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Manager, Customer Experience (Good Chop)

2 weeks ago
United States
Full-time
Senior
Customer Success
Customer and Technical Support
SQL Tableau
Apply Now
HelloFresh

HelloFresh

HelloFresh is a leading recipe kit delivery service that provides farm-fresh ingredients and chef-designed recipes for convenient and affordable meals, revolutionizing the way people eat.

Hotels, Restaurants & Leisure
10K-50K
Founded 2012
$276M raised
View All Jobs 46

Description

  • Develop and own the customer experience strategy to make customer care a proactive driver of loyalty and revenue.
  • Manage and supervise customer care agents, including performance monitoring, compliance oversight, and coaching.
  • Conduct quality assurance audits and update or design standard operating procedures to improve service quality.
  • Lead learning and development efforts by maintaining training content and materials for customer care agents.
  • Own and analyze performance metrics such as NPS, Customer Satisfaction, Customer Effort, Cancellation Rate, Average Order Rate, and QA scores.
  • Build customer feedback loops to inform product, marketing, and operational decisions across the company.
  • Establish escalation paths and cross-functional processes to resolve customer issues quickly and effectively.
  • Identify and implement automation opportunities that improve the customer experience while preserving human touchpoints.
  • Champion initiatives that improve customer satisfaction through thoughtful problem-solving and advocacy.

Requirements

  • 5+ years of experience managing customer experience or support teams, ideally at a DTC consumer business.
  • Advanced Excel skills and comfort with data analysis.
  • Experience with SQL or Tableau is a plus.
  • Strong analytical and project management skills with a bias toward action.
  • BA/BS in Business, Communications, Marketing, English, or a related field.
  • Excellent written and oral communication skills.
  • Ability to work through ambiguous or challenging situations and develop practical solutions.
  • Self-starter who can quickly assess needs, build a plan, and execute independently.

Benefits

  • Competitive salary, including a New York pay range of $116,600 to $131,200 USD.
  • 401(k) with company match that vests immediately upon participation.
  • Generous PTO, including sabbatical, plus parental leave of up to 16 weeks.
  • Comprehensive health and wellness benefits with $0 monthly options available from the first day of employment.
  • Tuition reimbursement for continuing education after 2 years of service.
  • Up to 85% discount on HelloFresh meal plan subscriptions across HelloFresh, Green Chef, EveryPlate, and Factor_.
  • Access to employee resource groups for BIPOC, women, veterans, parents, and LGBTQ+ employees.
  • Inclusive, collaborative, and dynamic work environment at a mission-driven company.

Interested in this position?

Apply directly on the company website

Apply Now

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