💼 About This Role

You'll lead and enhance the customer experience for HelloFresh, Chefs Plate, and Factor_ in Canada. You'll drive continuous improvement and voice of the customer initiatives. This role offers flexible hybrid work with great benefits.

🎯 What You'll Do

• Lead and inspire the customer care team.
• Implement continuous improvement processes and experiments.
• Monitor KPIs and budget to optimize performance.
• Oversee resolution of escalated customer issues.

📋 Requirements

• 5+ years senior customer care management experience.
• Proven leadership managing internal teams and external vendors.
• Exceptional communication skills (verbal and written).
• Proficient in data analysis and performance metrics.

✨ Nice to Have

• Experience in e-commerce or food industry.
• Strategic mindset with customer insights translation.
• Bachelor's degree in Business, Marketing, or related.

🎁 Benefits & Perks

• 📦 75% off HelloFresh/Chefs Plate, 50% off Factor_ boxes
• 🏥 Health & dental from day 1, health spending account
• 🧘 Headspace access and 25% GoodLife discount
• 💰 RRSP matching program
• 👶 Parental leave top-up program

📨 Hiring Process

Estimated timeline: 2-4 weeks · AI estimate

1. 1Recruiter Screen· 30 min
2. 2Hiring Manager Interview· 45 min
3. 3Panel Interview· 60 min