Company description

We're Food52, and we've created a groundbreaking and award-winning cooking and home site. We support, connect, and celebrate home cooks, and give them everything they need in one place.

Job description

We're Food52, a groundbreaking and award-winning kitchen and home company. We support, connect and celebrate our community of cooks and home enthusiasts, giving them everything they need to eat thoughtfully and live joyfully.

We’re looking for a talented and dedicated Director of Customer Experience to lead and develop our fantastic customer care team.

Food52 is known for both our best-in-class content and our thoughtfully curated collection of kitchen and home goods -- and we provide a customer experience that parallels and enhances the quality of our offerings. Our support team is email and online chat-based and we strive to be as responsive as possible, 7 days a week. We believe in the importance of personal touch, and we value every customer and their experience with us equally. This role provides an opportunity to influence the direction of Food52’s customer experience as we continue to grow, and to ensure that everyone in the Food52 community experiences our signature customer care.

This position is based in NYC and falls within our Shop team. You must thrive on solving problems, know how to look beyond the obvious for solutions, and be an excellent team-player as well as a leader and motivator for your team. You also need to be nimble, creative and persistent. Expect to bring your personality and the Food52 brand to life in any and all interactions.

RESPONSIBILITIES
Oversee, develop, and retain best-in-class care team, including the hiring and on-boarding of seasonal staff to support short-term spikes in volume.
Devise and implement best practices and processes to benefit customer and merchant partner relationships.
Dive into daily customer and reader inquiries and support the care team whenever possible. This includes website troubleshooting and addressing order questions, return requests and escalated queries.
Manage follow-up with merchants to ensure on-time fulfillment and delivery of products to customers.
Streamline relationships with shipping partners and deal with UPS claims and delivery hiccups.
Develop and manage our surprise & delight campaigns—we enjoy going out of our way to connect with our customers, and they like it too.
Compile and track feedback from our readers, customers, and merchant partners. We take user input very seriously, and you’ll be on the front lines helping to find patterns and areas we can adjust.
Partner seamlessly with the Shop, Editorial, Ad Sales, Marketing, and Product/Engineering teams to close the feedback loop between our users and our public-facing business decisions.
Prepare daily, weekly, and monthly dashboards and reports on customer care metrics.
Must have experience managing, growing, and cultivating a team.
Prior experience in eCommerce customer care is required, and knowledge about and interest in food and home-related businesses is helpful.
Deep understanding of end-to-end online retail and supply chain operations.
Must be resourceful, motivated, detail-oriented and organized, and have a born desire to multi-task amidst regular interruptions.
Must have a strong writing voice and ability to self-edit.
A willingness to jump in to support your team at the drop of a hat is not only important, but required.
Must be both a self-starter and team player—a tricky combo!
Must be tech-savvy, with a hunger to always be learning more.
A passion for kitchen and home goods, as well as experience in the kitchen, is a huge plus.

Competitive salary & healthcare packages
Annual bonus plan No tracking of sick or vacation days (p.s. ask us about Summer Week & Winter Week)
Flexible hours
So many snacks!
Monthly cocktail competitions
An ever-flowing giveaway table, featuring kitchenware, cookbooks & Leftover Flower Fridays

Have you seen our office? https://www.nytimes.com/2015/06/25/fashion/brad-shermans-office-interior-design-on-a-dorm-budget.html
Please note: Food52 hopes to recruit and advance qualified minorities, women, LGBTQ, persons with disabilities, and veterans—we welcome and encourage all applicants. Our goal is for our team and culture to reflect the diversity of the global community of home cooks

Compensation

this position is: salaried, 50k to 100k

Application instructions

Deadline

no deadline