In the wide, wide world of customer service at Freshly, there comes a time when a hero is needed to fly in and save the day with the super powers of organization and polite anal retentiveness - and that’s why we need YOU to be our inaugural Customer Experience Communications Manager! 

The Customer Experience Department at Freshly has grown from a little baby to a loud, opinionated adult, splayed across 4+ different offices and totaling over 100 lovely, talented human beings - and, frankly, anytime you disperse 100 people across 4+ locations... !!$&^%&^ happens.

"!!$&^%&^” = “miscommunication”

…why? What did you think we meant?

You see, THAT’s miscommunication… we’re trying to avoid that.

To that end, we’re looking for a brave soul to tame the Wild West of Customer Service Communications and provide leadership to coordinate, disseminate, and good ol’ plain creATE department-wide communications of stunning cohesion, consistency, visual beauty, and usefulness, such that our 100+ humans are equally informed and equally empowered, no matter if they sit in New York or Timbuktu. We also need someone to hack through the unsightly jungle of SOPs, policies, procedures, manuals, and other cumbersome documents that have sprung up haphazardly from the ground and arrange them into a Japanese garden of clarity and purity. Not only that, but we need someone to create policies and procedures around communication and knowledge management to make sure we don’t merely relapse into our unsightly ways, like the fallen people we are.

You will be a success in this role if:

*It bothers you when someone doesn’t put a comma where a comma should go

*You love everything visual and understand that how something is laid out is as important as the information that is conveyed

*You recoil to see one department with documents in 10,000 different fonts (and you understand why that looks bad)

*You are an organizational freak - “a place for everything,” as they said - albeit with a “Mr. Rogers” way about you

*You can schmooze people (just being honest)

*You hate thinking there’s even ONE person who’s not on the same page as everyone else, like a blue square at a circle party

*You recognize that “4” above should actually have been written as “four"

Now for the boring stuff...

Responsibilities:

• Leading by example, creating a strong ethos of community across the Customer Experience Department.
• Managing a technical incentive platform for the department.
• Organizing milestone recognition for employees (birthday, marriages, work anniversaries) and overseeing/coordinating happiness programs across offices.
• Prepares agenda and schedules for daily start-of-shift rallies, morning memos, and other key communication points across CX.
• Enforcing and (as needed) collaboratively amending the CX Communications Policy to ensure consistent, relevant application.
• Creating an informational infrastructure for CX digital content and regularly reviewing security and ownership access for key documents.
• Support new company initiatives, including the implementation of new tools to improve efficiency; Designing and maintaining standardized templates for key CX documents and ensuring they are appropriately followed.
• Regularly auditing CX documents for deprecated material and/or deprecated documents to ensure up-to-date information.
• Producing appropriate recording and codification of new policies, procedures, et cetera, and, as needed, ensure appropriate documents are updated.

About You:

• At least 1+ years experience in a customer service role.
• Prior experience managing communications in some capacity (customer-facing or client-facing).
• Excellent verbal and written communication skills - especially written.
• A keen attention to detail and a near-obsession with organization.
• An understanding of policy and the rudiments of practical policy dissemination and application.
• A positive personality, capable of dealing with multiple personalities across multiple cultures and creating organizational buy-in for cross-office initiatives.
• A high and efficient responsiveness in responding to incoming questions and inquiries.

About Us

Freshly is a weekly subscription service delivering healthy and fully prepared meals directly to a customer’s doorstep. The rotating weekly menu offers 30 different flavorful preparations and combinations that are chef-made with the highest quality, 100% all natural ingredients that meet industry leading standards. Each deliciously healthy meal is packed with key nutrients and cooked fresh to order with no artificial flavors, colors, sweeteners, refined sugars, artificial preservatives or hydrogenated oils.

In addition to providing free shipping, Freshly uses advanced eco-friendly packaging technology to ensure that meals maintain freshness in transit. Freshly makes embracing a healthier lifestyle deliciously simple, one box at a time. For more information, visit www.freshly.com.

Here’s some chatter about us:

WSJ - Nestle Buys Stake in Freshly, Putting Healthy Food On The Menu

Fortune - Nestle Leads $77M Funding Round In Meal-Delivery Startup Freshly

Techcrunch - Nestlé leads $77M Round For Healthy Meal Startup Freshly 

WSJ - Freshly Hires It's New CMO From Spotify - Mayur Gupta

We pride ourselves on our fast-paced and fun environment and above all value transparency, communication, and collaboration. We are always learning, growing, and taking risks – if this sounds like an environment where you would thrive, we’d love to hear from you!