Relish Support Specialist (Remote)

ezCater is the most trusted provider of corporate food solutions and is purpose-built for business. ezCater's corporate food platform and flexible, scalable food solutions allow organizations to centralize and track their food spend, and fulfill everything from daily employee meals to client meetings and company all-hands. ezCater backs this up with business-grade, best-in-class, customer service and an unmatched nationwide footprint. We're backed by top investors including Insight, Iconiq, Lightspeed, GIC, SoftBank, and Quadrille.

Relish is an ezCater offering that allows companies to subscribe to regular restaurant deliveries and for employees to order and customize their own individually packaged meals. With individual packaging, contactless delivery, and staggered delivery times, Relish is a naturally smart way to bring people back to the office. 

Relish Support Specialists are focused on supporting Relish Customer Service teams by ensuring timely and beyond helpful service delivery. As a Relish Customer Service Specialist, you will be part of the operational infrastructure that drives business results with a focus on providing second tier support for Relish customers and caterers, monitoring customer service channels and tools, and creating unique solutions to support the Relish Customer Service Agent experience. You’ll be a subject matter expert on Relish and related On Site Services programs, and will be the first line of defense for the Relish on-site team and Relish CS agents.

You will: 

• Monitor Relish Customer Service channels (inbound emails, phones, text, and Slack pings) to make sure Relish Customer Service’s responses are timely and accurate 
• Handle customer and catering partner escalations with critical problem solving and strategic service recovery
• Support Relish Customer Service Agents by providing live support in Slack, coaching sessions on service topics, and helping lead team syncs
• Develop Relish Customer Service Agents by providing coaching and feedback to existing agents and agents in training
• Collaborate with the Relish Customer Service Operations Specialist to ensure the scheduled task assignments are successfully covering service channels with the right people at the right times
• Attend recurring meetings, as requested, with other Relish teams such as ezDispatch, Outsource, On-Site Services, and Partner Operations
• Help improve team efficiency by suggesting process improvements and collaborating with the Relish Product team 
• Complete Relish Customer Service work by helping to process calls, emails, reviews, and monitoring the support dashboard when needed
• Communicate directly with On Site Associates across a specific region or metro assigned to you to provide support and ensure smooth lunch services daily
• Respond to any issues reported by On Site Associates and follow-up by coordinating with the appropriate departments and owning customer service situations
• Be on the receiving end of calls for On Site Associates or Delivery Drivers seeking order or location support
• Create and provide Run of Shows to On Site Associates for event preparation
• Ensuring notifications for and order alerts to eaters are being sent in a timely manner to provide a successful customer experience for Relish OSS customers

You are: 

• Excited to learn & master our various platforms. Know where to look when you’re under the hood, while staying up to date with ezCater’s latest product offerings.
• Diplomatic and solution-oriented. You’ll be representing yourself and ezCater to our customers, maintaining a “go beyond helpful” standard along the way.
• Data driven. Be passionate about crunching and interpreting numbers, and then turning that into action.
• A relationship builder. Internally and externally, energized by being that ‘go-to’ person.
• A team player. We’re a group effort in which everyone plays a role in providing users with the best possible service.
• Comfortable owning and figuring it out.  At times, you’ll be pitching ideas and executing projects that benefit the services we offer to customers. 
• Motivated to succeed. You have a sense of urgency when solving problems and have an innate sense of responsibility and ownership for the work that you do.
• Highly organized. You keep yourself organized while juggling multiple priorities to ensure important work gets completed well and on time.   

What you have:

• 2+ years of experience in a customer-service or operations role. Food-tech experience, a plus.
• Passion for providing excellent customer service.
• Agile ability to remain calm and composed in a fast paced environment.
• A go-beyond helpful approach and sense of urgency when solving problems.

The national cash compensation range for this role is $57,000 - $67,000* per year.

*Please note: Final offer amounts are determined by multiple factors, including prior experience, expertise and region & may vary from the amount above. This range does not represent additional compensation benefits (such as equity, 401K or medical, dental or vision insurance).

Please have fun with the Cover Letter portion of the application! It does not need to follow “traditional” cover letter guidelines - we would love for you to write 150-500 words explaining why you are interested in ezCater and the role, and highlighting anything else you think we should know!

ezCater does not sponsor applicants for work visas or legal permanent residence.

What You’ll Get from Us:

You’ll get a terrifically compelling opportunity, in an environment of radical transparency, open access to all the data, and collaborative colleagues at every level of our organization. You’ll also get sane working hours and great flexibility around work/life balance. 

Have people in your life – of any age – who always, often, or sometimes need your help? We make room for that. Have a bad thing or a good thing happen to you? We make room for that, too.

Oh, and you’ll get all this: Market salary, stock options that you’ll help make worth a lot, the usual holidays, all-you-can-eat vacation, 401K with ezCater match, health/dental/FSA, long-term disability insurance, remote-hybrid work from our awesome Boston or Denver offices OR your home OR a mixture of both home and office (you choose!), a tremendous amount of responsibility and autonomy, wicked awesome co-workers, cupcakes (and many more goodies) when you’re in one of our offices, and knowing that you helped get this rocket ship to the moon.

ezCater is an equal opportunity employer. We embrace humans of every background, appearance, race, religion, color, national origin, gender, gender identity, sexual orientation, age, marital status, veteran status, and disability status. At the same time, we do not employ jerks, even brilliant ones.

For information on how ezCater collects and uses job applicants' personal information, please visit our Job Applicant Privacy Policy.

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