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 & externally for our call center operations. This role also collaborates on the planning & implementation of new products & strategies where it relates to customer service across several workstreams such as learning & development, error reporting accuracy & other vital initiatives. This role helps us to build upon our operational excellence & customer experience for both HelloFresh Canada, Chefs Plate & Factor Canada.

Lettuce share what this role will be responsible for

• Drive seamless customer support across voice, email, chat, social, & 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 & take corrective action as needed 
• Analyze & report on Care performance metrics, including call trends, Contact Center Net Promoter Score (CC NPS), & other key customer satisfaction indicators; deliver actionable insights to cross-functional stakeholders to inform strategic decisions.
• Design, implement, & continuously refine customer service training programs to support both new hire onboarding & ongoing agent development, ensuring alignment with evolving business goals & customer experience standards.
• Build & maintain strong partnerships with business leaders & cross-functional teams to gain a deep understanding of organizational objectives & culture, enabling the alignment of training initiatives with strategic priorities & operational needs.
• Support Care leadership in the execution of customer experience initiatives, including targeted projects involving data analysis, insight development, & the creation of executive-level presentation materials.
• Contribute to continuous improvement efforts by identifying opportunities to streamline processes, enhance service delivery, & elevate the customer experience across all contact channels.
• Perform additional duties as assigned, demonstrating flexibility & 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 & verbal communication skills, with experience reporting to executives & senior leaders
• Demonstrated ability to work well under pressure & within a fast paced egoless environment

Lets 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 & 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, & 25% discount on GoodLife fitness memberships!
• Vacation & PTO - Time off is also an important part of self-care! We offer generous vacation & 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, & invest in your continued learning through our organization wide L&D fund.
• Work Hard & Have Fun - From team socials to engaging company days, youll have plenty of opportunity to experience the fun!
• Diversity & Inclusion Initiatives - With impactful ERGs like FreshPride, Women Empowered & LIMES, we are committed to our diversity, equity & inclusion efforts.
• Food Puns - this one is kind of a big dill if you havent 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 & life needs. Offering remote work flexibility, along with the opportunity to interact & 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, & empowers teams to choose when & how often they work from the office & work from home, in addition to team days & 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

Its 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. 

Interested in joining the HelloFresh team? Dont be chai, apply! Submit your application in PDF format today.