Senior Customer Care Lead

TL;DR

Senior Customer Care Lead (Customer Support): Managing real-time group order operations and client relationships while driving internal process improvements and project execution. Focus on resolving complex escalations, optimizing support workflows, and leveraging operational data to enhance product and service quality.

Location: Remote

Salary: $65,000 - $75,000 per year

Company

hirify.global is a mission-driven food ordering platform for companies that combats food insecurity by donating meals for every order placed.

What you will do

• Serve as a senior point of contact for Group Order clients and restaurant partners during live order windows.
• Manage and resolve complex order escalations and customer complaints with urgency.
• Respond to inbound support requests across phone, email, and chat channels.
• Contribute to project execution by tracking deliverables and coordinating with cross-functional stakeholders.
• Maintain external-facing knowledge base content and chatbot materials.
• Identify operational trends and gaps to inform product and process improvements.

Requirements

• 5+ years of experience in customer support, customer success, or operations, preferably in high-growth tech.
• Ability to analyze operational data and translate trends into actionable insights.
• Excellent communication skills with the ability to remain professional under pressure.
• Strong problem-solving instincts and ability to act decisively.
• Demonstrated experience handling escalations and difficult conversations with empathy.
• Proven ability to manage projects and tasks independently.

Culture & Benefits

• Competitive compensation package including equity.
• Comprehensive health insurance options.
• Mission-driven work environment focused on alleviating hunger.
• Opportunity to grow into broader operational roles within a fast-growing company.
• Supportive culture recognized by Inc. Magazine and Fast Company.