Customer Satisfaction Manager, Weee!
Latino Market
$85-108k
5 days a week in office (Fremont, CA)
Online grocery delivery platform
Be an early applicant
Online grocery delivery platform
501-1000 employees
Be an early applicant
$85-108k
5 days a week in office (Fremont, CA)
501-1000 employees
Company mission
To make Asian & Hispanic groceries exciting and affordable!
Role
Who you are
- The ideal candidate will possess strong communication and problem-solving skills in both English and Spanish, with a passion for building a CS team with excellent customer service and optimizing business processes
- The role requires a hands-on approach to team management, training, and workflow development, as well as the ability to thrive under pressure
- Fluency in English and Spanish is a must (both written and spoken). Knowledge in Portuguese is a plus
- Minimum 3 years of experience in customer service management within the e-commerce industry, preferably in a multicultural or Latino - focused business environment
- Good leadership and team management skills, with the ability to build and motivate a diverse team
- Ability to create and refine documentation for internal processes, training, and customer service standards
- Problem-solving and conflict resolution skills to manage customer issues effectively
- Ability to work in a fast-paced, high-pressure environment and manage multiple tasks with attention to detail
What the job involves
- We are seeking a dynamic and experienced Customer Service Manager to manage after-sales support and oversee day-to-day operations for our Latino market
- Oversee the handling of after-sales customer support cases for the Latino market
- Ensure timely and efficient resolution of customer issues related to product delivery, returns, exchanges, and quality concerns
- Establish Latino after-sales service team
- In charge of daily team operations, providing leadership and guidance to the customer service team
- Help monitor team performance, drive engagement, and provide feedback to improve service quality
- Develop and update training materials, customer service guides, and operational workflows to ensure efficiency and consistency across the team
- Collaborate with the team to refine processes and standardize procedures for customer support and after-sales services
- Work closely with other departments, including logistics, marketing, and sales, to ensure alignment and effective communication in addressing customer needs
Our take
It's often hard to find foreign or imported food ingredients in the United States. Weee is an online delivery platform aiming to address this by offering groceries and products for Asian Americans and underserved communities across North America. CEO Larry Lui founded the company after having difficulty finding Chinese ingredients in local stores when he moved to the U.S.
Since its launch in 2015, Weee caters to approximately 300,000 households in the U.S and fulfils thousands of orders a day. Originally targeting Asian consumers, the company now brands itself as an “ethnic e-grocer” in a move to attract the United States' 60 million Hispanic consumers as well. This diversification is in response to growing competition in the Asian grocery space from the likes of e-grocers Chowbus and Umamicart and retail chains H Mart and 99 Ranch Market.
The ethnic grocery market is expected to reach more than $460 billion by 2030. Weee plan to grow into this market by launching its service in over 30 additional North American cities over the next three years, expanding into the Canadian market as well. Further, 2022 funding will be used to tap into new cultural cuisines and scale development in AI and warehouse automation.
Steph
Company Specialist at Welcome to the Jungle
Insights
-1% employee growth in 12 months
Company
Funding (last 2 of 7 rounds)
Feb 2022
$425m
SERIES E
Mar 2021
$315m
SERIES D
Total funding: $835.1m
Company benefits
- Company stock options
- Work from home opportunities
- Comprehensive health insurance package, including medical, dental, and vision
- 401k
- Annual bonus plan
- Vacation and holiday time off
- Monthly mobile stipend
- Monthly Weee! Points credit
- Valuable opportunity to grow into your dream role by contributing to a venture-backed startup in a high-growth stage
- Thoughtful, talented, and supportive coworkers and leadership team
Company values
- We're merchandise-driven
- Unparalleled customer experience is our lifeblood
- We celebrate culture and the power of community
- We're humble, scrappy, and intentional
Company HQ
Baylands, Fremont, CA
Articles
Leadership
Larry Liu
(CEO)Larry started his career as an Intel Product Development Engineer, before working as an Investment Intern and as a Teaching Assistant at the University of California. He spent 3 years at Brocade, another 3 at Amtel, and founded Happitail in 2012, prior to starting Weee! in January 2015.
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