Manager, Customer Care

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

Job summary

An innovative food company is seeking a Customer Care Manager to lead operations in Toronto. This role involves enhancing customer experience through effective management of the Customer Care Team and collaboration with cross-functional teams. The ideal candidate will have a strong background in call center management, excellent communication skills, and a passion for operational excellence. With a flexible hybrid work approach, this position offers a unique opportunity to make a significant impact in a dynamic environment. Join a fun, inclusive team that values growth and well-being!

Benefits

Box Discount

Health Spending Account

Fitness Discounts

Generous Leave Policies

Parental Leave Top-Up

Career Progression Support

Team Socials

Diversity & Inclusion Initiatives

Fun Work Environment

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 and report on Care performance metrics for strategic decisions.
• Design and implement customer service training programs.

Skills

Call Center Management

Leadership

Bilingual (French/English)

Communication Skills

Data Analysis

Job description

Join to apply for the Manager, Customer Care role at HelloFresh.

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 & 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 collaborates on the planning and implementation of new products & 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.

Lettuce Share What This Role Will Be Responsible For

1. Drive seamless customer support across voice, email, chat, social, and self-service platforms, using real-time dashboards to meet service level metrics.
2. Develop high standards for execution to meet key metrics (AHT, CSAT, NPS), prepare reports, and take corrective actions as needed.
3. Analyze and report on Care performance metrics, including call trends, CC NPS, and other satisfaction indicators; provide insights to inform strategic decisions.
4. Design, implement, and refine customer service training programs for new hires and ongoing development, aligning with business goals.
5. Build strong partnerships with business leaders and cross-functional teams to align training with organizational objectives.
6. Support Care leadership in executing customer experience initiatives, including data analysis and executive presentations.
7. Identify opportunities to streamline processes, improve service delivery, and enhance customer experience across channels.
8. Perform additional duties as needed, demonstrating flexibility in a fast-paced environment.

Sound a-peeling? Here's what we're looking for

1. 3-5 years of experience managing in a call center environment.
2. 1-2 years of leadership experience, preferably in a hybrid work setting.
3. French/English bilingualism is an asset.
4. Excellent communication skills, with experience reporting to executives.
5. Ability to work well under pressure in a fast-paced, collaborative environment.

Why You'll Love It Here

• Box Discount: Discounts on weekly meal kits and meal boxes.
• Health & Wellness: Benefits from day 1, health spending account, Headspace access, fitness discounts.
• Vacation & PTO: Generous leave policies for work-life balance.
• Family Benefits: Parental leave top-up program.
• Growth & Development: Career progression support and learning funds.
• Fun & Culture: Team socials, company events, and a fun work environment.
• Diversity & Inclusion: ERGs like FreshPride, Women Empowered, and LIMES.
• Food Puns: A playful, pun-filled work environment.

Flexible Hybrid Approach

We offer flexible work arrangements, including a minimum of 2 days in office per week, based on trust and personalization, to support your work-life balance.

Working Conditions

As a food company, exposure to common allergens may occur. Please disclose any concerns during the hiring process.

Interested? Apply in PDF format today!