About Factor for Business & the Customer Experience Manager Role

This is a hybrid role to the NYC HelloFresh Headquarters

Factor for Business is a fast-growing channel bringing chef-crafted, dietitian-designed meals to companies of all sizes. Reporting to the Head of Factor for Business, you will join as a pivotal member of a lean, cross-functional team thats building a key growth engine for Factor.

You will be the first Customer Experience hire, responsible for building the foundation that ensures the majority of our business customers get a seamless, reliable, & scalable experience. This is a high-impact role where youll manage our offshore support team, handle all customer escalations, & build our client lifecycle marketing function from the ground up.

You will

• Build the function from the ground up: Develop & implement the processes for pooled support, escalations, & lifecycle marketing for our B2B customers.
• Manage our customer support team: Hire, train, & manage our offshore support team, developing the playbooks & SOPs they need to succeed.
• Act as the escalation point of contact: Serve as the "Tier 2" support for all customers, handling complex issues & escalations that our support team cannot.
• Own scalable customer success: Design & build our "one-to-many" client lifecycle marketing, including automated onboarding emails, feature announcements, loyalty initiatives & health monitoring.
• Leverage Hubspot & Shopify: Manage service tickets, onboarding workflows, & reporting to drive visibility & operational efficiency.
• Monitor customer health: Track usage patterns & churn indicators for our "pooled" customer segment & develop proactive, automated campaigns to address risks.
• Improve the customer experience: Collect & analyze feedback from customers, end users & internal teams to surface pain points & drive improvements.

You are

• A builder & problem-solver: You thrive in ambiguity & like to create structure where none exists.
• Customer-obsessed: You understand how operational excellence & proactive communication directly shape customer loyalty.
• A team player: You thrive in a collaborative environment, actively sharing insights & supporting your colleagues to achieve shared goals.
• Detail-oriented & structured: You bring order to chaos, document well, & set up systems that others can easily follow.
• An owner: You take initiative, hold yourself accountable, & approach colleagues with a solution-first mindset.

You have

• 4-8 years of experience in B2B customer operations, customer success, or customer experience.
• A track record of building & improving processes in fast-growing, ambiguous environments.
• Experience managing a customer support team or function (offshore experience is a plus).
• Excellent communication skills & the ability to work cross-functionally.
• Experience working in HubSpot (or similar CRM) to manage service tickets & customer communication workflows.
• Bonus: Experience using Shopify or working in food, delivery, or logistics.

Youll get 

• Competitive salary, 401k with company match that vests immediately upon participation, & company equity plan based on role
• Generous PTO, including sabbatical, & parental leave of up to 16 weeks
• Comprehensive health & wellness benefits with options at $0 monthly, effective first day of employment
• Tuition reimbursement for continuing education (upon 2 years of service)
• Up to 85% discount on subscriptions to HelloFresh meal plans (HelloFresh, Green Chef, Everyplate, & Factor_)   
• Access to Employee Resource Groups that are open to all employees, including those pertaining to BIPOC, women, veterans, parents, & LGBTQ+
• Inclusive, collaborative, & dynamic work environment within a fast-paced, mission-driven company that is disrupting the traditional food supply chain

This job description is intended to provide a general overview of the responsibilities. However, the Company reserves the right to adjust, modify, or reassign work tasks & responsibilities as needed to meet changing business needs, operational requirements, or other factors.