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.