Customer Experience Supervisor

Goldbelly

New York City, NY, US
  • Job Type: Full-Time
  • Function: Technical/Customer Support
  • Post Date: 01/12/2021
  • Website: goldbelly.com
  • Company Address: 27 Union Square West, New York, NY, 10003

About Goldbelly

Goldbely is an online marketplace that connects curious eaters with America's best gourmet food purveyors, an alternative to the food conglomerates and big box retailers that control most of the food world today.

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

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Disclaimer: Local Candidates Only
This company does NOT accept candidates from outside recruiting firms. Agency contacts are not welcome.