Customer Care Specialist, Hungryroot
$40-50k
Non-Exempt, Hourly Position with Potential OT. Offers Equity
More information about location
Personalized grocery & recipe delivery service
Be an early applicant
Personalized grocery & recipe delivery service
101-200 employees
Be an early applicant
$40-50k
Non-Exempt, Hourly Position with Potential OT. Offers Equity
More information about location
101-200 employees
Company mission
To help make healthy eating easy, accessible, and joyful.
Role
Who you are
- Hungryroot is looking for a Customer Care Specialist to join our team who is results driven, has a high attention to detail and is driven by delighting customers
- Your ability to work non-traditional hours and OT when needed is a huge plus! If you want to help us change how people grocery shop and eat for the better, we encourage you to apply!
- 2+ years in a customer-facing support or communications role
- Experience managing social channels or online customer communities (Facebook Group preferred)
- 1+ years of experience working with a CRM platform (Zendesk (preferred), Kustomer or Gorgias)
- Familiarity with Braze a plus
- Excellent copywriting and editing skills
- Open to traveling for team building opportunities throughout the year
- Emotionally intelligent, solution-oriented communication
- Organized, detail-oriented, and comfortable navigating multiple tools
- Motivated, positive, proactive, and transparent attitude with the ability to jump right in
- Passion for healthy living and brightening customers’ days
What the job involves
- In this role, you’ll support our customers across social media, email, phone, text, and live chat while helping us strengthen our online community and improve the customer experience across the full lifecycle
- You’ll spend a majority of your time on social + reputation management (with a focus on Facebook Group moderation and community engagement), while also supporting cross-functional operations and customer lifecycle communications
- This is a full-time remote role working 40 hours per week in 8-hour shifts, including weekends and some holidays
- Respond to a high volume of customer comments and questions across email, phone, SMS, live chat, and social media while consistently meeting daily resolution targets, First Response Time goals, and SLA commitments
- Moderate the Facebook Group and other brand communities by reviewing and approving posts, removing off-topic or harmful content, responding to questions and ensuring conversations align with community guidelines
- Produce a weekly social community roundup that captures feedback on digital product, grocery discovery, and customer service themes
- Strengthen and grow our reputation on Reddit and Trustpilot through proactive engagement, thoughtful responses, and awareness of platform norms
- Identify emerging topics across social channels and translate them into actionable insights for Operations, Marketing and Product teams
- Lead quality control across brand voice, tone, and engagements while consistently achieving Customer Satisfaction (CSAT) goals
- Support lifecycle messaging through Braze by assisting with issue and shipping communications sends during high-impact moments
- Maintain and update Zendesk macros, Help Center FAQs, and AI-Agent templates to ensure customers have access to accurate and timely information
Our take
Hungryroot is a grocery and meal kit service looking to revolutionize the end-to-end grocery experience. Its platform uses proprietary AI tech to personalize and predict grocery orders, whilst helping customers meet personal goals like trying new foods or losing weight.
The grocery market has historically been resistant to digitization, but as it begins to get on board with eCommerce there’s real space for innovation. An efficient and predictive grocery solution like Hungryroot is certainly unique, and possibly highly attractive in a market where speedy and personalized service remain customer priorities.
Especially promising is Hungryroot’s strong customer retention figures, which puts it in good stead. It has rapidly expanded despite challenges such as labor shortages, supply chain disruptions, and inflation. By placing a continued focus on customer experience, it has the chance to continue growing in the coming years.
Freddie
Company Specialist at Welcome to the Jungle
Insights
38% employee growth in 12 months
Company
Funding (last 2 of 5 rounds)
Jun 2021
$40m
SERIES C
Mar 2018
$22m
SERIES B
Total funding: $79.1m
Company benefits
- Remote-first: work from home, work from our NYC office, work from anywhere in the U.S. - you decide!
- Equity
- Unlimited vacation policy
- Universal paid parental leave
- Monthly Hungryroot credit for delicious, healthy groceries
- Comprehensive health, vision, dental, and life insurance
- Wellbeing benefits including One Medical, Spring Health, LiveHealth, Rightway care concierge, and more
- 401k with match
- A work from home stipend to support your initial home-office setup
Company HQ
Flatiron District, New York, NY
Leadership
Ben McKean
(Founder & CEO)Co-founded and was CEO at Savored, which was acquired by Groupon. Became VP and General Manager of Groupon for nearly three years, before founding Hungryroot in 2015. Founded Every in 2023.
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