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.

The Head of Customer Support leads the strategy, direction, and performance of our industry leading customer support department. You will define the vision of how our customer service experience will continue to evolve and be responsible for the execution of that vision. You will direct our entire team of managers, specialists, leads, and associates to ensure the department is running smoothly operationally. You will also collaborate closely with our Marketing, Operations, and Technology teams to drive cross-functional initiatives, better the customer experience and impact the business more broadly. This is a Senior Manager level role within the organization.

Improving the customer experience:

• Define the department’s short and long term strategy on customer experience to drive better customer retention and acquisition, while balancing department cost and capacity
• Take a data-driven approach to identifying, sizing, and monitoring opportunities to improve the customer experience
• Continuously shape and test different and better ways of communicating with our customer base, including process improvements and tech solutions
• Collaborate with other departments to improve our product and service based on trends in customer feedback

Ensuring high performance levels:

• Track key performance metrics and focus the team on achieving goals
• Drive team engagement through fostering a collaborative, inclusive, and hard-working culture
• Provide coaching and directly manage a team of analysts, managers, and specialists
• Identify and execute on opportunities to improve operational processes or workflows

Hiring, Planning, and Resourcing:

• Ensure optimal staffing levels as we continue to grow through setting hiring and recruiting strategies
• Work with the team and cross-functionally to plan department for all relevant upcoming developments (e.g. new products, website redesign, etc.)
• Manage sustainable budget and cost plan for the department
• Direct the prioritization of project work across the department

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

• 4+ years of work experience, preferably in high-volume and fast-paced industry
• Past experience with strategic work and defining higher level objectives for teams
• Demonstrated ability to manage effectively, develop people to their highest levels of performance, and guide through challenging situations
• Ability to utilize data to draw strong conclusions and prioritize work that delivers highest business impact; past experience working with data modeling and analyses preferred
• Comfortable leading discussions with other cross-functional leaders and influencing decision making at the highest levels of the company
• Exceptional written and verbal communication skills
• Completion of a four year degree in a related field

Perks and Benefits:

- Comprehensive medical, dental, and vision insurance

- Flexible paid time off (PTO) policy

- 401k program

- Flexible spending accounts for qualified medical, dependent care, parking, or transit expenses

- Employee discounts for Home Chef meal kits

- Free lunch every Thursday and snacks and beverages on hand every day

- Monthly on-site masseuse, team happy hours and events

- Casual dress

Home Chef is an equal employment opportunity employer