Head of Customer Support

| Chicago, IL, USA | Hybrid
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We’re Tovala, a food-tech company reinventing home cooking to save consumers time. Through an innovative combination of hardware, software, and fresh food delivery, we make it incredibly simple for anyone to prepare and enjoy delicious, home-cooked meals without sacrificing time to do whatever matters to them. Through our superior technology, product experience and food quality, we have separated Tovala from the busy pack of other meal delivery businesses. In the process, we’ve amassed a loyal, rapidly growing following and our retention, product engagement and customer NPS are all best-in-class. We’ve raised over $100mm from great investors like Left Lane Capital, Origin Ventures, Y Combinator and Comcast Ventures and have invested strongly in building a unique culture that fosters growth, personal development and camaraderie.


Tovala needs a leader to oversee our Customer Support team on a full-time basis. In this role you will take responsibility for the overall strategy, planning and management of the internal customer support team, as well as, managing our third party BPO, ensuring our customers have an outstanding experience. You will be charged with ensuring the department can scale effectively along with our rapidly growing customer base. This role is perfect for you if you thrive in a fast-paced environment and are interested in making your mark on a growing food/tech company.

How you'll spend your time at Tovala

  • Set strategy, vision and structure for the team and oversee the day to day operation
  • Create processes and systems that will allow us to scale while providing a consistent, exemplary experience for our customers, and help us achieve our goals
  • Oversee hiring, orientation and development of a robust training program
  • Develop and implement customer support policies, procedures, and regulations necessary for ensuring a satisfied customer base
  • Establish goals and monitor KPIs for the internal team
  • Manage third party BPO, establish goals and monitor KPIs, ensuring outstanding customer experience
  • Oversee the deployment of tools to monitor team KPIs
  • Responsible for the development and administration of annual budgets and authorization of associated expenditures
  • Develop data-driven business cases to drive prioritization of customer facing and internal product improvements; work cross-functionally to implement
  • Act as a liaison with other functions including marketing, product and tech, culinary, and facilities, to drive strong communication flow and ensure CS team is represented in key plans & decisions

About you

  • 5+ years experience leading and building successful customer support teams
  • Track record of operational improvements, designing processes, establishing metrics, and managing the operations of a team of 10-30 agents and lead agents, preferably both internal and at a BPO partner
  • Strong people management experience and enthusiasm for facilitating a culture of learning and development
  • Good quantitative analysis skills in e.g. spreadsheet tools and preferably additional BI tools; data-driven approach to problem-solving; strong preference for Zendesk mastery
  • Comfortable managing a fast paced, customer-facing, business critical response.
  • Comfortable leading a front line team, who would be staffed on evenings and weekends and will need occasional support outside of business hours
  • You're interested in startups and excited to work in a fast-paced environmentFood has played (or continues to play) an important role in your life

Perks of the job

  • Comprehensive healthcare coverage we really invest in
  • Paid time off you're encouraged to take
  • Transportation/health savings accounts
  • A free Tovala Smart Oven and discounted Tovala Meals
  • Company ownership (options)

The values we hold dear


Put the team first

We put what is best for the broader team ahead of what is best for ourselves or our immediate department.

Get s#!t done (well)

We celebrate people at all levels for delivering high impact work that expands the bounds of what we’re able to do.

Connect the dots

We engage with curiosity to learn how our work impacts others so that we can problem-solve holistically and work collaboratively.

Be Direct

We share our perspective openly and directly, even when it feels difficult to do so.

Embrace the obstacles

We rise to meet challenges with a sense of urgency, resolve, and optimism.

Champion the customer

We consider and prioritize our customer in all of our decisions 


At Tovala we‘re committed to building a workplace that represents a variety of backgrounds, skills, and perspectives and do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. Everyone is welcome here!

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Technology we use

  • Engineering
  • Product
    • GolangLanguages
    • JavascriptLanguages
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    • PythonLanguages
    • SqlLanguages
    • SwiftLanguages
    • SquirrelLanguages
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    • JIRAManagement
    • TrelloManagement

Location

We have a large, open-plan office in the West Loop but we're a flexible, hybrid workplace so you can determine with your manager and team how often to come in.

An Insider's view of Tovala

How would you describe the company’s work-life balance?

At Tovala, one of our core values is leading full lives. We work hard, but also strive to create an organization that is “about time” and encourages people to prioritize their health, family, and life.

Taryn

CFO

How do you collaborate with other teams in the company?

The Data Team at Tovala abides by these principles: 1. Be a person, not your job - Respect, kindness, and levity increase the success rate of collaborative projects. 2. Best answer wins - We care about the quality – not the source – of ideas. 3. Over-Communicate - We meticulously communicate progress, blockers, and changes – though we don't nag!

Mohammad Naveed

Director of Data

How does the company support your career growth?

I have grown with Tovala from packaging meals at one of our facilities to now analyzing data on the Ops team to ensure that our customers receive their meals on time! Over the past 3.5 years I have been promoted four times. I have had the opportunity to take on increasing responsibility, understand the business, and grow immensely!

Victoria

Operations Analyst

What's something quirky about your company?

I know it sounds like a cliche when people say that their company is like a family, but truly Tovala is like my family. There’s so much care and respect among team members that motivates me and everyone always jumps right in to help. I’ve also had the privilege as an early member to see this team grow quickly and maintain the same caring culture.

Cen

Senior Director of Business Ops

What are Tovala Perks + Benefits

Tovala Benefits Overview

At Tovala, we provide a rewarding career, competitive pay, benefits and exciting perks. Our product is all about saving people time, so we promote wellness, flexibility and taking time off to do things that are most important to you. We also provide equity to all employees so we can all think like owners.

Culture
Volunteer in local community
Partners with nonprofits
Open door policy
OKR operational model
Team based strategic planning
Open office floor plan
Flexible work schedule
Remote work program
Diversity
Documented equal pay policy
Dedicated diversity and inclusion staff
Hiring practices that promote diversity
Health Insurance & Wellness Benefits
Disability insurance
Dental insurance
Vision insurance
Health insurance
Life insurance
Mental health benefits
Financial & Retirement
401(K)
401(K) matching
Company equity
Child Care & Parental Leave Benefits
Generous parental leave
Family medical leave
Return-to-work program post parental leave
Vacation & Time Off Benefits
Unlimited vacation policy
Generous PTO
Paid holidays
Paid sick days
Office Perks
Commuter benefits
Company-sponsored outings
Free daily meals
Free snacks and drinks
Some meals provided
Company-sponsored happy hours
Onsite office parking
Recreational clubs
Relocation assistance
Professional Development Benefits
Job training & conferences
Lunch and learns
Promote from within
Continuing education stipend
Continuing education available during work hours
Customized development tracks

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