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 & 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 where it relates to customer service across several workstreams such as learning and development, error reporting accuracy and other vital initiatives. This role helps us to build upon our operational excellence and customer experience for both HelloFresh Canada, Chefs Plate and Factor Canada.
Lettuce share what this role will be responsible for
- Drive seamless customer support across voice, email, chat, social, and self-service platforms, including using real-time dashboards to ensure service level metrics are consistently met
- Develop high standards for execution to meet key metrics (AHT, CSAT, NPS), prepare reports and take corrective action as needed
- Analyze and report on Care performance metrics, including call trends, Contact Center Net Promoter Score (CC NPS), and other key customer satisfaction indicators; deliver actionable insights to cross-functional stakeholders to inform strategic decisions.
- Design, implement, and continuously refine customer service training programs to support both new hire onboarding and ongoing agent development, ensuring alignment with evolving business goals and customer experience standards.
- Build and maintain strong partnerships with business leaders and cross-functional teams to gain a deep understanding of organizational objectives and culture, enabling the alignment of training initiatives with strategic priorities and operational needs.
- Support Care leadership in the execution of customer experience initiatives, including targeted projects involving data analysis, insight development, and the creation of executive-level presentation materials.
- Contribute to continuous improvement efforts by identifying opportunities to streamline processes, enhance service delivery, and elevate the customer experience across all contact channels.
- Perform additional duties as assigned, demonstrating flexibility and a proactive approach to supporting business needs in a fast-paced, customer-centric environment.
Sound a-peeling? Here’s what we’re looking for
- 3-5 years of experience managing in a call center environment
- 1-2 years of leadership experience, preferably in a hybrid work environment
- French/English Bilingualism is an asset
- Excellent written and verbal communication skills, with experience reporting to executives and senior leaders
- Demonstrated ability to work well under pressure and within a fast paced egoless environment
Let’s cut to the cheese, this is why you’ll love it here
- Box Discount- Amazing discounts on 1 box per week! 75% discount on weekly HelloFresh and Chefs Plate meal kits AND 50% off weekly Factor meal box.
- Health & Wellness-Health & Dental benefits from day 1, a Health Spending Account, unlimited access to the Headspace app to meet your self-care needs, and 25% discount on GoodLife fitness memberships!
- Vacation & PTO-Time off is also an important part of self-care! We offer generous vacation and PTO to help you create a good work-life balance.
- Family Benefits- A parental leave top-up program for expectant parents.
- Growth & Development - We support your career progression, provide development opportunities, and invest in your continued learning through our organization wide L&D fund.
- Work Hard & Have Fun - From team socials to engaging company days, you’ll have plenty of opportunity to experience the fun!
- Diversity & Inclusion Initiatives- With impactful ERG’s like FreshPride, Women Empowered and LIMES, we are committed to our diversity, equity & inclusion efforts.
- Food Puns - this one is kind of a big dill if you haven’t already noticed. We even have some punny meeting room names!
Flexible Hybrid Approach
At HelloFresh, we know that flexible work arrangements are essential in enabling you to do your best work, while balancing your personal and life needs. Offering remote work flexibility, along with the opportunity to interact and collaborate in the office are all a part of creating a great employee experience.
To meet these needs, we are pleased to provide Flexible Hybrid work. Flexible Hybrid is a people-first approach that is based on choice, trust, personalization, and empowers teams to choose when and how often they work from the office and work from home, in addition to team days and company days. This means a minimum of 2 days in office per week, with most teams in office between 2-3 days a week.
#LI-HYBRID
Working Conditions
It’s no surprise that as a food company, we use many ingredients that may be considered common allergens (i.e. peanuts, tree nuts, milk, etc.). Whether this role is based out of our headquarters or one of our distribution centers, it is possible that you may be exposed to such allergens in this role. If you have any concerns with being exposed to any particular food ingredients, including meat, please disclose this during the hiring process.
