Hungryroot is more than doubling in revenue year-over-year, profitable, and rapidly growing – this is why we need you!
What You’ll Do
Hungryroot is looking for a Team Lead to join our growing Customer Care team. We are seeking an energetic, empathetic, and detail oriented person who is ready to make their mark on a growing team. As a Customer Care Team Lead, you’ll be responsible for all day-to-day interactions with our customers over email, text and chat, along with guiding a group of Customer Care Agents to create the best experience possible for our customers.
Please note that this is a full-time 40hr/wk role, and we’re seeking candidates with the availability to work weekends and some holiday work is required. Your ability to work non-traditional hours and OT when required is a huge plus!
How You’ll Make an Impact
- Spread the Hungryroot love to everyone.
- Respond to customer comments & questions over email, text and chat.
- Be the first point of contact for escalated tickets.
- Merge and assign tickets to keep the Zendesk workflow organized.
- Monitor cross-team communication within slack and communicate updates to agents.
- Help field Agent questions.
- Collaborate with agents to identify and track issues & trends to improve the customer experience.
- Constantly communicate with the Head of Customer Care & other leadership to identify both agent and customer pain points.
- Manage and motivate a team of 7-10 agents to meet their quality and productivity goals.
- Perform weekly QA checks for agents and provide feedback.
- Provide QA coaching sessions, when needed, with each agent
- Hold weekly 1:1s to review KPIs with the assigned team of agents.
- Support new hire shadowing sessions and ongoing training.
- Investigate and resolve customer charge disputes and BBB inquiries
Why We Need You
- 2+ years of experience in a customer-facing role
- 1+ years in a leadership role preferred
- 1+ years of QA experience
- Emotionally intelligent, solution-oriented communication
- Ability to convey complex issues to the team while delivering personable help to customers
- Ability to learn multiple internal systems and processes quickly
- Detail-oriented with a deliberate pace
- A natural desire to meet and exceed productivity and quality goals
- Exceptional and empathetic written communication skills
- A motivated, positive, proactive and transparent attitude
- A love of learning & the ability to keep up with a constantly changing environment
- Passion for healthy living, brightening people’s days and Hungryroot’s mission
Perks & Benefits
- Remote Work Optional: Work from home, work from our NYC office, work from anywhere, you decide!
- Competitive compensation + comprehensive Medical, Dental, and Vision benefits
- Unlimited vacation policy
- Monthly Hungryroot credit
- Universal paid parental leave
- 401k
- Commuter benefits
- A working environment filled with passionate, happy, smart people!