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 individual in this role will be responsible for guiding associates to achieve their goals and monitoring team performance against department SLA’s. The Team Lead will act as a liaison between associates and managers to communicate feedback and company insights and should be actively resolving conflict and setting team culture through example.

The individual in this role is expected to embody the core Home Chef competencies, with a special focus on:

• Collaborative:
•  Joins up with members of other teams to push forward a project.
• Willing to take on tasks outside of direct responsibilities to expedite results.
• Able to compromise to get the best decision for Home Chef. Is an effective communicator and a strong team player.
• Team Leads will need to collaborate with their peers, their direct report team, and cross-functional partners.
• They will need to work with cross functional stakeholders to represent the needs of the Customer Support department and ensure our customer expertise is heard.




• Approachable:
• Flexible and willing to adjust initiatives for betterment of the team.
• Able to act on criticism and feedback constructively.
• Easy to talk to, is an active listener and answers questions from others in a polite and timely manner.
• Team Leads are the first line of defense for agent questions and escalated situations with customers - team leads need to be flexible, approachable, and exhibit critical listening skills to ensure the best results are met with peers, direct reports, and customers.




• Results-driven: 
• Executes with passion toward reaching our shift, weekly, monthly goals.
• Bring a no-excuses mentality toward results and commitments.
• Hits deadlines.
• Feels personal ownership to deliver on job responsibilities.
• Team Leads support their agents and peers by completing their weekly, monthly tasks - team leads should continue to work with quality in mind and ensure that their reports are receiving proper coaching, feedback, and growth opportunities.
• Team Leads work on hours reports, quality assurance, and CSAT research within deadline periods to ensure the success of each individual.




• Deals Well With Ambiguity:
• Views ambiguity as a necessity for growth, but also does not use ambiguity as an excuse to do nothing.
• Strategically anticipates the impact of change and plans how their team will handle it.
• Uses formal and informal networks to get clarity without causing friction.
• Team Leads should continue to use ambiguity to drive research and propel the Customer Support department forward.
• Continuous impact planning for new features and issues should be part of the team lead weekly focus.
• Team Leads should continue to leverage their cross-functional partnerships to seek clarity and inform the planning and messaging to all individuals on the Customer Support team.

Detailed Responsibilities:

• Assisting in recruitment and onboarding:
• Participate in the process to interview and select talent. 
• Setting performance expectations and monitoring associate’s learning throughout the training process. 




• Performance appraisals, feedback, and coaching:
• Quality Assurance checks against associate expectations and accountabilities
• Continued research into direct reports development areas including: productivity, CSAT, and QA Documenting communications regarding attendance, behavior and performance
• Evaluates performance of their assigned team, providing feedback and coaching to guide associates to achieve their goals—offering both rewards and recognition as well as disciplinary measures. 
• Taking escalated customer tickets. 
• Manages conflict among employees on their assigned team as needed, but escalates more serious issues to the Customer Experience Operations Manager




• Structural Maintenance and Improvements: 
• Scheduling team for shifts and making adjustments based off of forecasted volume and performance measurements.
• Researching best practices, identifying themes that hinder workflow and planning and executing new initiatives. 
• Team Leads should always have a value additive project in addition to their other tasks.
• Team Leads should participate in ticket handling whenever the unassigned inbox exceeds 2,000 tickets.

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.

• Highly proficient in Zendesk
• Ability to lead by example and motivate a teamProven problem solving skills and positive attitude
• Proven to excel at research and ability to identify & quantify trends
• Basic google suite proficiency (sheets, slides, docs)Senior Associate on Customer Support Team
• Completion of 4-year degree

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