Support Supervisor You reshape the way restaurants and diners interact. Apply for this Job

Support Supervisor

There's hungry, and there's happy. EatStreet was born to be the world's smartest shortcut between the two. We don't make the hoagies, hot wings, or egg rolls, because cooking is best left to cooks. What EatStreet does is make ordering-out as second nature as humanly possible. We combat complicated to hook you up with the food delivery and takeout options you crave, whenever you need it most.

EatStreet’s Customer Support Department is searching for an energetic and motivated Supervisor to serve as a knowledgeable resource and mentor for our staff. This person will be passionate about leadership and coaching our team on how to provide the best customer service experience for our diners and business partners. The right candidate will not only have the highest level of accountability, but will additionally recognize that the best form of leadership is shown through example.

You’ll work 40 hours per week at our office near the Capitol Square and several bus routes. Some evening and weekend availability will be required for the role.

What You'll Be Doing:

  • Delegate day-to-day responsibilities amongst the Customer Support Team
  • Identify creative solutions to recurring issues and partner with other departments to ensure EatStreet success and company goals
  • Proactively seek new ways to provide our customers and restaurant clients with a superb experience and challenges staff to provide exceptional support
  • Completing required agent one on one meetings
  • Responsible for delivering effective leadership, coaching, and professional development for the contact center staff; fostering teamwork, positivity and collaboration
  • Council with leadership to assist with implementing best practices to achieve ongoing efficiencies through automation and cost effective practices to ensure growth and profitability
  • Act as a leader on contact center related projects providing Support knowledge and consulting in decision making
  • Ensure that performance meets or exceeds established service levels and KPI’s
  • Serve on committees when requested where contact center expertise and experience is requested
  • Manage and ensure staff compliance with company policies, procedures and practices
  • Resolve escalated customer inquiries
  • Demonstrate and promote a positive work environment
  • Partner with management and the human resources team with department hiring needs including interviewing and resume review
  • On-Call Hours for emergency/escalated contact center issues
  • Any other related duties as assigned by management

Here's what we expect you to bring to the table:

  • 3+ years of leadership experience in the customer service industry
  • Bachelor's degree in related field preferred
  • Ability to juggle multiple priorities and tasks in a fast-paced setting while maintaining a laser-like focus on the details
  • Impeccable communication and problem solving skills
  • Strong computer skills and the ability to learn and adapt to new technologies
  • Go-getter mentality and the drive to work with your team to meet department standards
  • Demonstrated analytical skills, with emphasis on staffing forecasting
  • Passion for working with people
  • Strong desire to lead by example and showcase model behavior on the call floor
  • Must be flexible in schedules and be able to prioritize needs and duties
  • Self-motivated and detail oriented
  • Must be able to take instruction and have reliable attendance
  • Must be able to work in a team setting as well as independently
  • Must have excellent written and verbal communication skills

You'll fit right in if you're looking for:

  • The ability to directly impact department culture and be a cultural leader
  • Professional growth within a start-up environment
  • A full-time position at one of Madison's Best Places to Work!
  • Friendly, casual office environment complete with a professional ping-pong table, Shuffleboard, PS4, 70 inch TVs and kegerator
  • Medical, dental, & vision benefits for full-time employees
  • Paid time off
  • Company-paid life, short-term and long-term disability coverage
  • 401(k) plan with company match
  • Fully stocked coffee and soda bar

EatStreet participates in E-Verify. For more information, please see the E-Verify Participation Poster and Right to Work Poster at the hiring location.