Customer Care Supervisor 12:30pm - 9pm

HelloFresh

Customer Management | Newark, NJ, US

At HelloFresh, we want to revolutionize the way we eat by making it more convenient and exciting to cook meals from scratch. We have offices all over the world and we deliver delicious meals to millions of people.  


We are the industry leader in meal-kit subscription services and we’re growing all the time. We have distinct meal-kit services that cater to everyone with the most menu variety in the market, which allows us to reach an incredibly wide population of people. 


The HelloFresh team is diverse, high-performing, and international, and our work environment is an inspiring space where you can thrive as a result. 


Customer Care Supervisor Job Description:


Customer Care Supervisors are critical to our business and the overall customer experience.  The responsibilities for this role include directly supervising a team of agents, managing their team's performance, developing new hires, performing corrective action when appropriate, identifying and reporting customer trends, and making recommendations that help create positive momentum towards HelloFresh's customer service offerings. The Customer Care Supervisor shift is: Monday – Friday, 12:30pm-9pm. 


You will…



  • Support onsite performance with accountability for Key Performance Indicators including: SLAs, CSAT, NPS, quality, retention, and similar metrics across all channels (voice, chat, and email)

  • Act as a direct liaison between agents and the CC Channel Managers

  • Directly manage a team of approximately 15 Customer Care Agents providing leadership, coaching, motivation, evaluate and ongoing feedback

  • Work closely with Channel Managers to enhance processes across voice, chat, and email channels supporting all helloFresh verticals and initiatives

  • Support CC Agents and their work to deliver an exceptional customer experience

  • Partake in weekly interaction calibration sessions with Operations Manager, Channel Managers, QA, and Team Leads to ensure a shared understanding of quality expectations 

  • Effectively document agent performance by conducting weekly meeting and delivering annual/bi-annual reviews

  • Monitor Agent time and attendance, per internal policy

  • Serve as main point of contact for team escalations

  • Contribute to the continuous improvement mindset across the CC function


Your qualities…



  • Customer service focused

  • A “Foodie”- fanatical about food! 

  • Strong written and verbal communication skills

  • Excellent problem-solving and critical thinking skills

  • Ability to train, coach and develop employees

  • Data based decision making mindset


You have…



  • Minimum 1 year experience managing a customer service related team is required (call center, restaurants, retail, etc.)

  • High School Degree or GED required

  • Bachelor’s degree preferred

  • MS Office proficiency required

  • Exposure to CRM system preferred

  • Bi-lingual preferred

  • Shift: Monday – Friday, 12:30pm - 9pm

  • Must be able to work various shifts 


You’ll get…



  • Competitive Salary &  401K company match that vests immediately upon participation

  • Generous parental leave of 16 weeks & PTO policy

  • $0 monthly premium and other flexible health plans effective first day of employment

  • 75% discount on your subscription to HelloFresh (as well as other product initiatives)   

  • Snacks, coffee & catered meals

  • Company sponsored outings & Employee Resource Groups

  • Collaborative, dynamic work environment within a fast-paced, mission-driven company


It is the policy of HelloFresh not to discriminate against any employee or applicant for employment because of race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, genetic information, disability or because he or she is a protected veteran.