Customer Experience Team Lead, Wonder
$62.4k
+ Equity
Extraordinary food that comes to you
Be an early applicant
Extraordinary food that comes to you
501-1000 employees
Be an early applicant
$62.4k
+ Equity
501-1000 employees
Company mission
To remake the relationship Americans have with food by revolutionising home dining.
Role
Who you are
- Experience delivering best-in-class customer service in a fast-paced environment across multiple channels such as phone, chat, SMS and email
- Strong management skills with experience directly managing frontline, omnichannel customer support teams in a fast-paced environment
- Well versed on customer support tools, reporting and common industry KPIs; experience with Zendesk is a plus
- Data-driven with the ability to use reports to monitor team performance and inform individual coaching opportunities; experience with Looker is a plus
- Familiarity with CX QA programs and comfortable grading agent tickets against a rubric in an objective manner; experience with Maestro QA is a plus
- You build a customer-first culture of collaboration and teamwork
- You are extremely comfortable with ambiguity and adapt quickly to new environments, processes and policies
- You take direction but also work proactively and autonomously, holding yourself accountable to priorities and goals
- You have an appropriate remote work set up- such as a quiet space, and a stable internet connection
- Ability to work some nights, weekends, and holidays
- Ability to work Monday - Friday for the first few weeks of training
What the job involves
- As a Customer Experience Team Lead at Wonder, you’ll be responsible for leading a fully-remote team that delivers exceptional service experiences in a fast-paced environment
- You will be an expert on our internal systems, processes, and technology, actively assisting agents to ensure timely resolution and consistency for customers
- You should be comfortable working with leadership and cross-functional partners to escalate and resolve issues
- We are a small team, and this is an exciting opportunity to be the second Team Lead and help shape the overall growth of the CX team as we expand
- Shift Details: Sunday – Thursday (With the availability to work Monday – Friday the first few weeks of training). Hours will vary but will include day shifts and night shifts. Need flexibility to work nights, weekends, and holidays required
- Lead a team of 10-12 fully remote, mostly part-time CX agents; providing consistent feedback & coaching, approving timecards/PTO and establishing a positive team culture
- Perform weekly QA for your entire team and hold regular 1:1s to communicate feedback and coaching opportunities
- Be the manager on duty for a few weekend and evening shifts per week, ensuring real-time SLAs are being met, as well as acting as an escalation point for questions and customer issues
- Assist CX leadership with internal and cross-functional projects as needed, such as training, disputes and fraud, scheduling & WFM, performance management and more
Application process
- We look forward to hearing from you! We'll contact you via email or text to schedule interviews and share information about your candidacy
Our take
Food delivered to your door often gets cold and soggy as it travels in a courier's bag from restaurant to home. Using Wonder, customers order food from a mobile app, which is cooked in a truck right outside your door. Their aim is to improve the standard of home-delivered food, both the quality of product – working with world renowned chefs – and the experience itself.
Wonder has received fair criticism surrounding poor environmental consideration, as each kitchen/van sits idle with the engine running whilst food is prepared. A study by the US Department of Energy found that banning the unnecessary idling of personal vehicles would be the same as taking 5 million vehicles off the roads.
In spite of this, Wonder has sustainability strategies involving food sourcing, reducing food waste, sustainable packaging, and, notably, an emissions-neutral fleet. Wonder has received enormous funding bringing it to a valuation of $3.5 billion, and the number of vans distributed across North America is expected to multiply exponentially.
Steph
Company Specialist at Welcome to the Jungle
Insights
-8% employee growth in 12 months
Company
Funding (last 2 of 4 rounds)
Mar 2024
$700m
LATE VC
Nov 2023
$100m
LATE VC
Total funding: $1.6bn
Company benefits
- 401k with employer match
- Medical, dental, vision
- Health savings account with employer match
- 100% employer paid life insurance
- 2x pay if you work on holidays
- Learning and development opportunities to advance your career
- Wonder offers hourly employees stock options
Company HQ
World Trade Center, New York, NY
Leadership
Marc Lore
(CEO & Founder)Has previously (co-)founded the following companies: Global Association of Risk Professionals, The Pit, Quidsi, Jet.com, Mojo, Wizard and City of Telosa.
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