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 Improvement and Impact Supervisor is responsible for guiding Customer Experience Training and Quality Specialists to achieve their goals and monitoring training and QA program execution. The Customer Experience Improvement and Impact Supervisor acts as a liaison between specialists, supervisors and managers to communicate feedback and company insights, implement positive improvements and actively resolve conflict; setting team culture through example. This individual is expected to embody the core Home Chef competencies, with a special focus on being collaborative, approachable, and results-driven.

Performance appraisals, feedback, and coaching:

• Guide, lead, and manage a team of quality and training specialists
• Invest time in providing professional development opportunities for direct reports
• Document communications regarding attendance, behavior, and performance of specialists, providing feedback where necessary
• Assist in design and communication of changes in internal policy and/or our service to the entire customer experience team
• Conduct quarterly QA score analysis and calibration
• Utilize metrics and data reporting to drive performance
• Create and maintain a positive culture among our team
• Hold Training and QA Specialists accountable to deadlines so that associates are provided with the resources they need to be successful and full team KPIs are always up to date

Structural Maintenance and Improvements to Training and Quality Assurance Programs:

• Plan Ad Hoc Meetings to address structural concerns and improvements
• Use training and QA performance data to identify themes and execute new improvement initiatives as a result
• Research training and quality assurance tools and best practices
• Own value additive cross-functional projects and facilitate successful specialist-to-partner relationships
• Directly address escalated customer tickets received from Team Leads

Knowledge base Content Management:

• Manage quarterly review process to ensure our internal content and resources and customer facing resources are up to date and clearly understood
• Manage ad-hoc updates to our internal and customer facing content for major changes to the Home Chef site or product
• Communicate changes to resources to the Customer Support Team

Qualifications:

• 1+ years experience as a lead or supervisor in a call center/training/quality assurance environment
• Completion of a two-year program such as an Associate degree required (Bachelor's degree preferred)
• Highly proficient in Zendesk or other Customer Support Ticketing software
• Basic Google Suite proficiency
• Proven to excel at research and ability to identify & quantify trends
• Ability to lead by example and motivate a team
• Proven problem solving skills and positive attitude




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

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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