Manager, Customer Care

HelloFresh; Toronto; Hybrid; CAD 60,000 - 90,000; Full time

Job summary

An established industry player in the food sector is seeking a Customer Care Manager to lead their Customer Care Team in Toronto. This role focuses on enhancing customer experience through effective management of support operations across multiple channels. You will collaborate with cross-functional teams to implement innovative strategies and training programs aimed at operational excellence. With a flexible hybrid work model, you will enjoy a supportive environment that values work-life balance and personal growth. Join a vibrant team that prioritizes diversity, inclusion, and a fun workplace culture.

Benefits

75% discount on meal kits

Health Spending Account

Unlimited Headspace access

25% discount on GoodLife memberships

Generous vacation and PTO

Parental leave top-up program

Career progression support

Team socials and company events

Diversity & Inclusion ERGs

Fun workplace culture

Qualifications

• 3-5 years of experience managing in a call center environment.
• 1-2 years of leadership experience in a hybrid work setting.

Responsibilities

• Drive seamless customer support across various platforms.
• Analyze customer care performance metrics for strategic insights.
• Design and implement customer service training programs.

Skills

Call Center Management

Leadership

Bilingual (French and English)

Communication Skills

Data Analysis

Job description

S'more about the team

Reporting to the Senior Manager Customer Experience, the Customer Care Manager is responsible for leading the day-to-day operations and management of the Customer Care Team, both locally in Toronto with our Care Support Team and externally for our call center operations. This role also involves collaborating on the planning and implementation of new products and strategies related to customer service across various workstreams such as learning and development, error reporting accuracy, and other key initiatives. The role aims to enhance operational excellence and customer experience for HelloFresh Canada, Chefs Plate, and Factor Canada.

Key Responsibilities

• Drive seamless customer support across voice, email, chat, social media, and self-service platforms, using real-time dashboards to meet service level metrics
• Develop and uphold high standards for key metrics (AHT, CSAT, NPS), prepare reports, and implement corrective actions as needed
• Analyze and report on customer care performance metrics, including call trends and NPS, providing insights to inform strategic decisions
• Design, implement, and refine customer service training programs for new hires and ongoing development, aligned with business goals
• Build strong partnerships with business leaders and cross-functional teams to align training initiatives with organizational objectives
• Support Care leadership in executing customer experience initiatives, including data analysis and executive presentations
• Identify opportunities for process improvements to enhance service delivery and customer experience
• Perform additional duties as assigned, demonstrating flexibility in a fast-paced environment

Qualifications

• 3-5 years of experience managing in a call center environment
• 1-2 years of leadership experience, preferably in a hybrid work setting
• Bilingual in French and English is an asset
• Excellent communication skills, with experience reporting to senior leaders
• Ability to work well under pressure in a collaborative, ego-free environment

Why You’ll Love It Here

• Box Discount: 75% discount on weekly HelloFresh and Chefs Plate meal kits, and 50% off weekly Factor meal boxes
• Health & Wellness: Benefits from day 1, Health Spending Account, unlimited Headspace access, 25% discount on GoodLife memberships
• Vacation & PTO: Generous vacation and PTO for work-life balance
• Family Benefits: Parental leave top-up program
• Growth & Development: Career progression support and learning investments
• Work Hard & Have Fun: Team socials and company events
• Diversity & Inclusion: ERGs like FreshPride, Women Empowered, and LIMES
• Food Puns: Punny meeting room names and fun culture

Flexible Hybrid Approach

We offer a flexible hybrid work model that allows employees to choose their in-office and remote days, with a minimum of 2 days in the office per week, fostering trust and personalization.

#LI-HYBRID

Working Conditions

As a food company, we handle ingredients that may be allergens (peanuts, nuts, milk, etc.). Please disclose any allergies during the hiring process.

Interested in joining the HelloFresh team? Don’t be chai, apply! Submit your application in PDF format today.