Job Description
Goldbelly is a place that that empowers small shops, chefs and restaurants in delivering the best food experiences nationwide. We believe that food brings people together, so we've created a marketplace that connects people with their greatest food memories, experiences and desires. Whatever they dream of, wherever they are.
The Customer Experience Team at Goldbelly drives customer loyalty, engagement and value by providing exceptional customer experiences across all channels and touch-points. CX Supervisors are responsible for the management, mentoring and performance of 4-8 to full-time CX Agents ensuring their direct reports deliver an exceptional, differentiated and “concierge-like” customer experience.
A CX Supervisor is responsible for: managing the team schedule and workflow of direct reports to ensure meeting critical KPIs and goals, troubleshoot customer issues brought forward by reports, working cross-functionally as needed, continually look for opportunities to improve the Goldbelly customer experience, onboard and and train new hires and liaise cross-functionally within Goldbelly for special projects and initiatives.
This is an opportunity to define and reinvent the perishable food industry, and a passion for doing just that is critical-we want people who believe in their skills and their perspective and are ready to bring that awesomeness to the Goldbelly brand.
What you must bring to the table:
5+ years experience working in ecommerce in a lead customer-focused role
Experience leading a team in a performance-oriented, customer-focused environment
Experience using a variety of platforms to manage workflows and people, including: Zendesk, Salesforce, Monday, Trello, Hootsuite, Mailchimp, Survey Monkey and Typeform
Experience writing documentation and creating workflows for issue resolution
Experience onboarding new hires rapidly and efficiently
Experience managing and building reports (of KPIs) to present to upper management
Ability to thrive in a fast paced, rapidly changing environment
Productivity mindset: Always looking for ways to improve processes from both a people and technical standpoint
Exemplary ability to overcome ambiguity and road blocks using innovative and creative solutions
Ability to identify customer needs and to tailor solutions accordingly
A highly detailed-oriented mindset
Exceptional written and verbal communication skills
A positive, roll-up-your-sleeves attitude
Passion for delivering a stellar customer experience
Ability to work a flexible schedule with some weekend and holiday hours
