Customer Care Lead

The Customer Care Lead is responsible for the day-to-day operation of the Customer Care function and serves as the primary operational leader for customer service delivery. This role provides daily direction, coaching, and support to Customer Care Specialists and indirectly oversees the 10-person outsourced customer service vendor customer care team in Barranquilla, Colombia. The Customer Care Lead ensures established service levels, quality standards, productivity expectations, and guest satisfaction goals are consistently achieved across customer service, technology, social media, online reviews, loyalty, gift cards, and digital ordering support. The role partners with internal teams and outsourced customer service vendor leadership to resolve escalations, identify trends, improve processes, and deliver a consistent guest experience across the GoTo Foods portfolio of brands.

Essential Functions

• Leadership and Daily Operations
  • Provides daily operational leadership and support to Customer Care Specialists and indirectly oversees the 10-person outsourced customer service vendor customer care team in Barranquilla, Colombia.
  • Directs daily work queues, workload priorities, channel coverage, and escalation activity to support established service-level, response-time, productivity, and quality expectations.
  • Serves as the primary day-to-day operational contact for outsourced customer service vendor team questions, case support, process clarification, and service issues.
  • Provides operational guidance and performance feedback to outsourced customer service vendor leadership and escalates vendor-level performance, staffing, contractual, or governance concerns to the Sr. Manager.
  • Conducts regular coaching, quality reviews, development discussions, and performance follow-up for internal team members.
  • Ensures adherence to standard operating procedures, escalation protocols, customer care policies, data-capture standards, and brand requirements.
• Customer Experience and Escalation Management
  • Leads resolution of complex guest concerns involving restaurant operations, loyalty, technology, delivery, digital ordering, gift cards, and customer recovery.
  • Provides real-time guidance to representatives and agency partners handling difficult or sensitive guest interactions.
  • Monitors recurring contact drivers and escalation themes, recommends corrective actions, and supports approved process improvements.
  • Ensures cancellations, refunds, and replacement gift cards are processed accurately and within approval and policy requirements.
• Social Media and Online Reviews
  • Oversees customer care activity on social media and online review platforms and ensures timely, accurate, and brand-aligned responses.
  • Partners with Social Media and Digital teams to address guest concerns, maintain response standards, and escalate emerging issues.
  • Maintains working knowledge of relevant platforms, monitoring tools, and response procedures and translates changes into team direction and training.
• Technology and Process Support
  • Leads the team’s handling of escalated issues involving online orders, loyalty, gift cards, and other guest-facing technologies.
  • Partners with Technology and Digital teams to report and triage guest-facing issues and coordinates team communication through resolution.
  • Delivers or coordinates training on technology processes, operating procedures, and customer satisfaction practices.
  • Identifies recurring technology or process issues and recommends practical improvements to the Sr. Manager.
• Reporting and Performance Management
  • Monitors daily and weekly performance measures, including service level, response time, quality, productivity, escalation volume, and guest satisfaction.
  • Audits customer contact records and reports for completeness and accuracy and addresses gaps through coaching and follow-up.
  • Maintains reporting templates and summarizes trends, results, and recommended actions for leadership and business partners.
  • Partners with outsourced customer service vendor leadership to implement action plans addressing service, quality, productivity, or documentation gaps.

Job Summary

The Customer Care Lead is responsible for the day-to-day operation of the Customer Care function and serves as the primary operational leader for customer service delivery. This role provides daily direction, coaching, and support to Customer Care Specialists and indirectly oversees the 10-person outsourced customer service vendor customer care team in Barranquilla, Colombia. The Customer Care Lead ensures established service levels, quality standards, productivity expectations, and guest satisfaction goals are consistently achieved across customer service, technology, social media, online reviews, loyalty, gift cards, and digital ordering support. The role partners with internal teams and outsourced customer service vendor leadership to resolve escalations, identify trends, improve processes, and deliver a consistent guest experience across the GoTo Foods portfolio of brands.

Education

• Bachelor's Degree, Pref

Work Experience

• 5-7 years customer care, guest relations, contact center, restaurant operations, retail operations, or related experience, Req
• Prior experience providing team leadership, coaching, quality management, or supervisory support, Req
• Experience working with outsourced service providers, Pref
• Restaurant, hospitality, retail, consumer services, or franchise experience, Pref

Skills & Abilities

• Proficiency in Microsoft software such as Word, PowerPoint, Excel, and Outlook
• Strong leadership, coaching, communication, and conflict-resolution skills
• Ability to provide effective operational oversight to a geographically distributed outsourced team
• Working knowledge of contact center service, quality, productivity, and customer satisfaction measures
• Strong judgment, organization, follow-through, analytical, and problem-solving skills in a fast-paced service environment
• Strong customer orientation and ability to balance guest needs, brand standards, policy, and operational requirements

Travel Requirements

• May be required to travel up to 25% of the time