Hiring Customer Care Manager (work from home)

Website Food52



Food52 is an award-winning brand in the kitchen and home space, using an innovative commerce, content and community business model to reach over 24 million homecooks and homebodies, and was recently named No. 28 on Fast Company’s list of the World’s Most Innovative Companies of 2022. We’re passionate about giving our deeply-engaged audience everything they need to enjoy life’s most important pleasures – food, home & connection to others.
As part of an ongoing initiative, we remain focused and committed to diversity, equity, and inclusion as the center of our hiring process and our company culture. We're committed to building a community that values and honors the contributions of underrepresented communities to our shared culinary experience—starting with the Food52 family.
About the Role
We’re looking for a collaborative, tech-savvy, and values-driven leader to mentor and manage our team of Customer Care specialists. At Food52, we strive to create extraordinary experiences for our food community and shop customers, and our Customer Care team takes this role seriously–while having a lot of fun! The ideal candidate will be customer-focused and solutions-oriented, and able to balance projects and people management to deliver an exceptional customer experience. We’re on the front lines of the company, and we always strive to provide fantastic service to our customers and vendors to leave them feeling wow’d.
Reporting Structure
Reporting to the Senior Manager, Customer Care, you’ll work closely with our Customer Care team. As a key member of this team, you’ll also partner with Commerce, Audience Growth and Product teams.

Responsibilities

    • Mentor, train, and lead a team of Customer Care Specialists and Team Leads to deliver best-in-class customer experience.
    • Provide guidance for customer escalations, including decisions, protocols, and appeasements.
    • Review and coach Care team through quality evaluations, DSAT and service recovery, and performance reviews to help them develop skills and grow in their careers.
    • Oversee daily task management including ticket routing and organization, folder assignments, channel support, and scheduling.
    • Support Customer Care team in providing exceptional, timely, and personalized service via email, live chat, and SMS channels.
    • Identify and implement industry best practices to deliver exceptional customer satisfaction, loyalty, and retention.
    • Collaborate with Care Project Manager to track data/report on team KPIs and performance metrics, and manage/maintain implementation of Zendesk optimizations to increase operational efficiency.
    • Maintain a close eye on user experience and relay feedback to cross-functional teams.
    • Contribute to product improvement suggestions impacting the customer and team experiences.
    • Build and develop relationships with our vendor partners and customers.

Requirements

    • 5+ years in Customer Care, Support, or similar role–a general understanding of fulfillment and e-commerce operations is very helpful!
    • Previous experience mentoring and coaching a team through full lifecycle of role: onboarding, training, quality assurance, and performance management
    • Proficient experience with Zendesk or similar helpdesk platform is a must
    • Proficiency in Google Suite and Microsoft Office products
    • Superior research skills, and a serious love of problem-solving
    • Exceptional written and verbal communication skills, great attention to detail
    • Self-motivated, calm under pressure, and has proven ability to handle challenging customer facing situations
    • Data reporting and visualization is a plus
Compensation & Benefits
Final compensation for this role will be determined by various factors such as a candidate's relevant work experience, skillset and geographic location, and includes an annual bonus plan. Additionally, we offer a comprehensive benefits package which includes:
Medical, dental and vision options (some at no cost to you!)
Flexible spending accounts (health & dependent care)
Short and long term disability, life insurance
401(k) retirement plan
Paid holidays, unlimited vacation, company-wide weeks off (Summer Week and Winter Week)
Flexible hours and working arrangements
Exclusive access and employee discounts to our Food52 and Schoolhouse shop products!
Visa Sponsorship
Currently, Food52 does not provide Visa sponsorship.  All applicants must be able to provide legal proof of their eligibility to work in the U.S.

JOB URL: https://jobs.lever.co/food52/27d06d58-0a6b-445c-b00b-1ec2e0898ce6

To apply for this job please visit jobs.lever.co.

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