Customer Service Manager, Feedr
£38.5-41.3k
OTE
£35-37.5k
BASE
3 days a week in office (Old Street, London)
Healthy, delicious food delivered to the workplace
Posted today
Healthy, delicious food delivered to the workplace
21-100 employees
Posted today
£38.5-41.3k
OTE
£35-37.5k
BASE
3 days a week in office (Old Street, London)
21-100 employees
Company mission
To revolutionise corporate catering by delivering innovative, tailored meal solutions that meet the needs of the modern workplace.
Role
Who you are
- Feedr is looking for an ambitious, strategic thinker to own and lead our customer service function - someone who can operate independently, raise the bar on service quality and build the systems and processes that underpin it
- 3-4 years' experience in Customer Service
- Strong and natural communicator at all levels, especially via email and over the phone
- Highly process-driven with excellent time management and a real passion for precision and operational excellence
- Confident working with data - able to own reporting on core metrics including SLAs, contact volume, cost per contact and customer satisfaction, and turn those into clear insights and actions
- Experience designing or managing customer support tooling, including automation, chatbots or live chat workflows (Zendesk experience a plus)
- A genuine interest in AI and how it can be applied to improve service quality and reduce cost per contact
- Must have the right to work in the UK as we are unable to sponsor visas
- Must be able to commit to working from our Old Street office on Tuesdays, Wednesdays and Thursdays
- You’ll need to be able to work evening shifts (finishing at 7:30pm) 1-2 days per week
Desirable
- Experience in the B2B food, hospitality or logistics industry
- Experience working within a fast-growth startup
- Familiarity with Metabase or similar data tools
- Experience using no-code platforms (e.g. Zapier / Make)
What the job involves
- Own the Customer Support function strategically and operationally - setting direction, standards and tone of voice for the team
- Act as escalation point for complex or high-priority customer complaints, including enterprise clients
- Design, test and manage live chat automation and customer support bots within Zendesk, including live chat routing structure and self-service workflows
- Own and manage the customer knowledge base using it to drive improvements in internal tooling and reduce inbound contact volume
- Report on all core metrics and present clear insights and action plans to senior leadership
- Stress test and continuously improve Feedr customer service, identifying friction points before they generate complaints
- Act as the voice of the customer internally - bringing quantitative and qualitative data into product and operations discussions to drive systemic improvements
- Lead the adoption of AI-powered tools to improve service quality and efficiency
- Benchmark Feedr's support model against competitors and industry best practice and drive the team to continually raise its standards
- Collaborate cross-functionally with Logistics, Customer Success, Finance and Vendor teams to address recurring service failures and improve customer outcomes
Application process
- 1. Apply via Welcome to the Jungle
- 2. Phone Screening (15 minutes)
- 3. Video Interview with VP of Operations (30-45 minutes)
- 4. In-person task based Interview with VP of Operations and Managing Director (1 hour) with opportunity to meet the team
Salary benchmarks
Our take
Acknowledging that the B2B food delivery market has fallen way behind B2C in terms of digitisation, Feedr is targeting an estimated £4.7bn contract catering market. Adopting a B2B2C model, Feedr attracts companies to sign up and subsidises the meals their staff order as an additional perk to boost employee well-being. This also forms part of the company’s talent recruitment and retention strategy.
In addition, Feedr differentiates itself by curating a set of tailored menus based on the user’s order history, aiming to elevate the quality of breakfast, lunch and dinner orders. On top of that, the restaurants and caterers Feedr works with are low-impact on the planet and quality-assured by the company.
Feedr started off operating in London, and after being acquired by Berlin company EatFirst, is ready to expand its service to new geographical areas. Though it's working against a crowded B2C market, Feedr is the only B2B2C model food provider, a low-admin, hassle-free alternative for busy companies. And its partnership with EatFirst will no doubt elevate its presence as it looks to expand.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
Company
Funding (2 rounds)
Nov 2018
$2.1m
EARLY VC
Jun 2018
$0.8m
SEED
Total funding: $2.8m
Company benefits
- 30 days annual leave
- Salary sacrafice pension scheme
- Remote working budget
- Learning & development budget
- 6 days per year to put toward your professional development
- Volunteer days off
- In office Gym
- Free lunch through our Cloud Canteen platform for every day you’re in the office
- Eyecare vouchers
- Hybrid working policy with two days per week working from home
- Free Tuesday breakfast each week!
- Cycle to Work & tech schemes
- Access to hundreds of discounts and offers on our employee benefits platform
- Salary sacrifice child care
Company values
- Stronger together: We are a team of experts that know our market, and we trust in each other to deliver. We combine our strengths to overcome challenges and achieve extraordinary results
- Driven to make a difference: We share a passion to make a difference. We care deeply about the value we create. We ensure that every effort contributes to shared success
- Do the right thing: We’re guided by our responsibility towards our clients, partners and to each other. We do the right thing, even when no one is looking
Company HQ
Old Street, London, UK
Leadership
Katie Fenton
(Co-Managing Director)With an extensive background in hospitality, Katie is Co-Managing Director leading Feedr’s operations, finance, marketing and events.
Sarah Mullan-Wyld
(Co-Managing Director)Sarah’s been with Feedr for 7 years and is now Co-Managing Director. With a background in sustainable food, she leads sales and customer success, driven by a passion for amazing workplace food.
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