Manager II, Customer Care - Guest
Omaha · USD 90,000-144,000 · 3+ years experience · Hybrid · Posted Sep 23, 2026
At a glance
- Experience
- 3+ years experience
- Workplace
- Hybrid
- Location
- Omaha
- Salary
- USD 90,000-144,000
About the role
- As a Customer Care Manager, you will actively manage a team of agents for the guest support team in the Omaha office.
- You are responsible for the productivity and well-being of the team members and will act as a Subject Matter Expert for Operations.
- You will oversee the restaurant guest experience while working with cross-functional internal teams to create process and support guidelines.
Responsibilities
- Manage and coach a team of 10-15 agents while monitoring their attendance and schedule adherence throughout the day
- Provide coaching and feedback to all agents through the Quality Assurance process and/or through One on One sessions to improve their effectiveness for Customer Support
- Train and develop members of the team on process, technical troubleshooting, and new product knowledge
- Maintain open communication with agents regarding their concerns and ideas, relaying to others as appropriate
- Communicate and influence new ideas for improvement with a solutions-oriented mindset
- Assist agents with challenging guest contacts and handle escalated tickets
- Work with the guest leadership, operations, and product teams to effectively grow and scale the guest support function
- Assist with our relationship with our BPO partners
Requirements
- 3+ years of experience performance managing and coaching, for instance a Team Lead or Manager
- 4+ years of experience in a role responsible for customer satisfaction and championing the customer experience
- Success operating independently and navigating competing priorities in a constantly changing environment
- Experience solving complex customer issues with a sense of urgency and professionalism
Preferred qualifications
- Experience with Intercom
- Experience managing a team that primarily relies on written communication (email and chat)
- Experience working in the tech industry or for a SaaS company
- Experiencing managing hybrid agents (in-office + work from home)
- Open to schedules that may include weekends, holidays and nights
Benefits
- Base salary range of $90,000—$144,000 USD
- Cash compensation (overtime, bonus/commissions if eligible)
- Equity
- Benefits
Workplace
- This role will be hybrid to the Omaha office.
Skills
- Intercom