CX Special Projects & Capacity Manager

About the role

EatClub is looking for a CX Special Projects & Capacity Manager to design and own the processes that handle unexpected volume spikes, campaigns and incidents across its customer experience function.

Key responsibilities

• Plan and prepare CX capacity ahead of campaigns, launches and volume spikes, including guidance documents, macros and contractor briefings.
• Lead operational response during surges, creating clear priorities, aligning frontline teams and ensuring work is routed correctly.
• Build and manage a flexible bench of trained contractors ready to step in quickly without sacrificing quality.
• Track volume, backlog and customer outcomes to give the business a clear picture of ongoing performance.
• Coordinate with Product, Engineering and Payments to surface customer impact and route issues to the right owners.
• Develop AI‑assisted workflows, trackers and documentation that reduce manual effort and improve visibility.

Required profile

• 3+ years in customer support, including senior agent, escalations or team‑lead experience.
• Proven ability to coordinate people and outcomes across teams without formal authority.
• Strong written and verbal communication skills for translating complex situations into clear messages.
• Experience using data to understand workload, track outcomes and identify attention points.
• Curiosity and hands‑on experience with AI tools to improve operational efficiency.

Required skills

• Zendesk or similar help‑desk platform.