Plated is looking for a Team Lead, Customer Experience to join our NYC HQ CX Team!

Reporting to our CX Director, you will be a key member of the team and act as a coach, mentor, and lead for our Customer Experience Associates. As a Team Lead, you are a true veteran of customer experience and interaction. An ideal candidate should innately understand the needs of customers, and understand how to lead and motivate a team. Does that sound like you? If so, we want you!

Responsibilities:

• Assist the CX Director with daily operations of the CX function to include development, analyses and implementation of staffing, training, scheduling and reward/recognition programs.


• Provide daily direction and communication to associates so that all customer inquiries are answered in a timely, efficient, and knowledgeable manner.


• Provide continual evaluation of processes and procedures; always looking to improve and provide the best possible experience for our customers!


• Suggest methods to improve operations, efficiency and service to both internal and external customers.


• Provides statistical and performance feedback and coaching on a regular basis to all team members.


• Help to implement and maintain performance reviews for improvement


• Ensure employees have appropriate training and other resources to perform their jobs as well as for their personal development


• Create and maintain a high quality work environment so team members are motivated to perform at their highest level.


• Provide customer feedback and share information with other team members in order to continuously improve the customer experience and raise potential concerns

Qualifications:

• 2+ years of leadership experience in a CX environment managing a team of 10 to 15 employees.


• Bachelor's Degree required


• Experience managing a CX environment with Phone, Email, Chat & Social queues.


• Good knowledge of Zendesk CRM tool


• Strong working knowledge of Microsoft suite of products, with capacity to quickly master new technologies relevant to the role.


• Exceptional written and verbal communication, planning, and project management skills


• Proven analytical and quantitative skills including a strong understanding of metrics, KPI’s, industry benchmarks


• Can respond quickly to changing needs and adapt as necessary to meet new challenges.


• Able to multi-task in a fast-paced environment and remain calm under pressure.


• Strong leadership skills; strong sense of accountability

More About Plated

There are so many reasons to join Plated! We have one simple belief: In order to live better, you must eat better. We make it possible for consumers to cook fresh, quick and fantastic meals at home. We launched in 2012 and have been blown away by customer response since then. We want to bring even more wonderful people, like you, onto our team to continue redefining the way people think about food.

What's Plated like?

* We are an energetic, creative group that loves to laugh. We're a friendly place, where you will feel welcome and valued!

* We are using technology to fix the most broken market in the world. If you love problem solving in action, there is no better environment.

* Our office is open floor-plan with plenty of comfy collaborative spaces, beautifully situated in one of the loveliest Manhattan neighborhoods.

* Everyone has a voice. You'll be encouraged to contribute ideas that you have both in and outside of your team.

* The growth potential for your career here is awesome! You'll enjoy ideal opportunities for training and promotion within the company.

* Plated is run on integrity. Our company values are not lip service, we incorporate them into everything we do.

What are your rewards, benefits & perks?

This list is expanding all the time!

* The best part, you'll enjoy a free box of Plated meals weekly plus daily in-office free snack noms, test kitchen samples, bi-weekly company events & bonding, and even a monthly book club with great food & conversation

* We recognize your value offer competitive compensation, plus stock options, based on level and depth of experience.

* You'll have unlimited vacation days with a "get your work done" policy that respects your time.

* Customizable health, vision and dental plans.

* We also have an annual education stipend for your career development, and the right environment to grow your career internally.

* There’s even more to come - we are growing our benefits offerings as we speak!