Customer Experience Lead
The individual in this role will be responsible for guiding associates to achieve their goals and monitoring team performance against department SLA’s. The Team Lead will act as a liaison between associates and managers to communicate feedback and company insights and should be actively resolving conflict and setting team culture through example.
Detailed Responsibilities
Assisting in recruitment and onboarding
- Participate in the process to interview and select talent.
- Setting performance expectations and monitoring associate’s learning throughout the training process.
Performance appraisals, feedback, and coaching:
- Quality Assurance checks against associate expectations and accountabilities.
- Continued research into direct reports development areas including: productivity, CSAT, and QA
- Documenting communications regarding attendance, behavior and performance.
- Evaluates performance of their assigned team, providing feedback and coaching to guide associates to achieve their goals—offering both rewards and recognition as well as disciplinary measures.
- Taking escalated customer tickets.
- Manages conflict among employees on their assigned team as needed, but escalates more serious issues to the Customer Experience Operations Manager
Structural Maintenance and Improvements:
- Scheduling team for shifts and making adjustments based off of forecasted volume and performance measurements.
- Researching best practices, identifying themes that hinder workflow and planning and executing new initiatives.
- Team Leads should always have a value additive project in addition to their other tasks.
- Team Leads should participate in ticket handling whenever the unassigned inbox exceeds 2,000 tickets.
This position requires 0% travel.
Qualifications
The requirements listed below are representative of the knowledge, skill, and/or ability needed for this role. Reasonable accommodations may be made to enable individuals with disabilities.
- Bachelor's degree preferred
- Highly proficient in Zendesk
- Ability to lead by example and motivate a team
- Proven problem solving skills and positive attitude
- Proven to excel at research and ability to identify & quantify trends
- Basic google suite proficiency (sheets, slides, docs)
- Senior Associate on Customer Support Team
More About Us
Perks and Benefits
- Candidates can experience Home Chef as a customer - enter promo code PEOPLE30 for $30 off your first order!
- Medical, dental, vision, life and disability insurance available
- Paid holidays, sick time and vacation time
- 401k program
- Flexible spending accounts for qualified medical, dependent care, parking, or transit expenses
How We Work Together
We are humble team players.
We are warm and gracious with team members and customers. We seek feedback to improve ourselves - and respectfully listen to and accept input.
We are pragmatic next-level thinkers.
We come up with novel and unique ideas. We explore new strategies to avoid being constrained by conventional thinking.
We take ownership.
We approach ambiguous problems, prepared to dive in, get curious, and learn more. We are results-driven, always challenging ourselves to exceed goals.
Be at Home at Home Chef
We all show up authentically at Home Chef. Our team includes individuals with a variety of identities, backgrounds, and perspectives. You can trust that you’ll be able to bring your whole self to an inclusive and enjoyable workplace.
We welcome people of all races, colors, religions, national origin or ancestry, sex (including sexual identity), age, physical or mental disabilities, pregnancy, veteran or military status, unfavorable discharge from military service, genetic information, sexual orientation, marital status, order of protection status, citizenship status, arrest record or expunged/sealed convictions, or any other legally recognized protected basis under federal, state, or local law.
Home Chef is committed to the full inclusion of all qualified individuals. As part of this commitment, Home Chef will ensure that persons with disabilities are provided reasonable accommodations. If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, or to receive other benefits and privileges of employment, please contact our People team at hr@homechef.com.
Home Chef offers the base salary range as posted below, with the exact offer depending on factors such as geographic location, experience, skills, and internal equity. While compensation is within the provided range, it is not typical for offers to be made at the upper end. In addition to base salary, Home Chef provides a comprehensive benefits package, including healthcare coverage, 401k match, and paid time off.
California Pay Range
$50,000 - $56,000 USD
Home Chef offers the base salary range as posted below, with the exact offer depending on factors such as geographic location, experience, skills, and internal equity. While compensation is within the provided range, it is not typical for offers to be made at the upper end. In addition to base salary, Home Chef provides a comprehensive benefits package, including healthcare coverage, 401k match, and paid time off.
Maryland Pay Range
$50,000 - $56,000 USD
Home Chef offers the base salary range as posted below, with the exact offer depending on factors such as geographic location, experience, skills, and internal equity. While compensation is within the provided range, it is not typical for offers to be made at the upper end. In addition to base salary, Home Chef provides a comprehensive benefits package, including healthcare coverage, 401k match, and paid time off.
Illinois Pay Range
$50,000 - $56,000 USD
To view the California Applicant Notice click here
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