Manager, Customer Care

Summary

Join HelloFresh as a Customer Care Manager and lead the day-to-day operations of the Customer Care Team in Toronto and externally for call center operations. Collaborate on planning and implementing new products and strategies related to customer service. Drive seamless customer support across various platforms, develop high standards for execution to meet key metrics, and analyze Care performance metrics. Design, implement, and refine customer service training programs, build strong partnerships with business leaders, and support Care leadership in executing customer experience initiatives. Contribute to continuous improvement efforts by identifying opportunities to streamline processes and enhance service delivery. This role helps build operational excellence and customer experience for HelloFresh Canada, Chefs Plate, and Factor Canada.

Requirements

• 3-5 years of experience managing in a call center environment
• 1-2 years of leadership experience, preferably in a hybrid work environment
• Excellent written and verbal communication skills, with experience reporting to executives and senior leaders
• Demonstrated ability to work well under pressure and within a fast paced egoless environment

Responsibilities

• Drive seamless customer support across voice, email, chat, social, and self-service platforms, including using real-time dashboards to ensure service level metrics are consistently met
• Develop high standards for execution to meet key metrics (AHT, CSAT, NPS), prepare reports and take corrective action as needed
• Analyze and report on Care performance metrics, including call trends, Contact Center Net Promoter Score (CC NPS), and other key customer satisfaction indicators; deliver actionable insights to cross-functional stakeholders to inform strategic decisions
• Design, implement, and continuously refine customer service training programs to support both new hire onboarding and ongoing agent development, ensuring alignment with evolving business goals and customer experience standards
• Build and maintain strong partnerships with business leaders and cross-functional teams to gain a deep understanding of organizational objectives and culture, enabling the alignment of training initiatives with strategic priorities and operational needs
• Support Care leadership in the execution of customer experience initiatives, including targeted projects involving data analysis, insight development, and the creation of executive-level presentation materials
• Contribute to continuous improvement efforts by identifying opportunities to streamline processes, enhance service delivery, and elevate the customer experience across all contact channels
• Perform additional duties as assigned, demonstrating flexibility and a proactive approach to supporting business needs in a fast-paced, customer-centric environment

Preferred Qualifications

French/English Bilingualism is an asset

Benefits

• Box Discount - Amazing discounts on 1 box per week! 75% discount on weekly HelloFresh and Chefs Plate meal kits AND 50% off weekly Factor meal box
• Health & Wellness - Health & Dental benefits from day 1, a Health Spending Account, unlimited access to the Headspace app to meet your self-care needs, and 25% discount on GoodLife fitness memberships!
• Vacation & PTO - Time off is also an important part of self-care! We offer generous vacation and PTO to help you create a good work-life balance
• Family Benefits - A parental leave top-up program for expectant parents
• Growth & Development - We support your career progression, provide development opportunities, and invest in your continued learning through our organization wide L&D fund
• Work Hard & Have Fun - From team socials to engaging company days, you’ll have plenty of opportunity to experience the fun!
• Diversity & Inclusion Initiatives - With impactful ERG’s like FreshPride, Women Empowered and LIMES, we are committed to our diversity, equity & inclusion efforts
• Food Puns - this one is kind of a big dill if you haven’t already noticed. We even have some punny meeting room names!
• Flexible Hybrid Approach