VP, Customer Service (Remote)

| Boston, MA
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ezCater is the world’s largest online marketplace for catering – a $60+ billion market just in the U.S. Businesspeople use us to find and order great food for meetings and events; restaurants and caterers use us to grow their catering business. We’re backed by Insight Partners, Iconiq Capital, Wellington, Lightspeed, and GIC, and in early 2019 were valued at $1.25 billion. COVID slammed us, but we responded by finding new customer segments and seizing the rare opportunity COVID offered: when in life does a very successful operation get a do-over? Come help us power Food For Work even better than we did it the first time.

Every single person at ezCater is responsible for – and to – our customers. Our Vice President of Customer Service will help maximize our reliability for customers on both sides of our marketplace, and lead our service operation. 

The mission for the VP, Customer Service role is to make it so customers, Catering Partners, and drivers never need to contact us, yet when they want to, we are extremely helpful and cost effective.

To achieve this mission, you will:

  • Be the voice of the customer across ezCater, advocating (with a loudspeaker) for our customers in our product, our marketing, and every step of the customer experience
  • Operate a distributed organization of thousands of people, to support those folk who still want support
  • Realize the vision of clever tooling that obviates the need to contact ezCater
  • Partner with Product, Engineering, Partner Sales and Operations and outsourced partners to get all the right data to all the right parties at all the right times
  • Rely on data and experimentation to optimize everything all the time
  • Deeply believe that customer service is not a call center. At ezCater, it’s a calling

What you’ll do:

  • Be a visible leader in our culture of decency, empowerment, helpfulness – and technical strength and clever pragmatism
  • Expand our vision for how technology and people operate together to deliver 100% reliability and 5-star customer support
  • Scale and lead a 24/7 service operation from hundreds of Customer Service Representatives, Workforce Managers, Quality Assurance Specialists, Trainers, and more to deliver ezCater quality service at 4X the volume. Our service people are powerful professionals, justifiably proud and highly engaged. Many of them are outsourced - but no less professional, proud, and engaged
  • Partner with our Product and Engineering teams to make or buy features and tools that increase reliability, decrease support requests, and increase service efficiency
  • Stay calm during – and stay ahead of – our habit of doubling annually. Expand our reliability, ease of use, and efficiency, so support costs do not double annually yet customer and our own agents’ satisfaction stay sky-high. Support the growth of our representatives: individually, with great career paths; and collectively, as we continue to expand
  • Identify and present trade offs at the executive and board level about customer service investment vs. enablement investments

What we hope you have:

  • 5+ years heading customer service at a $1B+ company, on top of 15+ years of operating experience in roles with increasing scope. Meaningful stints in human resources, product management, operations research, and/or sales are a plus
  • Experience with high-growth B2B or consumer e-commerce or marketplace companies, supported by omnichannel contact center(s) with 2000+ internal and BPO service agents
  • A proclivity for software and tools. Please have successfully installed systems used by hundreds (at least) of people. If some of those systems were proprietary and you helped invent them, it would be even better
  • A head for measurements and data-driven decision-making. If you used a spreadsheet to track whether rice or burgers made you more sluggish after lunch, it wouldn’t be too much
  • A love of fast experimentation. “Try it and track it” is our m.o..
  • Proof of your genuine respect for customers, customer service, and customer service agents. Show us your off-the-charts customer and agent satisfaction scores, and we’ll show you ours

Starting Salary Range: $235,000 - $280,000
#LI-Remote

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) once we get back to 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, visit our Job Applicant Privacy Policy.


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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • JavascriptLanguages
    • PythonLanguages
    • RubyLanguages
    • SqlLanguages
    • SwiftLanguages
    • ReactLibraries
    • Ruby on RailsFrameworks
    • PostgreSQLDatabases
    • ElasticSearchDatabases
    • Google AnalyticsAnalytics
    • PeriscopeAnalytics
    • InVisionDesign
    • SketchDesign
    • ConfluenceManagement
    • JIRAManagement
    • TrelloManagement
    • WordpressCMS
    • HubSpotCRM
    • MailChimpEmail

An Insider's view of ezCater

How would you describe the company’s work-life balance?

ezCater gives its employees total control over their work-life balance, whether that means taking time for the doctor or going on a vacation. Everyone here understands that life gets in the way of work at times, and as long as you get your job done well and support your fellow co-workers, you get to control your own schedule.

Claire

Business Operations Strategist

How do you collaborate with other teams in the company?

I love working with other teams in the company! Every person I have encountered is insanely helpful and willing to teach me about their job. I'm always pleasantly surprised at how collaborative this company is.

Alyssa

Senior Menu Specialist

How has your career grown since starting at the company?

I've been able to grow a team and department from scratch, and had the opportunity to make decisions on my own. Overall, I've grown faster here than anywhere else I've worked.

Jules

Manager, ezDispatch

How do you empower your team to be more creative?

For me, fostering creativity comes down to ownership & a healthy comfort with failure. I try to make sure the team is pointed at big, meaty problems and then I largely get out of the way.

Dillon

Sr. Product Manager

What are some social events your company does?

Our weekly breakfasts and lunches provide a social avenue throughout the day, while our end of week ezHour gives the entire company a chance to wind down and interact. Outside of that, we're often seeing fun events pop up like our Holiday Party, fun team off-sites, and volunteer events that bring people together from across the company.

David

Sales Manager

What are ezCater Perks + Benefits

ezCater Benefits Overview

Importantly, you’ll get sane working hours and a huge amount of 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 here’s what else you’ll get:

Market salary, stock options you’ll help make worth a lot, the usual holidays, all-you-can-eat vacation, 401K, health/dental/FSA, long-term disability insurance, subsidized T-passes, a great office smack-dab in Boston’s Downtown Crossing, a tremendous amount of responsibility and autonomy, wicked awesome co-workers, cupcakes (and many more goodies), and knowing that you helped get this rocket ship to the moon.

Culture
Volunteer in local community
ezCater participates in regular community outreach activities with Rosie’s Place, City Sprouts, Community Servings, Greater Boston Food Bank, etc.
Partners with Nonprofits
ezCater partners with Feeding America through our CaterCares initiative
Friends outside of work
Eat lunch together
Intracompany committees
Here at ezCater, we have a number of different committees that tackle everything from planning fun company outings to furthering the conversation around diversity and inclusion among employees
Daily sync
Open door policy
Group brainstorming sessions
Open office floor plan
Diversity
Dedicated Diversity/Inclusion Staff
Diversity manifesto
Someone's primary function is managing the company’s diversity and inclusion initiatives
Mean gender pay gap below 10%
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Pet Insurance
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Company Equity
Employee Stock Purchase Plan
Child Care & Parental Leave Benefits
Generous Parental Leave
Flexible Work Schedule
Family Medical Leave
Return-to-work program post parental leave
Vacation & Time Off Benefits
Unlimited Vacation Policy
Generous PTO
Paid Volunteer Time
Sabbatical
Eligible employees get 4 weeks of paid sabbatical every 5 years of working at the company.
Paid Holidays
Paid Sick Days
Perks & Discounts
Beer on Tap
Casual Dress
Commuter Benefits
Company Outings
Stocked Kitchen
Some Meals Provided
Happy Hours
Recreational Clubs
Company sponsored recreational sports leagues such as Basketball, Softball, Kickball throughout the year.
Professional Development Benefits
Job Training & Conferences
Diversity Program
Cross functional training encouraged
Promote from within

Additional Perks + Benefits

Plus: Wicked awesome co-workers, Cupcakes, Breakfast delivered on Mondays, Lunch delivered on Thursdays

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