Remote SME: Learning Channel & Complex Case Expert

HelloFresh; Manila (UT); Remote; USD 4,700 - 9,400; Full time

Benefits offered by this job

Competitive Compensation

Wellness & Perks

Growth Opportunities

Dynamic Environment

Work‑Life Balance

Job summary

HelloConnect, a dynamic global BPO unit under HelloFresh, seeks an SME to support Learning Channel operations and the Handover Inbox. You will investigate complex customer inquiries, guide frontline agents, and ensure process adherence while promoting agent independence and knowledge sharing.

The role emphasizes collaboration across teams, resolving escalated cases, and driving improvements to SOPs and knowledge resources. Remote work options and growth opportunities are available.

Qualifications

• Experience in customer support and BPO environments.
• Ability to investigate and resolve complex inquiries.
• Excellent communication and coaching skills.

Responsibilities

• Serve as primary LC support for frontline agents.
• Guide agents through scenarios and procedures.
• Escalate policy-sensitive questions to stakeholders.
• Assist with backlog reduction and SLA recovery.
• Identify knowledge gaps and suggest improvements.

Skills

Learning Channel

Agent coaching

Communication

Case resolution

Process knowledge

Tools

CRM systems

Knowledge base tooling

Job description

HelloConnect, a dynamic global BPO unit under HelloFresh, seeks an SME to support Learning Channel operations and the Handover Inbox. You will investigate complex customer inquiries, guide frontline agents, and ensure process adherence while promoting agent independence and knowledge sharing.

The role emphasizes collaboration across teams, resolving escalated cases, and driving improvements to SOPs and knowledge resources. Remote work options and growth opportunities are available.