Detroit, MI
Fayetteville-Springdale-Rogers, AR
Greensboro, NC
Hampton Roads, VA
Hartford, CT
Houston, TX
Huntsville, AL
Indianapolis, IN
Jacksonville, FL
Kansas City, MO
Las Vegas, NV
Lexington, KY
Lincoln, NE
Little Rock, AR
Los Angeles, CA
Louisville, KY
Madison, WI
Memphis, TN
Miami, FL
Milwaukee, WI
Minneapolis–Saint Paul, MN
Nashville, TN
New Orleans, LA
New York City, NY
Ogden, UT
Oklahoma City, OK
Omaha, NE
Orlando, FL
Other US Location
Palm Bay-Melbourne-Titusville
Pensacola, FL
Peoria, IL
Philadelphia, PA
Phoenix – Mesa – Scottsdale, AZ
Pittsburgh, PA
Portland, ME
Portland, OR
Providence, RI
Provo, UT
Raleigh-Durham, NC
Reno, NV
Richmond, VA
Rochester, NY
Sacramento, CA
Salt Lake City, UT
San Antonio, TX
San Diego, CA
San Francisco, CA
San Luis Obispo, CA
Santa Cruz, CA
Seattle, WA
Spokane, WA
St. Louis, MO
Tallahassee, FL
Tampa Bay, FL
Tucson, AZ
Tulsa, OK
Washington DC
Wichita, KS
Wilmington, NC

Technology we use

  • Engineering
  • Product
    • JavaLanguages
    • JavascriptLanguages
    • KotlinLanguages
    • SwiftLanguages
    • ReactLibraries
    • Node.jsFrameworks
    • SpringFrameworks
    • MySQLDatabases
    • PostgreSQLDatabases
    • AWS (Amazon Web Services)Services
    • GitHubServices
    • MixpanelAnalytics
    • OptimizelyAnalytics
    • FigmaDesign
    • SketchDesign
    • JIRAManagement

An Insider's view of Sysco LABS

How does your team reward individual success?

At Sysco Labs, we are always willing to help each other toward a common goal. In my role at Sysco Labs, I have been stretched as a developer and encouraged to learn so many new things along the way. I have a great team that works together to find the best solution to a problem.


Android Developer

What does your typical day look like?

My days consist of a lot of team involvement and engagement. I meet with my teammates to see what people need, plan what’s coming up, help find solutions to blockers, and ideate ways to make our processes better. Somedays I feel like I am collecting continuous feedback from everyone and working to find out the best possible improvements.


Data Operations Specialist

How does the company support your career growth?

One of my biggest goals is to live a healthy, balanced lifestyle. I suffered a mild heart attack several years ago and have since lost over 100 pounds. My leadership and peers have supported me throughout my journey and given me the flexibility to maintain a work/life balance.


Director of CX Deployment

How do your team's ideas influence the company's direction?

The UX Research Team is in constant contact with our Customers. Our ideas are derived directly from the various sources of Customer data we gather, i.e., one-on-one interviews, surveys, and more. These Customer-focused ideas influence the prioritization and roadmaps for new features and improvements to drive billions in revenues for the company.


Director of UX Research

How has your career grown since starting at the company?

I joined Sysco LABS relatively recently and the one thing I’ve experienced is that the people I work with have been really great. Everyone has a vested interested in seeing you succeed and that’s been very helpful as I ramp up in my role.


Product Manager

What are Sysco LABS Perks + Benefits

Sysco LABS Benefits Overview

At Sysco LABS you will be part of a team that values trust, learning, and working together to solve problems. Your efforts will help to build groundbreaking experiences for our customers. We embrace diversity and equal opportunity in a serious way. We are committed to building a team that represents a variety of backgrounds, perspectives, and skills. The more inclusive we are, the better our work will be.
We offer competitive base & bonus packages, fun, casual, fast-paced work environment filled with talented colleagues. We have a generous PTO policy, flexible work environment that encourages work/life balance, fully stocked break room & weekly catered lunch. Excellent medical, dental and vision benefits and company 401(k) program.

Volunteer in local community
Friends outside of work
Eat lunch together
Intracompany committees
Daily sync
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Open office floor plan
Dedicated Diversity/Inclusion Staff
Unconscious bias training
Diversity Employee Resource Groups
Hiring Practices that Promote Diversity
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Wellness Programs
Mental Health Benefits
Retirement & Stock Options Benefits
401(K) Matching
Employee Stock Purchase Plan
Performance Bonus
Child Care & Parental Leave Benefits
Generous Parental Leave
We provide up to 4 weeks of parental leave for the primary caretaker. We also provide 4 weeks of leave for the secondary caretaker.
Flexible Work Schedule
Remote Work Program
Family Medical Leave
Company sponsored family events
Vacation & Time Off Benefits
Generous PTO
Paid Holidays
Paid Sick Days
Perks & Discounts
Casual Dress
Company Outings
Stocked Kitchen
Some Meals Provided
Employees get free lunch on Tuesday.
Happy Hours
Professional Development Benefits
Job Training & Conferences
Sysco Labs offers employees professional development opportunities like the ability to attend job related conferences and seminars.
Lunch and learns
Sysco Labs hosts lunch and learn meetings on occasion.
Promote from within
Mentorship program
Paid industry certifications

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