Customer Care Manager at Imperfect Foods
Tucson, AZ, US
Imperfect Foods was founded in 2015 with a mission to reduce food waste and build a better food system for everyone. We offer imperfect (yet delicious) produce, affordable pantry items, and quality meat and dairy. We deliver them conveniently to our customers’ doorsteps and pride ourselves on offering up to a 30% discount compared to grocery store prices. Our customers can get the healthy, seasonal produce they want alongside the grocery staples they rely on, without having to compromise their budget or values. We’re proving that doing the right thing for the planet doesn’t have to cost more, and that shopping for quality ingredients can support the people and resources that it takes to grow our favorite foods.
 
We're headquartered in San Francisco with operations all over the country. Check our website to see if there is an Imperfect near you!
 
We're looking for folks who are positive, motivated, and ready to change the world. If that sounds like you, drop us a line!
 
How we are protecting employees from COVID-19
 
At Imperfect Foods, employee health and safety is our top priority. We have implemented processes and precautions to prevent the spread of COVID-19 in our facilities. We provide gloves, masks, and hand sanitizer to all essential employees who must report to work. Before entering our warehouse, employees have their temperatures checked. In addition, we take great care to ensure frequently touched surfaces are sanitized throughout the day and all warehouses are fully sanitized weekly.
 
We have also implemented an Emergency Sick Leave policy providing full-time and part-time employees 2 additional weeks of paid time off and up to 26 weeks paid leave if they have a confirmed case of COVID-19.
 
About the Role:
 
The Customer Care Manager is tasked with running the daily operations of our Customer Care  team based in Tucson, AZ. Major responsibilities include training, developing, and motivating a team of  5-6 Customer Care Supervisors supporting up to 120 associates to meet company objectives and satisfy customers.

Responsibilities

    • Hold team accountable to consistently achieve performance metrics
    • Motivate Customer Care Supervisors and Associates in servicing Imperfect’s customers to drive engagement and deepen loyalty
    • Achieve customer retention targets while meeting and exceeding teams’ quality and customer satisfaction goals
    • Ensure timely customer resolution by leveraging the Knowledge Base Program Regularly review business process and procedures against customer complaints to enhance the customer experience and reduce customer effort
    • Maintain a significant level of knowledge of customer care technology, operations and processes, methods and procedures, competitive issues and interdepartmental operations
    • Ensure Customer Care workforce is trained regularly on the latest customer service software, social media channels, and industry trends in order to achieve company objectives Continuously coach and develop a team of Customer Care Supervisors and Customer Care Associates on their conflict resolution techniques and provide feedback for improvement
    • Deliver high levels of analytics and insights on required metrics that thoroughly inform leadership of team and individual performance
    • Serves as the organization's project leadership as it relates to frontline feedback and engagement
    • Foster an environment of highly engaged, happy employees with low attrition

Skills and Qualifications

    • 5+ years of call center experience 
    • 2-3 years of management experience leading exempt and non-exempt employees
    • Exceptional communication skills
    • Achieves team performance metrics through motivating others and holding them accountable 
    • Proficient using Microsoft Office, Google Drive, and SLACK
    • Experience with Zendesk or similar customer service software
    • Highly organized and strong attention to detail
    • Ability to problem-solve and think on your feet 

About You

    • You are a self-starter with a strong sense of urgency and accountability and has an excellent focus on attention to detail with the capability to work and make decisions in a fast-paced environment
    • You’re passionate about teaching and training others to meet their maximum potential
    • You’re customer experience focused  and look forward to the opportunity to delight and surprise both internal and external customers
    • You would describe yourself as a “servant leader”
    • You have been known to “geek out” on numbers
    • You’re competitive. Friendly competition motivates you
    • You have a start-up mentality, making the most of what you have available to you through creative and innovative solutions
    • You get things done, driving short-term results while planning for long-term solutions
    • You understand that Customer Care is a 24/7 type environment
    • You’re passionate about our mission to eliminate food waste and create a better food system for all

Details of Position

    • Full-time exempt position reporting to the Senior Director of Customer Care
    • Position based out of our Customer Care Center in Tucson, AZ
    • Salary and employee stock options commensurate with experience
    • Competitive benefits package including health care, paid vacation, 401K, paid parental leave, and a recurring credit towards your Imperfect account!

Physical Requirements

    • Sedentary work; involves sitting most of the time
    • Occasional movement around the office may be necessary; or in a remote, work from home environment
    • Regular work with computers, including keyboards, mouses, and screens
    • When in the office environment, standing desks and / or other ergonomic accommodation is available upon request
    • Regular use of mobile devices, including smartphones and tablets
Individuals seeking employment at Imperfect Foods are considered without regard to race, color, religion, national origin, age, gender, marital status, ancestry, physical or mental disability, veteran status, or sexual orientation.
 
U.S. E-Verify Notice: Imperfect Foods participates in E-Verify in the United States. Imperfect will provide the U.S. Social Security Administration (SSA) and, if necessary, the U.S. Department of Homeland Security (DHS), with information from each new employee's Form I-9 to confirm work authorization.