Customer Experience Supervisor

| Chicago
Home Chef is building new ways to provide meal solutions that meet a wide variety of customer needs, and shipping locations both online and in store. Our team is a unique mix of creators, chefs, entrepreneurs, and trailblazers and we’re growing quickly. Our customer-first mentality, combined with a zest for supporting our peers, helped us bring home Built in Chicago’s Startup of the Year Moxie award in 2017. If you’re ready to be part of the action, we’re ready to connect with you. There are no limits to where we can go together.
As the COVID-19 situation continues to escalate in the US and around the world, we are committed to keeping our teams and their families as our greatest priority. To that end, we are making some adjustments to the way we will be doing business in the upcoming weeks.
We are taking all the necessary precautions to keep our employees and customers safe, and would love to have you on our team as we can continue to serve our communities.
The Customer Experience Supervisor is responsible for guiding Customer Experience Team Leads to achieve their goals and monitoring team performance against department SLA’s (service level agreements) . The Customer Experience Supervisor acts as a liaison between team leads and managers to communicate feedback, company insights and actively resolves conflict and sets team culture through example. We are looking for someone who is collaborative, approachable, results oriented and can handle the ambiguity of the role as it comes.
You will have 4 Team Leads plus ~30 Customer Experience Associates (CEAs) who will be reporting up into you. The CEAs are responsible for responding to Home Chef customer calls and emails and solving whatever problems our customers are having.

Performance appraisals, feedback, and coaching:

  • Guide, lead, and manage a team of team leads and their full team performance
  • Utilize metrics and data reporting to drive performance both at an individual level and at an overall team level
  • Continue to research team development areas including: Productivity, QA and CSAT
  • Document communications regarding attendance, behavior, and performance of Team Teads
  • Assist in the design of internal policies and communicate those changes to the entire Customer Experience team
  • Implement and facilitate ongoing learning opportunities to develop the supervisor leadership team

Structural Maintenance and Improvements:

  • Maintain KPI and CSAT reporting by facilitating weekly reporting meetings
  • Plan and lead meetings to address structural concerns and improvements
  • Research best practices and identify themes that hinder workflow
  • Execute new initiatives with the management team
  • Own value additive cross-functional projects and facilitate successful lead-to-partner relationships
  • Ensure team leads are properly managing the agent schedule, hold the team accountable for agents being scheduled for proper channels and correct hours
  • Directly address escalated customer tickets received from Team Leads
  • Act as point of contact for all final payroll administration

Execute plans for recruitment and onboarding:

  • Execute the process to interview and select talent
  • Receive guidance on staffing forecasts and work with the talent acquisition team to move requisitions forward

Vendor Management:

  • Maintain relationships with temporary staffing and outsourcing partners

Qualifications: The requirements listed below are representative of the knowledge, skill, and/or ability needed for this role. Reasonable accommodations may be made to enable individuals with disabilities.

  • Completion of a two-year program such as an Associate degree required
  • Completion of a four-year degree program in a related field preferred
  • 1+ years experience as a lead or supervisor in a call center environment
  • Highly proficient in Zendesk or other CS Ticketing software
  • Ability to lead by example and motivate a team
  • Proven problem solving skills and positive attitude
  • Proven to excel at research and ability to identify & quantify trends
  • Basic google suite proficiency (sheets, slides, docs)

Perks/Benefits:
- Comprehensive Medical, Dental, and Vision Insurance – benefits start the 1st day of the month following your start date 
- Company paid Life Insurance, Short Term Disability and Long Term Disability
- 401k Employer match - 50% on the $1, up to 6% of the employee's earnings 
- We offer flexible spending accounts (FSA) for qualified Medical, Dependent Care, Parking, or Transit expenses
- Flexible paid time off (PTO) policy, plus sick days 
- Generous Parental Leave 
- Great Work/Life Balance – We value and support each individual team member
- Quarterly company-wide “Town Hall” meetings 
- Ongoing professional development opportunities by level and function
- Your choice of Windows or Mac laptop, plus an extra screen 
- Onsite gym 
- Weekly Fooda credit 
- Newly renovated office in the historic Old Main Post Office which is located close to multiple Metra and CTA options
- Employee discounts through Perkspot
- Discounts on Home Chef meal kits and at Kroger stores
- Casual dress in a fun, friendly and collaborative work environment
Candidates can experience Home Chef as a customer - enter promo code PEOPLE30 for $30 off your first order!
Home Chef is an equal opportunity employer.
To view the California Applicant Notice click here

Read Full Job Description
Apply now
By clicking continue you agree to Built In’s Privacy Policy and Terms of Use.

Technology we use

  • Engineering
  • Product
    • JavascriptLanguages
    • PythonLanguages
    • RubyLanguages
    • SqlLanguages
    • ReactLibraries
    • Ruby on RailsFrameworks
    • PostgreSQLDatabases
    • OptimizelyAnalytics
    • IllustratorDesign
    • SketchDesign
    • AsanaManagement
    • TrelloManagement

Location

Located in the iconic Old Chicago Post Office. The office is easy to get to by various train and bus stops being close by. https://post433.com/

An Insider's view of Home Chef

What’s the vibe like in the office?

Home Chef is all about building relationships and getting to know team members on a personal level. Our new office was designed with the idea of being at “home” in mind. There are lounge chairs and collaborative spaces where we are constantly meeting with co workers from different teams to brainstorm and ideate!

Mel Rocha Cheng

Retail Brand Manager

How do you collaborate with other teams in the company?

Being on the New Product Development team, we are very fortunate in the fact we get to interact with almost every team at Home Chef! In my role specifically, I have the chance to utilize my interest and core skill set in consumer and data insights to help inform our cross-functional teams of different lanes of innovations we can take next!

Scott Milling

Senior Insights Analyst, New Product Development

What are some things you learned at the company?

One of the greatest lessons I’ve learned here at Home Chef is what it means to have great leadership. 2020 has been one of the most chaotic years I’ve ever experienced in Operations but having a management team that cares about getting the job done AND ensuring the teams well-being has been such an amazing learning experience!

Jamie Marshall

Special Projects Manager, Operations

What unique initiatives do you have that encourage innovation?

We do a great job weaving innovative thinking into our day-to-day and make it a priority so much that we have “curiosity” as one of the core values for the company. The tech team holds regular brainstorming and competitor tear-down sessions and day-long “hackathons” where we’ll focus on solving a specific problem or building a certain product.

Katie Bevier

CTO

How does the company support your career growth?

Home Chef is constantly growing and moving forward so things never get boring or stagnant. There are plenty of opportunities to grow professionally and to move forward within the company because we are empowered to speak up and to contribute.

Nigel Palmer

Lead R&D Chef

What are Home Chef Perks + Benefits

Culture
Volunteer in local community
We offer volunteer days at The Greater Chicago Food Depository. Our Employee Resource Groups are actively engaged in volunteer events throughout the year.
Partners with Nonprofits
Home Chef has partnerships with The Greater Chicago Food Depository and Feeding America.
Friends outside of work
Eat lunch together
Intracompany committees
HC Connect is our internal team who puts together social events and programs for our teams
Daily stand up
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Pair programming
Open office floor plan
Diversity
Unconscious bias training
Mean gender pay gap below 10%
Diversity Employee Resource Groups
CookOUT (LGBTQ+), Black ERG, Parents Group, Women's Group and Home Chef DEI Council
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Onsite Gym
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Performance Bonus
Child Care & Parental Leave Benefits
Generous Parental Leave
Flexible Work Schedule
You know your schedule best!
Remote Work Program
Family Medical Leave
Vacation & Time Off Benefits
Generous PTO
Paid Volunteer Time
Paid Holidays
Paid Sick Days
Perks & Discounts
Casual Dress
Commuter Benefits
Company Outings
Home Chef hosts company outings Semi-annually.
Free Daily Meals
Weekly Fooda credit which equals to one company paid lunch per week .
Game Room
Our game room includes ping pong, board games and video games
Stocked Kitchen
Some Meals Provided
Happy Hours
Happy hours are hosted at team's discretion.
Parking
We offer employees Paid on-site garage parking.
Recreational Clubs
Home Office Stipend for Remote Employees
We are currently offering $50 per month to all remote employees to help pay for home office expenses
Professional Development Benefits
Tuition Reimbursement
Lunch and learns
Home Chef hosts lunch and learn meetings once per quarter.
Promote from within
Paid industry certifications

Additional Perks + Benefits

We are always looking at new perks and benefits to offer to our employees.

More Jobs at Home Chef13 open jobs
All Jobs
Finance
Data + Analytics
Design + UX
Dev + Engineer
HR + Recruiting
Marketing
Operations
HR + Recruiting
new
Chicago
Developer
new
Chicago
HR + Recruiting
new
Chicago
Operations
new
Chicago
Data + Analytics
new
Chicago
Data + Analytics
new
Chicago
Finance
new
Chicago
Data + Analytics
new
Chicago