Senior Care Specialist

📋 Description

• • Own end-to-end support for high-value and large orders, including catering orders and autonomous vehicle (robot) deliveries, ensuring successful delivery outcomes through proactive monitoring and real-time issue resolution
• • Manage escalations for complex, time-sensitive orders by coordinating across Care, Operations, merchants, diners, couriers, and external partners to mitigate risk and maintain operational excellence
• • Act as a central point of contact for real-time resolution of technical and operational issues affecting large orders, requiring swift decision-making under pressure
• • Execute customer- and merchant-facing outreach to prevent delivery failures, communicate clear next steps, and maintain satisfaction for high-touch clients
• • Apply policy-driven decision-making to handle cancellations, refunds, concessions, reassignments, and escalations based on established guidelines and situational context
• • Monitor live dashboards, ticket queues, and escalation channels to identify potential failures before they impact the customer experience
• • Document and escalate product, platform, or partner issues with accountability, ensuring follow-through and cross-functional resolution
• • Maintain consistent, high-quality service standards while managing multiple concurrent high-impact orders in a fast-paced, ambiguous environment
• • Collaborate independently and across teams to resolve issues without delay, balancing urgency with accuracy and compliance
• • Adapt quickly to changing operational demands, shifting priorities, and evolving systems while maintaining focus on delivery outcomes
• • Work within a schedule of Monday through Friday, 1:00 PM to 9:00 PM MST, to align with peak operational hours for large order fulfillment
• • Support a technology-driven food delivery ecosystem integrating grocery delivery via Instacart and exclusive loyalty programs
• • Ensure compliance with company policies and procedures while advocating for customer and merchant experience during high-stakes interactions
• • Contribute to continuous improvement by identifying recurring pain points and recommending operational enhancements based on real-time observations
• • Maintain detailed records of all interactions and resolutions to support audit trails, training, and team knowledge sharing