On Site Services Specialist (Remote - West Coast)

ezCater is the leading food for work technology company in the US, connecting anyone who needs food for their workplace to over 100,000 restaurants nationwide. For workplaces, ezCater provides flexible and scalable solutions for everything from recurring employee meals to one-off meetings, all backed by 24/7 customer service with real humans. ezCater also enables companies to manage their food spend in a single, customizable platform. For restaurant partners, ezCater helps them grow their business by bringing them more orders and new high-value customers. To learn more, visit www.ezcater.com.

People love our service. Here at ezCater, our Corporate Solutions team partners with our corporate accounts to ensure the logistics of food for work are a piece of cake - and maybe a taco or two. As our On Site Services Specialist, you will be responsible for driving logistics and execution of our on-site program for one of our marquee enterprise customers.  You’ll be tasked with ensuring day-to-day program success as well as partnering with Account Management to retain and grow our most impactful & high profile corporate accounts with a keen eye for delivering a world-class customer experience. As the senior member of the on-site operation, you’ll work hand-in-hand with fellow on site associates as well as peers from other sites to ensure & develop best practices within your site.

 

What You'll Do:

• Be the subject matter expert. Companies rely on ezCater and you’ll be a key driver of how our On-site Services can make food at work… work!
• Act as a consultant. Our Sales, Customer Service, & Account Management teams are working with customers every day to bring solutions - you will be a key partner to your colleagues to ensure expectation aligns with execution to enable long term, happy corporate customers.
• Build valuable relationships.  You’re the glue between our Account Management and Support teams, our On Site Associates, and our staffing partners - building those relationships is key to your success.
• Be the face of ezCater.  Our customers know how important food @ work is and you’re the person they’ll look to on site as the one who can make it happen.  You’re backed by a world class customer support & account management team who you’ll communicate with daily.
• Train new teammates. As new sites launch and new metros open, you’ll be tasked with training & building a base of talent through our staffing partners.You’ll also provide feedback and tweaks to make training better and better as we grow.
• Be a Voice of the OSAs. The On-site team interacts with ezCater orderers & eaters every day and driving a feedback loop to ensure trends turn into strategy is the lifeblood of a great customer experience.
• Schedule and communicate needs. You’ll ensure that the sites in your assigned region(s) are fully staffed and anticipate coverage needs to ensure both a healthy & fun work environment, while delivering consistent service for the customer.
• Communicate effectively with Support teams.  You’ll be driving effective & timely communication between our team on site and our team supporting from afar through Slack and other communication and CRM tools.
• Coach and support your team.  Beyond helpful service doesn’t happen overnight. The way you treat & coach your team will be the way they treat & service their customers - set the example.
• Invent, test, and measure. We’ve got a successful program that delivers results & a great experience by being willing to try and track and you’ll have the autonomy to make smart bets as we evolve and scale.
• Take on projects to support growth. Our customers have different needs and some programs will provide flexibility for you to take on additional projects within the company to widen your knowledge and develop your career.

You will be directly responsible for:

• Scheduling and coordination of staffing for on-site programs within your region
• Training and coaching of current and prospective On-site Associates
• Effective communication between the On-site team and our Support teams
• Reporting into and partnering with the Manager, On-site Services to develop & scale our operational playbook at a department and individual customer level
• Relaying feedback and insights to the Account Management, Operations, Product, and Support teams

What You Have:

• 3+ years of experience in high-volume, fast-paced environments such as retail or food service with at least 1+ years of corporate food program experience
• Strong verbal and written communication skills for internal and external stakeholders
• Thrive in agile, change-forward environments - ezCater is growing quickly and the roles & focus 
• Are cool under pressure.  Late call outs and other last minute shuffles happen, including dealing with the occasional hangry customer so handling the ebbs & flows is something you’re used to.
• Are computer savvy. You can navigate communication tools like Slack and getting to the bottom of things online is fun for you
• Are kind. You play well with others and can be candid without being cruel
• Can be counted on. A robust attendance track record is indispensable, as you will play an integral role in the continuous operation of our organization. While we will always prioritize and support ezCater's unlimited time off perk, maintaining consistent presence is vital to sustain the smooth functioning of our operations
• Are proficient in documentation and tracking. With information coming through from different angles, it is crucial to maintain immaculate organization to ensure seamless follow-up and effective communication

Location: We're looking for someone who is based on the West Coast and is able to work West Coast hours (PST), as this person will have oversight of our programs in the Mountain and Pacific time zones. 

Travel Expectations: 25% - you will have planned trips to visit sites and host training sessions in metros within your region.  As you settle into the role, you’ll have control over where and when you visit sites as you partner with your leadership team on how you manage staffing in your region.

The national cash compensation range for this role is $58,000 - $77,000 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 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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Last updated on Aug 6, 2024