Customer Support Director, Tovala
+ Equity
More information about location
Office located in Adams St, Chicago
Smart ovens and meal-kit delivery service
Posted today
Smart ovens and meal-kit delivery service
101-200 employees
Posted today
+ Equity
More information about location
Office located in Adams St, Chicago
101-200 employees
Company mission
To make home cooking faster, healthier, and easier so people can focus on what's most important to them.
Role
Who you are
- If you’re a seasoned support leader who blends people development, operational rigor, and a knack for smart automation, we’d love to meet you
- 8+ years leading customer support teams
- Excellent project management skills
- Proven track record managing people and distributed agent teams
- Hands-on experience implementing automation/AI tooling
- Strong analytical skills: can build models, set KPIs, and act on data
- Exposure to hardware-plus-subscription businesses or food/CPG (preferred)
What the job involves
- As Customer Support (CS) Director, you’ll chart the strategy for our Customer Support team, rally a talented team around it, and make sure our service scales smoothly as Tovala grows
- By bringing sharp processes, data-driven thinking, you’ll keep response times quick and quality high
- You’ll partner closely with product and marketing so every launch, feature change, and policy shift shows up in clear support protocols
- All the while, you’ll turn what customers tell us into improvements across the business, protect the budget, and jump on any fires that pop up
- Set the CS vision, metrics, and roadmap
- Coach and develop three existing managers
- Build career paths and a strong team culture
- Improve forecasting, staffing, ticket routing, and fraud-prevention workflows
- Establish SOPs and documentation that enable fast, high-quality responses
- Own CS budget and cost-per-ticket targets Lead selection and rollout of AI/automation for triage, self-service, and QA
- Partner with the business to translate product and marketing efforts into CS protocols
- Turn support insights into product, marketing, and operations improvementsOwn real-time monitoring and escalation protocols
Our take
Domestic meal kits are nothing new, with companies such as Hello Fresh, Sun Basket, and Blue Apron all crowding the increasingly popular industry. Tovala is a food-tech company attempting to disrupt this market, with a smart oven that eliminates the need for meal preparation.
Tovala offers customers both an oven and the option to sign up to a rotating weekly meal delivery service. Boasting a single minute of prep-time for adding the final touches, the system works by scanning the meal's QR code so that the oven can run the associated cook cycle. The oven also recognises over a thousand name-brand products, and has hundreds of presets for when users want to cook for themselves.
Despite competing with a pile of other meal-kit services, Tovala's clear stand-out feature is the oven, with nothing similar offered by competitors. The company is aiming to expand into new verticals, adding smart oven air fryers to its product line up in early 2023. The first new appliance from the company since 2018, this move should attract new customers and help cement Tovala's market lead.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
2% employee growth in 12 months
Company
Funding (last 2 of 8 rounds)
Feb 2021
$30m
SERIES C
Sep 2020
$3m
LATE VC
Total funding: $71.7m
Company benefits
- Ownership : Every full-time teammate receives a stock option grant
- Flexible PTO
- 401(K) with company match
- Hybrid work environment
- Learn & grow : Every teammate receives a yearly learning stipend they can utilize anytime
- Great company culture
- Free Tovala Smart Oven & discounted Tovala Meals
Company HQ
West Loop, Chicago, IL
Leadership
David Rabie
(Founder & CEO)They worked as an Associate at The Abernaathy MacGregor Group before working for VeggieGrill and Groovy Spoon for a combined 3 years. Co-founded Draftpedia in 2012 before founding Tovala in 2014.
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